The player from Greece had made three withdrawal requests from Spinanga, with the first request dating back 15 days. Despite sending over 20 emails and having more than 10 live chat conversations, all requests remained under review with repetitive reassurances from the casino. The Complaints Team had facilitated the resolution of the issue, and the final withdrawal was completed after 19 days. The player expressed dissatisfaction with the casino's payment processes and stated he would not engage with them again. The complaint was marked as resolved in the system.
Spinanga Casino - Player's withdrawals are delayed.
Amount: €471
Spinanga Casino
Safety Index:Very highSafety Index
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9.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
Good evening,
I have made 3 withdrawal requests from Spinanga, the first on 4/8/2024 (15 days ago), the second on 6/8/2024, and the third on 14/8/2024, and they are still under review by the company. I have sent more than 20 emails and spoken over 10 times on live chat, and they continuously give me the same "reassuring" responses. They say there is indeed a delay, that the requests have been sent to the financial department, to be patient, that my money is safe, etc.
I am starting to believe that I will not be paid.
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3 months ago
Dear panagiotistsiaras,
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.
- 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?
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
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3 months ago
Translation
Good morning.
-I haven't done any other withdrawals in the past, these are the first.
-Although I have not been asked for verification, I have sent them a copy of my ID and a copy of my PPC account. I have asked them if they need anything else and they said no!
-No active bonus.
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3 months ago
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Good evening to you
Yesterday, a few hours after our conversations, 2 of the three withdrawals were completed. I don't know if it was a coincidence or if you did something about it, but if you really intervened then congratulations! There is one left, the most recent one on the calendar (14/08, 125 euros), which I hope will also be completed soon.
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3 months ago
Thank you for your reply, panagiotistsiaras. I will keep this complaint open until you confirm the last withdrawal has been successful. Please keep me informed about any further developments.
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3 months ago
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Good morning.
FYI, the third withdrawal request I made on August 14th, has still not been completed.
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3 months ago
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Good morning. My upload is still not complete. Today is the 16th day of waiting. If they don't complete it today then it will go to Monday which will be the 19th day since my request!!! I see that you have ranked this particular company VERY HIGH in terms of safety index! I don't think so! By far the worst company in terms of payments! Nothing like this has ever happened to me before...
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3 months ago
Thank you for the updates, panagiotistsiaras. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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3 months ago
Translation
Good evening. I sent the last conversation I had with Spinanga to the email you indicated.
My request has been in "pending" status since August 14th.
I had made two other withdrawals which were also delayed by 15 days one and 13 days.
The conversations I have with the company are all the same. Reassuring answers, rather standard, which say that the accounting office has been informed, to be patient, my money is safe, etc., etc.
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2 months ago
Thank you very much, panagiotistsiaras, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
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Good morning. The withdrawal was completed last Monday (19 days since I made the request!!!). I forgot to inform you, sorry. Thank you very much for your interest and actions.
And one last thing for your readers to know. From my own experience, I rank this particular company in the worst position of all the companies I have played with. I will not be dealing with them again and I am warning anyone who intends to do so!!!
Good luck!
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2 months ago
Dear panagiotistsiaras,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Katarina
Casino.Guru
