The player from Italy had a canceled withdrawal request without consent and worried about reliability issues with the casino. He submitted a new request but expressed frustration over ongoing problems that only occurred during withdrawals. The issue was resolved when the player successfully completed a bank transfer withdrawal, which was received two days later. The complaint was marked as 'resolved' by the Complaints Team.
Spinanga Casino - Player’s withdrawal request is delayed.
Amount: €200
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
3 weeks ago
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1 month ago
Translation
Hello, my withdrawal request was canceled without my consent. I have submitted a new withdrawal request. They told me that, coincidentally, there was an error created by the provider! Funny how these issues don't arise when depositing, but when you make a withdrawal request, all the problems in the world surface. The level of reliability and security is not high at all. They always try to make you lose everything! And here I am, still waiting for my withdrawal, hoping it won't be canceled without reason. The level of reliability is very low, far from high!
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1 month ago
Dear Gambleroppo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Could you please specify when exactly you made your current withdrawal request?
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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1 month ago
Translation
Hi, I made the request 3 days ago, but they reloaded them into my account telling me that there was "an error in the provider". I remade the request yesterday and I'm still waiting!
No, I have not made any withdrawals in the past, there is no type of verification to pass, except during the registration phase.
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1 month ago
Thank you for your response. Could you please send me a screenshot of your withdrawal history?
Which payment method did you choose for your withdrawal?
Have you made sure to use the same payment method that you used for depositing?
Additionally, if you have any screenshots or chat transcripts of your communication with customer support, kindly forward them to me at veronika.l@casino.guru. Alternatively, you may post the screenshots here. Thank you for your patience and cooperation.
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1 month ago
Translation
Look, this morning they cancelled it again.
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1 month ago
Thank you for your reply. I understand how frustrating it can be to have your withdrawal request canceled multiple times without a clear timeline for resolution.
To help you move forward, could you please confirm if you've tried submitting a new withdrawal request using an alternative payment method? Keep in mind that any new payment method would need to go through the casino’s verification process, which may involve making a small deposit first. I would recommend reaching out to the casino’s customer support team beforehand to clarify the specific requirements for using a different method.
Let me know how it goes, and I’ll be here to assist further if needed.
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1 month ago
Translation
Yes I have adopted different withdrawal methods. Now I have tried the withdrawal request via bank transfer. If this does not work either, I will proceed with the complaint.
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1 month ago
Thank you, Gambleroppo, for your reply. Could you please update me on the current status of your withdrawal request?
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3 weeks ago
Dear Gambleroppo,
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 weeks ago
Translation
Problem solved. I made the bank transfer and two days later they arrived.
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3 weeks ago
Dear Gambleroppo,
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,
Veronika
Casino.Guru
