Spinanga Casino - Player’s withdrawal is delayed and winnings weren't credited.

Hello,

I have a serious problem with my withdrawal. I made my first deposit on 27/01/2025, and two hours later, I requested a withdrawal of 339, which is still pending to this day.

Additionally, I was playing live Blackjack, and during one round, my winnings were withheld (I informed you immediately with the transaction history number via live chat). To this day, neither the withdrawal has been processed, nor has my request regarding the withheld winnings in live Blackjack been resolved, to have the money returned.

Furthermore, after requesting the withdrawal, I asked for verification, and I was told it was not necessary.

Dear thanosttt89,

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 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, we will intervene and do our best to help you.

Furthermore, could you please clarify if the Blackjack winnings were confiscated or if the winnings just weren't credited to your casino account?

Has this bet and its result (win) been recorded in your game history?

Thank you in advance for your reply.

Best regards,

Kristina

Good morning.

Initially for kyc, because I insisted on providing documents and doing verification, they told me it wasn't necessary through live chat.

The winnings from live black Jack, while the game provider said I won, were not credited by the provider. I applied directly to the provider to check it and they told me it takes 72 hours. Then I applied to spinanga, I explained the situation to them and they told me they would check it. It has been 9 days since the complaint!! Of course I kept a history as I have uploaded it in a screenshot.

Good morning Christina

They just made me a deposit of 339 euros. They didn't answer me about the winnings from live black Jack.

But I don't mind because with their behavior I thought I had wasted my money!

Thank you for your reply, thanosttt89. Could you please clarify your last message? Do I understand correctly you are no longer interested in proceeding with this complaint? Can we consider the case resolved?

Yes, let's close the complaint as resolved!

They paid my withdrawal.

Dear thanosttt89,

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