Spinanga Casino - Player’s withdrawal has been delayed.

They are deliberately delaying my money so that I will play it again. This has happened in the past, and I ended up losing 1500€. I withdrew 500€, and it took them 5 working days to deposit it into my account. Now, the same thing is happening again. It has been 4 days, and the first 500€ still haven’t been deposited. If they begin the verification process, it will take a month to resolve the issue, and I still won’t have received even 1000€ out of the 10,000€.

Dear pwdm6cnvjj,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you. 

Thank you in advance for your patience and understanding. 

Best regards,

Tomas

Thank you, I will wait.

Was your cashout at least partially paid out?

If your issue persists, could you please share screenshots of your payout requests with the status visible?

Post screenshots here or send the information to my email at tomas@casino.guru

still nothing please for your action.

I also sent you an email

Do you have any news??

Thank you very much, pwdm6cnvjj, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello pwdm6cnvjj,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Spinanga Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Thanks.

The authentication process has started but is still delayed. I have been in this trouble for a month since the first withdrawal I made. And I still haven't gotten my money. This has never been done before in any company in as many years as I have been playing.

24 days have passed since I won the money and I haven't seen any money! And 16 days since the identification started and they are still delaying me, I have sent what they have requested. Plus they also asked for details from a card which I haven't made a deposit from but they saw it in the account statement they asked for and told me to send this card as well... simply unacceptable!!!

While they confirmed the last document for verification I went to log into my account and it won't let me, it says my account is under review.

We would like to inform you that your account has not passed the verification process in our Project and has now been closed without the right to reopen in accordance with Terms and Conditions 9.1.

Your last deposit of EUR 100 will be returned to your Card as soon as possible.

If you have any additional questions, please feel free to contact us via email at support@{ {project name}}.com or via Live Chat.

My best wishes,

{ {project name}}.com Finance Department

this came to me just now from them without explaining the reason.

and finally they closed my account illegally in order to take €10,000 from me because they saw on revolut a card of my wife that I never made a deposit with them and they also illegally asked me for detailed information about her. And for this reason they closed my account and took €10,000 from me. While they put the €500 on me. Then they probably didn't mind the card!!! Just scammers

From checking my banks now, I have never made a deposit on their site from a card that is not in my name. They lie and illegally closed my account and stole €10,000 from me

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Is there a legal department where I can get my money? What they are doing is illegal. They make fun of people for not giving them their money.

Dear all,

Please be informed that the account was indeed closed by our Security department, in accordance with the Articles 3.2 and 9.1 of the Website's Terms and Conditions.

We have sent an email to Dominika, to present the evidence pertaining to the case.

Best regards,

Spinanga team

Not true again!!! I don't have two accounts but one. My details are true that I have given and as far as 9.1 is concerned the e-wallet and the card I put the money to play is in my own name and not someone else's.

Dear Nikolaos K.,

We would like to inform you that your account did not pass the verification procedure on our Project and has now been closed without the right to reopen as per T&C 9.1.

Your last deposit in the amount of 100 EUR will be returned to your Card in the nearest time.

If you have any additional questions, please do not hesitate to contact us via email support@{{project name}}.com or via Live Chat.

Best Wishes,

{{project name}}.com Financial Department

αυτο είναι το mail που μου έστειλαν και δεν αναφέρουν το 3,2 εδώ.

in total I have made 14 deposits of 1400€ with them and it happened and I won 10,000€ when you put your money on the site there is no problem. When it's time to give it to you, they find two thousand excuses so you never get it.

I have accounts on 4 sites for years with the same details and the same verification papers and they have been identified normally without a problem.

Dear Spinanga Casino, please check your email inbox.

Dominika, I have also sent you an email asking you to send me the alleged information, but you have not replied.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dominika any update???

Hello pwdm6cnvjj, we are still awaiting a response from the casino regarding our inquiries.

I don't think they should answer to avoid paying. That's €10,000. And they illegally stole them from me.

I have sent them emails, I have told them in the chat so many times to send me the information that they say I made a deposit from a card that is not in my name and that is why they stole €10,500 from me and for so many days now, almost two months, I have never received an answer.

Dominika put the Spinanga flag to reply.

dominika, they wrote to you that they have sent you by mail the information that, for this reason, stole my money. Can you send them to me please? Because they don't send them to me. And I want to give them to legal department to get my money.

Hello Dominika,

We have replied to your email.

Best regards,

Spinanga team

Dominica; Do you have any news?

Dear pwdm6cnvjj,

after gathering and reviewing all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about linked accounts and colluding with other customers or third parties, or at least connections to other casino accounts. The similarities in the data of the linked accounts indicate that these individuals cannot be considered separate players at the casino.

The casino acted in accordance with its terms and conditions.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

If you are not satisfied with the complaint solution, I recommend you consult the Curaçao Antillephone Authority (complaints@gaminglicences.com). In case of any questions, feel free to write to me at dominika.l@casino.guru

Thank you very much, Spinanga Casino, for providing information and for your cooperation.

Best regards,

Dominika

Casino.Guru