The player from Italy had not received funds from a withdrawal request made on November 23rd, despite the site's stated processing time of 3-5 working days. Communication with customer service had remained frustrating as they indicated the issue depended on the financial department, which was uncontactable. The player confirmed that his account was verified and had previously received withdrawals promptly, yet the current request had remained in processing status for over 14 days. The complaint was ultimately rejected due to the player's lack of response to further inquiries from the Complaints Team.
Spinanga Casino - Player's withdrawal has been delayed.
Amount: €1,490
Spinanga Casino
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8.2
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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4 months ago
Translation
Good evening,
I made a withdrawal request on November 23rd and to this day I still have not received the funds, even though their site states the process takes 3-5 working days. Customer service keeps replying in the same frustrating way, saying it depends on the financial department, which cannot be contacted.
I would like to file an official complaint against this site.
Thank you.
Automatic translation:
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4 months ago
Dear vittorio89,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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4 months ago
Translation
Good morning,
It's been 12 days now and I still haven't received the withdrawals processed and the funds in my account.
The profile is verified and does not require further checks as communicated both via chat and email.
We are out of their payment terms.
I'm waiting and I'm very discouraged
Automatic translation:
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4 months ago
Thank you for your reply, vittorio89. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Did you accumulate your winnings with or without an active bonus?
- Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Thank you.
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4 months ago
Translation
Good morning,
I made another withdrawal 2 months ago and it was processed within 3 days.
The withdrawals result in the status Processing.
My winnings are accumulated without bonuses.
Support keeps telling me I'm stuck in the finance department.
At this time, I have not received the funds and they are still processing. It has been 14 days.
Thank you
Automatic translation:
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4 months ago
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
