The player from Spain had requested three withdrawals of 800 euros each on July 6th and sent the required documentation as instructed, but had not received any response. Despite being told that no verification was needed, the finance department kept asking the player to wait. We advised the player to be patient and wait at least 14 days. The player later confirmed receiving the money for all three withdrawals. The complaint was marked as resolved.
Spinanga Casino - Player’s withdrawals are delayed.
Amount: €2,400
Spinanga Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
3 months ago
Translation
Hello,
I requested 3 withdrawals of 800 euros each on July 6th, one after another. I sent documentation to the email provided on the page, but I haven't received any response at all. I'm not sure if my account is verified because it says no verification is needed.
I write to them and they always say the same thing: to wait, that the finance department will get back to me.
Will I get paid?
Automatic translation:
Public
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3 months ago
Dear Sandrarb82,
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 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,
Veronika
Public
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3 months ago
Translation
Ok I'll wait
It's clear that the account says that verification is not required, and customer service tells me that if they don't ask me for anything, they don't need it and that the financial department will contact me.
I will be patient and if I have not been admitted in 15 days I will write again
thank you
Automatic translation:
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3 months ago
Translation
hello good
I just received the money instantly for the three withdrawals… thank you very much anyway
Automatic translation:
Public
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3 months ago
Dear Sandrarb82,
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,
Veronika
Casino.Guru
