Spinanga Casino - Player's withdrawal is delayed.

Good morning,

Unfortunately, there are problems once again with Spinanga concerning the withdrawal of funds, this time involving 6000 euros.

I have been waiting for over a week for a payout. The first few withdrawals went smoothly, but since last Monday, they have unfortunately not paid anything out.

All information in my payment and withdrawal sections has been set to zero, and I can't see anything anymore. They claim it is due to issues with my computer and mobile phone.

So far, they have not requested KYC, even upon my inquiry, they assured me that everything is fine with my account.

Last night, a staff member told me in a chat that the withdrawal would take as long as it needs to be processed.

The whole process has become quite tedious.

I'm from Germany, which unfortunately cannot be changed here.

Dear kohlmannjk,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you received confirmation about the request in your email inbox?
• Could you please advise if there is any record of the withdrawal status in your transaction history?
• Are previous successful withdrawals recorded there?
• Please forward me your recent correspondence with the casino regarding the issue. My email is tomas@casino.guru

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,

Tomas

As I said, everything is set to zero, I no longer have an overview of what was paid out and when because you can no longer see it in the profile

According to Spinanga, it's on my computer, but it's the same on my cell phone

I always get emails when I want to pay something, yes

Sharing a chat transcript or other correspondence with the casino would be very helpful in understanding the situation you are facing.

Please forward it to my email at tomas@casino.guru

If you saved the conversations with support via screenshots, you can post them directly in the complaint thread.

I'll await your reply.

Dear kohlmannjk,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.