The player from Greece had struggled with a delayed withdrawal of 400.00 euros. The casino had attributed this delay to issues within their finance department, but did not provide a clear explanation or resolution timeframe. Following advice from our team, the player had waited for 14 days before following up on the issue. After the waiting period, the player confirmed that she had received her winnings. As a result, we had marked the complaint as 'resolved'.
Spinanga Casino - Player’s withdrawal has been delayed.
Amount: €400
Spinanga Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
Translation
I have requested a withdrawal of 400.00 euros and it's taking longer than the usual withdrawal time. In my conversations with the casino, I haven't received a clear answer, only that there's a delay in processing from the finance department.
Automatic translation:
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8 months ago
Dear Georgia_M,
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,
Veronika
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8 months ago
Translation
Thank you very much for the prompt response, I will wait 14 days and then I will inform you about the progress of the withdrawal.
Automatic translation:
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8 months ago
Dear Georgia_M,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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8 months ago
Translation
I confirm that after 14 days I received my winnings.
Automatic translation:
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8 months ago
Dear Georgia_M,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
