Spinanga Casino - Player's withdrawal is delayed.

Hello,

I have previously made withdrawals at this casino and never had any issues.

Last week, I wanted to withdraw again, and I've now been waiting for 9 business days for my withdrawal.

In the chat, I am told the same thing every day.

That they are reviewing the withdrawal!!

The usual waiting time is 5 days!

What can I do now???

Dear amarcallejon,

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 a high volume of withdrawal requests, gameplay investigation, or some external factors the casino cannot influence. 

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear amarcallejon,

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.

We’ve reopened this complaint at the request of amarcallejon. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following message:

Hallo,

es sind jetzt 14 Tage vergangen und ich bekomme noch immer die gleiche Antwort.

Auszahlung verzögert sich!!

Bitte um Hilfe.

Could you please specify if you passed the full KYC verification?

What types of games did you play?

Did you accumulate your winnings with or without a bonus?

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.