Spinanga Casino - Player's withdrawals are delayed.

I have made three withdrawals since last Thursday, and almost a week has passed without any of them being credited to my account. I contacted customer service today, and they told me not to worry. They also apologized and informed me that I have been placed in a priority queue because the amount is significant. Seeing that some others haven't received their amounts, I am getting anxious about my own money, and I don't know what else to do. Can anyone tell me how I can get my money into my account?

Dear mctpxy2xxn,

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

Yes, I have simply contacted them again and today again and every time they tell me the same thing not to worry!! The amount of the 3 withdrawals is large and should be credited immediately because this is the first time something like this has happened to me with other companies, I had no problem. I think it is excessive, while in the terms it says that remittances come in from 3 to 5 working days. May these days pass with the result that the company is slow to credit my money while it has already deposited enough! And I emphasize again that in other betting shops, withdrawals are made immediately or within the time limit stated in the conditions.

I understand your frustration and dissatisfaction with the processing of your payment. However, considering the hundreds of payment methods available worldwide, each with varying processing times, we find a withdrawal processing time of up to 2 weeks acceptable. In our experience, most players receive their winnings within this timeframe. 

Since it's been almost 14 days since you submitted your withdrawal requests, could you please update me on the status of your payments? Have you received any of your winnings yet?

I have only received one, which was the one with the least amount of money in relation to the other two, the days you tell me have almost passed and the other two, which have among the largest amounts, have not yet been credited to my account. I communicate daily with the competent department and they tell me the same thing that I am in priority order etc. It is not possible to communicate with them two or three times every week and not see work being done!!! Honestly, I'm disappointed and if I don't see my money tomorrow, I'll move differently, I said. It's a shame, another company has never created such a problem for me, I don't know what to say!

I'm sorry to hear that. Have you received your winnings in the meantime, or are you still waiting? Please let me know so that we can decide on the next steps.

Yes, they still haven't entered and it's been almost a month! I don't know what else to do, honestly, I keep sending them messages and communicating with them and I'm still waiting, I'm afraid they won't come in sometime and they'll see me

Thank you very much, mctpxy2xxn, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello mctpxy2xxn,

My name is Romi and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Spinanga Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi