Spinanga Casino - Player's withdrawal has been delayed.

I placed the bets in accordance with the casino's terms of service

I won this amount by betting with my bonus, following all the rules, but the casino simply doesn't want to pay me. I requested my withdrawal on 22/03/24 and today is 05/04/24 and I still have not received my money

I've contacted the support but have not been able to resolve it, they always say that there has been a delay and that there is no timeline. I believe they don't want to pay me.

Dear novocanalhelp, 

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?

Could you kindly specify which bonus you took? Please send me the link or the screenshot of the bonus.

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, 

Veronika

Hi, I haven't even made a withdrawal before.

About KYC (The casino informs that I do not have to verify)

Regarding the bonus, it was 100% deposited

Thank you very much, novocanalhelp, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello novocanalhelp,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinanga Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Dear Customer,

Thank you for reaching out.

We kindly request you to provide us with your registered email address in order to help you with your query.

Best Regards,

Spinanga Casino

My problem has not yet been resolved, look at the delay, SINCE 03/22

THE ONLY ANSWER IS (WE ARE DELAYED IN PAYMENT) LET'S CHECK NOTHING HAPPENS.

Hello novocanalhelp, thank you for the information.

Dear Spinanga Casino, do you have any updates regarding the player's withdrawal, please?

Don't recommend this casino, you have a name to uphold (CASINO GURU) they don't even respond or pay, look at the delay in even responding.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear customer,

Please be informed that, prior to processing your withdrawals, the account verification is required.

In connection to that, several documents have been requested from you.

Feel free to upload them via the verification page of your account.

Thank you in advance.

Sincerely,

Spinanga Team

A month to tell me this? Why didn't you inform me when I contacted support?

Another thing, the verification function when I made my account did not allow me to send documents.

now the website has an error, how can I send it if there is no field to upload the documents,

30 days to notify me of this, another 30 days to confirm? and another 30 for the option to send the documents to work? Your response a month before was late payment, wasn't it? I don't recommend or recommend anyone to play with you, I don't trust in any way anymore and I know you're fooling around

Where can I go, I'm making a complaint and showing that if you play, you won't get paid and you'll lose your money.

THE UPLOAD FUNCTION DOESN'T WORK, I HAVE TESTED SEVERAL BROWSERS AND NOTHING

complicated saw this casino

Dear Spinanga Casino, can you assist the player with the process of uploading the requested documents?

I've already sent the documents, but I haven't received my money yet, I've been waiting for a month, nothing.

Dear all,

We would like to confirm that the customer's account has been verified and the withdrawal in question was paid out.

We hope this helps us reach the resolution of the case.

Sincerely,

Spinanga Casino Administration

Thank you for the information.

Dear novocanalhelp, could you please confirm once you have received the payment?

Dear novocanalhelp,

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.

Hello my friends at casino guru, sorry for the delay, yes I received it, thank you for your help.

Dear novocanalhelp,

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,

Dominika

Casino.Guru