The player from Germany deposited 700€, won 3500€, and requested a withdrawal a month ago. Despite providing all necessary documentation, the withdrawal remains unconfirmed with support advising to wait longer.
Spinanga Casino - Player's withdrawal has been delayed.
Amount: €3,500
Spinanga Casino
Safety Index:Very highSafety Index
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Case opened
Current status
Waiting for casino to reply
3d 8h 10m 54s
Case summary
4 days ago
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1 week ago
Translation
I deposited 700€ and won approximately 3500€. Almost a month ago, I requested a withdrawal that still hasn't been confirmed. I've provided all necessary documentation for validation but the support staff just keep telling me to wait longer.
It's been such a long time now, I'm assuming the casino is causing the delay.
Automatic translation:
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1 week ago
Dear MEINDLCC,
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 clarify if you received any confirmation regarding successful verification?
- Did you accumulate your winnings with or without an active 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,
Kristina
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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1 week ago
Translation
Hello Kristina,
I haven't been able to make a withdrawal yet and my account isn't verified. Yes, I received a bonus.
Best regards
Christian
Automatic translation:
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1 week ago
Thank you for your reply, MEINDLCC. 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.
Additionally, 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.
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1 week ago
Translation
Hello Kristina,
The payout has been pending for over a month now. It is due to the pending verification of my e-wallet payment history. After consulting the live chat, I sent this history (3 weeks ago) by email. The rest of the communication took place via live chat, so I didn't take any screenshots. The casino simply doesn't respond by email, but the live chat said they had received the documents.
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4 days ago
Thank you very much, MEINDLCC, for your cooperation. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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4 days ago
Hello MEINDLCC,
My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.
I would like to invite Spinanga Casino’s representatives to join this discussion in order to resolve this issue.
Dear Spinanga Casino,
Could you please provide an update on the status of the player’s withdrawal request?
Best Regards,
Jakub
Spinanga Casino has 3d 8h 10m 54s to reply
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