The player from Greece had requested a withdrawal prior to submitting the complaint. Unfortunately, their winnings had not been received yet. The issue was resolved after the player confirmed that the money was deposited into his account. The Complaints Team marked the complaint as 'resolved' and expressed appreciation for the player's cooperation.
Spinanga Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Spinanga Casino
Safety Index:HighCase summary
Discussion
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10 months ago
Translation
Good evening.
On 24/02/2025 I deposited and played at Spinanga casino and won approximately €1608. On the same day I withdrew €500, because in the terms of the site and as they told me in the live chat, they write that in the player category I am, I can withdraw €500 every 24 hours and I continued playing.
I continued playing on the second day and 24 hours after the first, I withdrew another €500.
Again I continued playing, where finally on the third day I withdrew the remaining money I had left, which was €500.
After three business days passed, I started talking to them on live chat, where they told me to be patient, they don't have access to the financial department that handles withdrawals, that they will deposit them to me soon, and much more. I have the messages saved.
Can you please tell me what else I need to do?
I have been in contact with him many times, as you could see from the transcripts of the live conversations.
I also sent them emails, which they never responded to.
Thus, they will force me to officially file a complaint, both to the authorities in my country and to the authorities of the European Union, with the messages, the codes of the bets that were played and the screenshots of the site with the amounts and everything else.
Thanks.
Automatic translation:
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10 months ago
Dear Splantza1970,
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,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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10 months ago
Dear Splantza1970,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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10 months ago
Translation
I would like to inform you that the money was deposited into my account today.
However, thank you very much for your intervention.
Automatic translation:
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10 months ago
Translation
I would like to inform you that the money was deposited into my account today.
However, thank you very much for your intervention.
Automatic translation:
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10 months ago
Dear Splantza1970,
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,
Nick Bacon
Casino.Guru
