The player from Spain had been struggling with delays in withdrawal since Sunday. The online casino had exceeded their 3-day processing window, and support only responded with generic messages telling the player to wait. The player expressed frustration with the lack of progress and requested the closure of the case. After confirming the player's intention, we closed the complaint as 'resolved' as the player had successfully closed their casino account.
Spinanga Casino - Player's withdrawal has been delayed.
Amount: €360
Spinanga Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
Translation
Hello, I've been dealing with withdrawals since Sunday and two more since Monday... They are not fulfilling the 3-day period and the chat only responds with generic messages without providing solutions, only telling me to wait and wait...
Automatic translation:
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7 months ago
Dear Nole77,
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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Translation
The account does not require verification. It annoys me that every time you try to talk to them they give you the same excuses.
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7 months ago
I fully understand your frustration, Nole77. However, I will set the timer for additional 7 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.
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6 months ago
Translation
Close the case, close the account forever
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6 months ago
Thank you, Nole77, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
PS: Could you please clarify which account you wish to close? If it's Casino.Guru account, I can arrange that, but if you wish to close your Spinanga Casino account, you need to contact the casino directly.
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6 months ago
Dear Nole77,
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.
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6 months ago
Translation
Yes, close the case, I closed the account with the casino.
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6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Nole77, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
