The player from Finland had a pending withdrawal made on August 22, 2024, which the casino was not processing despite assurances of safety. He received repeated requests for patience, with the casino attributing the delay to the payment provider. After he informed the casino of his complaint, the payment was processed. The issue was marked as resolved by the Complaints Team upon confirmation from the player.
Spinanga Casino - Player's withdrawal is delayed.
Amount: €100
Spinanga Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
I received a bonus from the casino with which I won a small amount. The bonus has been wagered, and I made a withdrawal on August 22, 2024. The withdrawal process seemed straightforward, but the casino is not processing the withdrawal. I am only receiving various responses and being asked to be patient. My account does not require verification.
The most recent response from them on September 2, 2024:
"We have checked your withdrawal, and there seems to be a delay in processing on your payment provider's side.
We would like to assure you that this is nothing to worry about and that your withdrawal is safe. We kindly ask you for some patience while your withdrawal is being processed, and we apologize for any inconvenience caused."
Automatic translation:
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Public
1 month ago
Dear joresko,
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 share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
Public
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1 month ago
Translation
When I informed the casino that I am filing a complaint, the payment was made today, the case can be closed!
Automatic translation:
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1 month ago
Dear joresko,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
