The player from Greece has not received their withdrawal requests of €280 and €200 made on 12/22 and 12/24, respectively. They express dissatisfaction with the vague responses from customer service and have requested account closure without needing further verification.
Spinanga Casino - Player's withdrawals are delayed and account service is lacking.
Amount: €480
Spinanga Casino
Safety Index:HighSafety Index
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8.3
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Case opened
Current status
Waiting for Casino Guru to reply
3d 23h 54m 56s
Case summary
3 days ago
Public
Public
3 days ago
Translation
Good evening and Happy Holidays.
I made a withdrawal request of €280 on 12/22 and another request of €200 on 12/24.
My complaint, beyond the fact that they haven't yet deposited the money I won without any bonus but with real money, is the LACK of service both from the live chat and via email. Their responses are always vague, saying, "you will receive your money soon," without any clear answer. I've requested the payment and asked to close my account, yet their service is still LACKING...
I've reached my limit with this particular casino...
Please help!
My account does not require verification as stated by the CASINO.
Automatic translation:
Public
Public
3 days ago
Dear arikosss09,
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, we will intervene and do our best to help you.
Could you please specify the reason for closing your account?
Thank you in advance for your patience and understanding.
Best regards,
Dominika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
3 days ago
Translation
Due to the behavior of the company and especially the people working in customer service who mock and constantly copy-paste answers without giving a clear answer as to when my withdrawals will be processed, I want to proceed with closing my account.
They keep saying about increased withdrawal volume and my one withdrawal is already
1 week pending and they say that processing withdrawals takes 1 to 3 business days.
Please help me immediately if you can. I don't want to give them another week just for their behavior!
Best regards,
Mars
Automatic translation:
Casino Guru is examining the case
