Spinanga Casino - Player's withdrawal requests keep getting cancelled.

Firstly, I've been trying since 1/03/2024 to make withdrawals of 500€, several times, as this is the maximum amount that can be withdrawn. I believe I've attempted 8 withdrawals and all of them end up getting cancelled without any explanation given. I contacted their support and was told that they were experiencing issues but that my withdrawals were approved. Shortly after, the withdrawals are cancelled without them providing any reason. Out of the 8 attempts, only one has been successful (in dogecoin), so I tried to withdraw more using this payment method. Again, with no success, it stays in pending status for days. I also want to mention that I sent emails to their support and was told that they had already fixed the issue and asked me to stay calm. But as mentioned above, this was not the case and the withdrawals were cancelled. The last message I received from them was on 13/03/2024. Despite subsequent emails I've sent, and their withdrawals repeatedly failing, they have not responded to me. My account is verified and they confirmed everything is in order. However, the money still has not arrived and when you try to make a withdrawal, it stays in pending status for over 5 days only to then be cancelled and I have to wait again, this is a continuous cycle.

I also want to highlight that initially, I tried to make the withdrawals directly to my bank card but seeing that this didn't yield results, I tried with my e-wallet. I chose this method as their policy mentioned it is almost instant and very quick. However, these too were cancelled after spending days in a waiting status.

I have attached photos of how my withdrawals remain pending and the last message I received from spinanga in my email on 13/03/2024.

Thank you.

Dear Climax24,

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. 

• Do I understand correctly that you have made one successful withdrawal so far?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate 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,

Kristina

• Yes, fortunately one of the 8 or more withdrawals that I have tried has been satisfactory, the others, as I mentioned, all end up being cancelled, making it eternal to withdraw all the money.
• There is no KYC verification since I was told my account was compliant. All the requirements. And the times you contact their technical support. They told me over and over again that everything was in order.
• They were not each and every one earned with real money.

Thank you for your reply, Climax24. Could you please post here (or forward me) your full withdrawal history? How many withdrawals are pending at the moment?

I finally managed to solve the problem, so in the end I don't need this help. I have tried to seek help on your website to be able to close this account in casino guru but unfortunately I did not find a solution, would you be so kind as to delete my account and all personal data related to this account, thank you very much.

Dear Climax24,

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