The player from Germany had been waiting for two weeks to withdraw her winnings of 800 Euros, with only partial withdrawals under processing and no updates from support. After canceling a previous withdrawal of 300 Euros, she subsequently withdrew 500 Euros and 330 Euros but had yet to receive any funds. The Complaints Team had extended the investigation period to allow her time to respond, but due to a lack of communication from her, the complaint was unable to be investigated further and was rejected.
Spinanga Casino - Player's withdrawals are delayed.
Amount: €1,330
Spinanga Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
3 months ago
Translation
Hello, I ask for your help. I'll describe my situation to you. On August 20th I won 800 euros. I want to have it paid out but then I noticed that I can only withdraw 500 in one day. Then the next day I withdrew the rest, 300 euros. But when I checked it was always processing. Then I wrote several times via chat how long the processing would take. I always got the same answer. I shouldn't worry, the money is safe, they apologize, they will pass it on. On August 30th, 2024 I looked at my game account and nothing had changed, then I just canceled the 300 euros and the 300 euros were credited back to my game account. Then I played and then I won 830. Then on August 30th I withdrew the 500€ and the next day I withdrew 330 euros. I know that's still a bit short Time, but I should already receive the first 500€, right? PLEASE HELP ME.
Best regards
IA
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 months ago
Dear ivinin123,
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?
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
Public
Public
3 months ago
Translation
Hello, first of all thank you for your message. I have never made a deposit. I also wrote to online chat and they checked it and I was told that some players (customers) don't need it. My winnings have accumulated without a bonus.
Lg Ivana A.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 months ago
Translation
Hello, thank you very much, today I received an email saying that I will receive the first 500 euros
LG IA
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 months ago
I'm glad to hear that! Please let me know when you receive the first 500€.
Just to confirm, you have two other withdrawal requests, one of 500€ submitted on August 30, and another of 330€ submitted on August 31, is that correct?
Public
Public
3 months ago
Translation
Hello, thank you very much, I received the 500.
Yes, that's right, I still have to get 500€ and 330€.
Best regards
IA
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 months ago
Thank you for informing me. If you do not receive your withdrawals by September 14th, please contact me, and we will proceed with the investigation alongside the casino representative.
