The player from Germany had won 400 euros on 22.08.24 but had repeatedly received the same response from customer support, leading to suspicions of fraud. After further communication, it was confirmed that she had received her winnings, and the complaint was marked as resolved.
Spinanga Casino - Player's withdrawal is delayed and feels scammed.
Amount: €400
Spinanga Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
I hope you can help me.
On 22.08.24, I won 400 euros.
When contacting customer support, I keep getting the same response dictated to me.
I suspect a fraud.
Automatic translation:
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3 months ago
Dear sanelaratingen1996,
Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will definitely need more information. Could you please elaborate? Has your withdrawal request been pending since August 22?
I will be patiently waiting for your reply.
Best regards,
Kristina
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3 months ago
Translation
I won the money on the 22nd and so far we are no further forward.
the status is still "in progress"
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3 months ago
Translation
Hello I would be very happy if you could help me
Automatic translation:
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3 months ago
Thank you for your reply, sanelaratingen1996. 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 confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
Thank you.
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3 months ago
Dear sanelaratingen1996,
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.
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3 months ago
Dear sanelaratingen1996,
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,
Kristina
Casino.Guru
