The player from Portugal had initially been unable to withdraw a total of 200 euros from their account and had received no response regarding their request. After communication with the Complaints Team, the player had reported that they received a partial amount of 80 euros and were awaiting the rest. The Complaints Team had advised patience, as withdrawals could take time to process, and had offered to intervene if the winnings were not received within 14 days. However, the player later confirmed that the problem had been resolved and they were able to withdraw their winnings. The complaint had been subsequently marked as 'resolved' by the Complaints Team.
Spinanga Casino - Player’s withdrawal issue.
Amount: €80
Spinanga Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
I'm tired of asking for help with withdrawals and so far, I've received no response. I have a total of 200 euros and I can't make even one withdrawal.
Automatic translation:
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6 months ago
Dear Danielabb,
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.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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6 months ago
Translation
Yesterday they returned the first 80 euros, I think something has happened with the transfer... I've already asked for help filling out the bank transfer to which they didn't respond... I asked for a manual withdrawal... my bank and agricultural bank received no response and the first deposit was by mby
Automatic translation:
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6 months ago
Thank you for your reply, Danielabb. 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?
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6 months ago
Translation
Problem solved, I was able to withdraw, thank you very much
Automatic translation:
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6 months ago
Dear Danielabb,
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,
Kristina
Casino.Guru
