The player from Italy won 10,500.00 and has made three withdrawal requests, but her account has been under review since October 22, delaying the process. She is frustrated as customer support keeps providing the same response.
Spinanga Casino - Player's withdrawal is delayed due to account review.
Amount: €10,500
Spinanga Casino
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Case opened
Current status
Waiting for casino to reply
5d 16h 6m 37s
Case summary
yesterday
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2 weeks 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.
Automatic translation:
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2 weeks 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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2 weeks ago
Translation
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 week ago
Translation
Today 05/11 they asked me for all the documents, I hope my money will arrive
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1 week 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 week ago
Translation
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 week ago
Translation
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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4 days ago
Translation
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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4 days 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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2 days ago
Translation
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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yesterday
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
Spinanga Casino has 5d 16h 6m 37s to reply
