The player from Germany had reported an issue with three pending withdrawals that had not been processed within the casino's stated 1 to 3 business day timeframe. He expressed frustration and urgency regarding the delay. We had advised the player that withdrawals could sometimes take up to two weeks to process and decided to wait for this period before contacting the casino. After extending the timer by a week, we had to reject the complaint due to lack of response from the player.
Spinanga Casino - Player’s withdrawals are delayed.
Amount: €200
Spinanga Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
Hello, I've had 3 "pending" withdrawals for several days, even though the website stated it would only take 1 to 3 business days... we are already on the 4th day and it seems like they are not paying, I feel cheated and I urgently need my winnings.
Can you help?
Automatic translation:
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2 months ago
Dear dopekiddyy,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawals 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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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2 months ago
Translation
Today is my fourth day and I still haven't heard from them... it's not normal that you have to wait that long. I won't wait 14 days. Please do something about it. I need the money as soon as possible
Edited
Automatic translation:
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2 months ago
As mentioned before, here at Casino.Guru, we allocate a two-week timeframe to address delayed payment cases. We initiate contact with the casino only after this two-week period from the withdrawal request. It's essential to note that we refrain from reaching out to casinos prematurely, and the majority of cases are successfully resolved within this specified duration. To keep you in the loop, I'll set a timer for an additional 6 days, bringing us to the two-week mark since your withdrawal request. If there are no updates by then, we'll proceed to contact the casino on your behalf.
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2 months ago
Dear dopekiddyy,
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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1 month ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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