Spinanga Casino - Player's withdrawal is delayed and payment history faulty.

Good evening. I am encountering issues with both the withdrawal and payment history features. I initially connected to the casino on the 23/1 and withdrew an amount of 500€ on the same date. The following day, I requested an additional withdrawal of 100€. From the evening of the 24/1, despite making more deposits and playing with my money as usual, my payment history generates an "indefinite status" for both deposits and withdrawals. I spoke with numerous representatives on live chat, and while initially, I was told there was a technical issue, in the following days they simply responded that my withdrawals would be processed normally. In the last conversation, they advised me to clear my browser, but this change accomplished nothing. I am genuinely fearful that all this might be intentional and that I will not receive my money. As for the withdrawal, for the first one on 23/1, even though the initial three days have passed, it has yet to be approved and I was told that there are delays in processing. I have chat transcripts as well as screenshots from how everything displays on the site and what responses they have provided. Honestly, I do not want to lose my money. Some things appear quite suspicious to me.

Dear Gkgkgk92,

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

Good morning. No, we're on day 4 and the request still hasn't even been approved. I also spoke with the service today and they answer me with the same automated message that the requests take 3 working days, etc. I have not received a clear answer. When I ask if they can confirm that I won't lose my money they just say not to worry. I have not been asked for verification. And my payment history keeps showing me "undetermined status" for the 6th day in a row. I worry about the outcome of my withdrawals.

I want to close the matter. The money just came in!!!!

Dear Gkgkgk92,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru