The player from Germany experienced a delay in withdrawal despite the casino's stated policy of a maximum of 3 business days. After over a week, support continued to provide unsatisfactory responses. The player confirmed that the withdrawal request had been submitted on August 12th and that the winnings had been accumulated without a bonus. After 8 working days, the player finally received the amount, and the issue was marked as resolved by the Complaints Team.
Spinanga Casino - Player's withdrawal is delayed.
Amount: €230
Spinanga Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
The terms and conditions of the casino state that a withdrawal should take a maximum of 3 business days. It has now been over a week, and the site's support just keeps giving me the runaround. I have already seen that many people have complained on AskGamblers, and some never received their withdrawals at all.
Automatic translation:
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3 months ago
Dear Samed98,
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,
Veronika
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3 months ago
Translation
Thank you very much Veronica,
Yes, the account has already been verified or has not yet been asked to submit verification documents.
Then I'll wait 14 days and get in touch if the payment still hasn't gone through.
Kind regards
Samed G.
Edited by a Casino Guru admin
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3 months ago
Thank you for your reply. Could you please specify when exactly you submitted your withdrawal request?
Have you accumulated your winnings with or without an active bonus?
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3 months ago
Translation
I paid out my winnings on August 12th. The payout is still being processed. I accumulated the winnings without a bonus.
Thank you.
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3 months ago
Translation
Hello,
I wanted to let you know that after 8 working days I have finally received the amount.
So you can consider the case solved.
Thank you for your help.
Best regards
Samed G.
Edited by a Casino Guru admin
Automatic translation:
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3 months ago
Dear Samed98,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
