The player from Italy faced difficulties withdrawing funds from the casino, with a withdrawal made on 07/25/2024 being declined without explanation. After following customer support's instructions for a second withdrawal on 08/05/2024, the player still had not received any payment as of 08/19/2024. The issue was resolved when the player received the funds after about a month, following multiple communications with the casino's support team. The complaint was marked as 'resolved' in the system.
Spinanga Casino - Player's withdrawal has been delayed.
Amount: €170
Spinanga Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
Translation
On 07/25/2024, I made a withdrawal from the casino for the same amount, but it was declined without any explanation. I contacted customer support, and they said it was an error. I followed their instructions and made another withdrawal on 08/05/2024. They told me it would be processed and credited within the next week or so, but nothing happened. I contacted support again, and they assured me the payment was on its way and that it just needed more time.
Today, 08/19/2024, I still haven't received anything at all.
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4 months ago
Dear francescofontana03pc,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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4 months ago
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Additional screenshots of the transcripts
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4 months ago
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How can I proceed with a further solicitation?
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3 months ago
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No I have not received anything yet, not even an email update from the casino
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3 months ago
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I contacted support and they told me that on another reminder to the finance department the payment will be cleared as soon as possible.
I can only wait but there is no certainty that this money will arrive and I would like to have some certainty, how can I do it?
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3 months ago
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The money finally arrived yesterday, thank you.
After about a month, shameful.
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3 months ago
Dear francescofontana03pc,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
