The player from Greece had a pending withdrawal of 180 euros that had not been received after 4 days, despite the casino's policy of completing withdrawals within 1-3 business days. The Complaints Team had attempted to assist by advising the player to ensure that all KYC verification was completed and to wait a minimum of 14 days before escalating the issue. However, the player did not respond to follow-up messages, which led to the decision to reject the complaint due to a lack of information for further investigation.
Spinanga Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €180
Spinanga Casino
Safety Index:HighCase summary
Discussion
Public
Public
1 year ago
Translation
I made a withdrawal of 180 euros 4 days ago and I still have not received the amount. However, the casino states that withdrawals are completed within 1-3 business days.
Automatic translation:
Public
Public
1 year ago
Dear tsatsanis2016,
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
