The player from Greece faced withdrawal issues after being downgraded from VIP status, which reduced their withdrawal limit from 800€ to 500€. Despite having a balance of 10,000€ and three pending withdrawals, no withdrawals had been processed since the status change, leading to concerns about unreasonable delays. The Complaints Team clarified that they did not request personal details via email and emphasized that issues related to cybercrime were beyond their jurisdiction. Consequently, the complaint was rejected as they could not assist with the player's account theft and subsequent loss of funds.
Spinanga Casino - Player’s withdrawals are delayed after account downgrade.
Amount: €12,100
Spinanga Casino
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REJECTED
Case summary
2 months ago
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2 months ago
Translation
After securing a significant win at the casino, I attempted to withdraw my funds. A few days later, my account was downgraded from VIP status, resulting in a lower withdrawal limit (now 500 instead of 800). Additionally, while the initial withdrawals were processed without significant delay, none have been completed since I lost my VIP status. My account balance is 10,000 aside from 3 pending withdrawals, and how long do I have to wait? If this delay continues, it seems like it will take at least two months to receive all my money. Isn't this unreasonable?
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2 months ago
Dear jimkoostopoulos,
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.
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
When did you request the withdrawals?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
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2 months ago
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20:49)*** DK joined the chat ***(07:20:49)DK
Good evening
(07:25:22)*** Cassandra joined the chat ***(07:25:27)Cassandra
Hello! Welcome to Customer Support!
My name is Cassandra and I will help you today.
(07:25:40)DK
I would like you to check my account and withdrawal status please.
(07:26:28)DK
Are you here?
(07:26:38)Cassandra
Please give me a few minutes to check it and I'll get back to you shortly.
(07:26:43)DK
Ok
(07:27:52)DK
Wait
(07:28:49)Cassandra
I want to ensure that the withdrawal is secure and complies with our security policies. Due to high volume, there may be delays, however I would like to inform you that we are doing our best to process your request as soon as possible. Please be advised that The Finance Department is working to improve our services. Thank you for your understanding.
(07:29:31)DK
You know, since 12/23 I have won a large amount, which you allow me to withdraw in installments.
(07:29:54)DK
As of 12/27, I have the first of 3 pending withdrawals.
(07:30:04)DK
How long do I have to wait?
(07:30:15)DK
Please, help me practically.
(07:30:40)DK
I didn't contact you to tell me that you have a lot of volume and that you are doing the best you can.
(07:30:54)DK
You see, this doesn't help me at all.
(07:31:58)DK
I would also appreciate it if you answered me instead of keeping me waiting for no reason.
(07:32:27)Cassandra
Thank you for your patience!
Unfortunately, access to financial information is limited on my part, so I cannot give you an exact date at this time, as your withdrawal is still in progress.
(07:33:12)DK
I have neither patience nor understanding, so stop the stupid niceties and tell me, PLEASE, how I can actually help.
(07:34:22)DK
You are incapable of processing withdrawals quickly, you are also incapable of answering emails.. are you capable of helping me in live chat or are you still incapable here?
(07:35:04)Cassandra
We would like to express our sincere apologies for the inconvenience caused. We have forwarded the matter to the relevant team, who will try to update you via email as soon as possible. I am unable to access many details regarding these financial procedures. , but I can assure you that I am doing everything in my power to find the bottom line on this matter.
Can I help you with anything else?
(07:35:45)DK
But you're not doing anything beyond thanking me for the patience and understanding that I DON'T HAVE.
(07:36:15)DK
I don't blame you for anything, but I ask you to put me in touch with someone responsible, at least via WhatsApp.
(07:36:26)DK
Either your boss or the finance department
(07:37:27)DK
I hope you understand that I need to be served, as well as that you are not able to serve me.
(07:38:23)Cassandra
Please accept our sincere apologies for the situation.
I am not a member of our Finance Department.
However, our financial team is doing its best to be as fast as possible.
Please be patient a little longer, we appreciate it.
(07:38:34)DK
I don't have
(07:38:47)DK
Since you are not, I ask you to put me in touch.
(07:39:00)DK
So what do I need to do to be served?
(07:41:11)Cassandra
In order to satisfy your request, I would like you to contact our competent department via email at support@spinanga.com and they will respond to you with the best solution for your request.
Thank you for your understanding!
(07:41:28)DK
I have contacted but they are writing to me.
(07:41:53)DK
If I wanted to make a deposit, and I had a problem, you would help me quickly.
