The player from Italy won 10,500.00 and had made three withdrawal requests, but her account had been under review since October 22, delaying the process. She had been frustrated as customer support kept providing the same response. After the intervention of the Complaint team, the issue was resolved when the player's account was finally verified, allowing her to access her winnings. After receiving the first withdrawal of 500 euros, she confirmed that all her withdrawals had been credited, and her game account had been unlocked. The Complaints Team marked the case as resolved after the player confirmed the complaint was solved.
Spinanga Casino - Player's withdrawal is delayed due to account review.
Amount: €10,500
Spinanga Casino
Safety Index:HighSafety Index
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8.4
Spinanga Casino has a Safety Index of 8.4, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 weeks ago
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1 month ago
Translation
Hello everyone, please, I am desperate and don't know what to do anymore. I placed a rather high bet on this site and ended up winning 10,500.00. I made three withdrawal requests on the 9th, 10th, and 11th of October. However, to this day, my account has been under review since the 22nd of October, I believe to verify the documents. I am desperate as the chat keeps telling me the same thing repeatedly, and now I fear that my money will never arrive.
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1 month ago
Hello vecchioneg7,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinanga Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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1 month ago
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The verification process has been ongoing since 10/22, it won't let me access the account because it says it's under review. I sent selfies with ID, I'm desperate.
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1 month ago
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Today 05/11 they asked me for all the documents, I hope my money will arrive
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1 month ago
Hello vecchioneg7,
I'm pleased to hear there has been some progress in your case, even though the verification process is taking longer than usual. If possible, could you kindly forward the communication between yourself and the casino to nikolas.b@casino.guru so we can review it further?
Thank you, and I look forward to hearing from you.
Best regards,
Nick
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1 month ago
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They asked me to send proof of residence, selfie with document and website in the background, bank statement and credit card to their email, I sent everything...But they keep telling me that I have to wait... I've been waiting for a month, I'm desperate
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1 month ago
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After accepting bank statement, selfie, credit card photo, they continue to refuse proof of residence. I sent proof of residence issued on the Italian state website. If they refuse this too I will go to the police.
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1 month ago
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As of today 11/11 they still haven't reopened my account and sent my money.....I'm desperate please help me
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1 month ago
Thank you vecchioneg7 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 month ago
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They keep refusing me proof of residence... I sent the family unit... INPS pay slip... invoice in my father's name with the relative family unit to certify that he is my father.... They keep making fun of me please help me
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1 month ago
Dear vecchioneg7,
I'm Michal, and I have taken over this complaint. I have reviewed this case, I will contact the casino to shed more light on this matter. Please forward me all the communication you had with the casino team to review it and get a better understanding of the situation.
I would like to invite Spinanga Casino to join the conversation.
Dear Spinanga Casino,
Could you please clarify the reasons why the submitted documents were deemed insufficient for completing the player's KYC process? Can you please inform me of any additional documents required from the player? If there are any underlying factors causing this delay that cannot be disclosed publicly, I would appreciate it if you could share them with me directly via email at michal.k@casino.guru
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1 month ago
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Today they asked me to send an official document as proof of residence... I went to the town hall and had the certificate of residence printed and signed... I paid €16... let's hope that at least this one is accepted
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1 month ago
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Today they approved my account and verified everything but they won't let me access the account, it says it's under review, they are scammers!!
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1 month ago
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In chat they told me, after my account was regularly verified: "I kindly inform you that from the checks carried out, it appears that your account has been verified, however due to administrative decision it is not possible to log in, we kindly ask you to wait for the competent department to complete the withdrawals in your favor, thank you for your understanding"
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1 month ago
Dear vecchioneg7,
Thank you for the updates. It is indeed encouraging news that your account has been verified, and you are expected to receive your winnings. I will await your confirmation upon receipt.
Regarding the closure of your account, this decision ultimately lies with the casino. Each casino reserves the right to close any player's account at their discretion, provided that all financial obligations have been met, which means there should be no remaining real money balance. I understand this may not be the most favorable situation for you; however, casinos have the authority to take such actions, and unfortunately, there is very little we can do in this regard.
Nonetheless, I believe we can agree that the priority right now is ensuring you receive your winnings. I am hopeful that they will arrive soon. Please keep me informed when you do receive them.
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1 month ago
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My account is still under review, today I received the first 500 euros but they still do not allow me to access the game account
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1 month ago
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And I want to point out that there are still 9,000 euros in my gaming account, and two other withdrawal requests for 500 euros. I received the first 500 euros this morning, but they still won't let me access my gaming account
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4 weeks ago
Dear vecchioneg7,
I have reviewed the casino's withdrawal policy and discovered the following table.
While I understand your desire to withdraw your winnings in a single transaction, it appears that the casino will be processing your withdrawals in accordance with the specified schedule. Your account is likely to remain inaccessible until all withdrawals have been processed and subsequently closed permanently; unfortunately, there is little we can do to change this situation. As I previously stated, our primary focus is to ensure that you receive your winnings.
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4 weeks ago
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Thank you very much, I'll update you as soon as I receive the other two samples.
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4 weeks ago
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I wanted to let you know that my withdrawals have been credited to me and my game account has been unlocked, I wanted to thank you from the bottom of my heart for the help you have given me!
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4 weeks ago
Dear vecchioneg7,
I am pleased to hear this positive update. It is gratifying to know that we could effectively address your concerns. Could you please confirm if the issue has been fully resolved, allowing me to close this case, or is there anything further you need assistance with?
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4 weeks ago
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For now it's solved, if there are still problems I will contact you again
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4 weeks ago
Dear vecchioneg7,
Thank you for the confirmation. We’re glad that our intervention helped to resolve the situation. Should you experience any further difficulties at Spinanga Casino and find that the casino team is not adequately addressing your concerns, please feel free to contact me directly at michal.k@casino.guru and I will step in if needed.
As you confirmed the issue is solved, we'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Rate 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,
Michal
Casino.Guru
