The player from Greece had reported a delay in his three withdrawal requests from an online casino. Despite the casino's assurance of processing, there had been no progress. The player received the first withdrawal after seven days but faced rejection for the second request of 800 euros with no reason given. The casino's customer service had been unresponsive, citing high workload. The Complaints Team had extended the response time by seven days for the player to provide more information. However, due to the player's lack of response, we were unable to proceed with the investigation, resulting in the complaint being rejected.
Spinanga Casino - Player's withdrawal is delayed.
Amount: €1,800
Spinanga Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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10 months ago
Translation
I have made 3 withdrawal requests, the 1st one 6 days ago, but not received any response despite daily communication via chat. They continue asking me for patience and apologize for the delay, saying that the request is being processed, but so far absolutely nothing has happened.
I'm afraid that I may lose my money, despite their reassuring promises.
Automatic translation:
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10 months ago
Dear efthimioychris1,
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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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10 months ago
Translation
Seconds ago, the first deposit was made.
I'm waiting for the next two.
Thank you very much and I will keep you posted
Automatic translation:
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10 months ago
Thank you for your reply, efthimioychris1. I am happy to hear that! I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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10 months ago
Translation
After 4-5 days of waiting for the second withdrawal request I had made of 800 euros, they finally just rejected it without any excuse and in the live chat they block you due to workload.
They made me a deposit of 500 euros after 7 days and now I will have to wait for the rest again.
worst thing that has happened to me really
Automatic translation:
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9 months ago
Do you currently have any pending withdrawals? Could you please post a screenshot of your withdrawal history here in this thread?