(07:42:07)DK
Oh, in hell
(07:42:22)*** DK has rated the chat Bad ***(07:42:22)*** DK has commented: You are idiots ***(07:42:22)*** DK left the chat ***
Edited by a Casino Guru admin
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2 months ago
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No new identification has been requested. At the same time, no bonus money was used for my winnings, but anyway, some withdrawals have already been processed.
Also, the three pending withdrawals I have at the moment concern 800 euros on 27 and 28/12 and the last one on 29/12 of 500 euros. Below is a conversation I had with the live chat, but I don't think it's useful. All they do is thank me for the patience and understanding, which I don't have, and this angers me even more and makes me want to hit them.
You can't tell me it's working for me when you tell me the same nonsense you do every time I contact you about my withdrawals being delayed. I have three pending, and with the 500 limit plus the available funds in my account, I need to make 20 more withdrawals to withdraw all my money.
Sorry to be blunt, but anyone who disputes that one reason they take so long is to make us lose our money, resulting in us losing it at some point, is naive. If not, I beg them to prove to us that this is not true, by processing our withdrawals quickly. I cannot understand why Greek companies manage to do this and have completed them in a few hours.
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2 months ago
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I would like to emphasize that none of the aforementioned withdrawals have yet progressed.
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2 months ago
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Let me correct, although it is of little importance, that the last withdrawal requests I made were on 27/12, 29/12 and 30/12. The casino's terms and conditions state up to 3 business days. This has been violated, which is unthinkable. Everything is done to get us into the process of playing while we wait, hoping on the part of the casino that we will lose. Since they are delayed like this, I demand that all my withdrawals be given priority so that they are completed directly. From 27/12 to 500 Euros per day, to withdraw all my winnings, we go to 16/01 approximately. The miserable scammers. And then there are you guys, who answer once a day, thus buying them valuable time. I am currently losing. Money has value, and these disgusting people are keeping my money for no reason. They violate their own terms and conditions without any punishment. And you have a good rating for them too 😅😅😅
But if they somehow claim that players violated the terms and conditions, they close the account and withhold the winnings. Sit back and give them time, you are doing a great job. 🤣🤣🤣
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2 months ago
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I've been responding to you here for at least two days now, and all you do is pester me with emails asking me to send you a selfie with my ID where the details are clearly visible, explaining that I can't do it, and you keep telling me the same thing. Do you want to get on my nerves?
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2 months ago
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Why have you stopped answering me and only send me emails?
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2 months ago
Dear jimkoostopoulos, have you received the three withdrawals?
Have you requested any new withdrawals?
Is the casino asking you to send a selfie with your ID for verification?
Could you explain why you cannot provide the selfie?
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2 months ago
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I hope it doesn't take you a week to respond again, and try to help in some meaningful way.
I hope everyone will watch the message I will send, to learn.
After registering my complaint here, and our initial communication, a CasinoG emailed me. asking for our identification information, which I unfortunately provided, resulting in the account being stolen.
I WOULD LIKE TO EMPHASIZE THAT I CONSIDER YOU TO BE RESPONSIBLE, BECAUSE YOU DIDN'T REPLY TO ME IN ANOTHER EMAIL, SO IT IS LOGICAL TO ASSUME THAT IT IS YOU.
I hope I'm lucky and what I say matters, after all.
At the time the scammer changed my login details, I was logged in, so I immediately realized what had happened, and contacted live chat to have the account locked. This happened 11 days ago, I think.
Since then I have been in constant communication, that is, I try, with the , sending whatever they ask me to recover my account, but in vain.
From email to email they end up telling me that they can't find an account registered to my email address. I explain to them again that the scammer changed the email address, they locate the account, we get to a point again, and again they tell me that they can't find my account. I understand that this is because one employee will answer me one time and another the next.
Please, give me a way, possibly an email address, so that I can forward our entire conversation to you and more thoroughly provide you with information so that you can help me.
Finally, I would like to emphasize that for any loss of capital that has arisen since the moment Spinanga was informed by me about the fraud in the account, making them solely responsible, and I would like you to guide me in taking legal action, if together we do not manage to come to a solution.
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2 months ago
Dear jimkoostopoulos, we do not request personal details from players via email. All communication regarding complaints should occur through the complaint thread. The only valid email address for communication is the one mentioned in our initial response when you submitted your complaint.
Additionally, I did not receive any email from you as you mentioned.
Regrettably, we do not handle matters related to cybercrimes. If your possessions have been stolen and subsequently misused, this falls under the jurisdiction of the police and your bank, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
