The player from Italy requested a withdrawal on 01/09/2024, but despite the casino's stated payment timeframe of 5 days, he had not received the funds by 06/09/2024. Despite reaching out via email and live chat, he only received automated responses. The Complaints Team extended the timeframe for processing the withdrawal but ultimately had to reject the case due to the player's lack of response to their inquiries. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Spinanga Casino - Player's withdrawal has been delayed.
Amount: €500
Spinanga Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
3 months ago
Translation
I requested a withdrawal on 01/09/2024. The site states that payments are made within a maximum of 5 days. Today is 06/09/2024, and I still haven't received the money. I contacted the casino both via email and live chat, but they always send the same automated responses. I'm fed up and feel like I've been scammed.
Automatic translation:
Public
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3 months ago
Dear maskioui739,
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,
Petronela
Public
Public
3 months ago
Translation
on your site it says that no verification is needed and that withdrawals are paid from 3 to a maximum of 5 days your support always responds to me with the same messages and makes up a thousand excuses I demand my winnings as soon as possible or I will report to the competent authorities!
Automatic translation:
Public
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3 months ago
I fully understand your frustration, maskioui739. However, I will set the timer for additional 6 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal.
Thank you in advance for your patience.
Public
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3 months ago
Dear maskioui739,
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.
Public
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3 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
