The player from Germany won €2,000 on April 13, 2025, and attempted to withdraw it in four installments of €500 each, but all payout requests were canceled without clear explanations. Despite having contacted live chat, she received inconsistent reasons for the cancellations, leading her to believe that the withdrawals were being rejected without proper review. The Complaints Team attempted to assist by requesting additional information and extending the inquiry period; however, due to a lack of response from her, the complaint was closed at that time.
Spinanga Casino - Player's withdrawals are delayed without explanation.
Closed
Our verdict
Player stopped responding
Amount: €2,000
Spinanga Casino
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
On April 13, 2025, I won an amount of €2,000, which I immediately tried to withdraw.
After the finance department's processing deadline had expired, the payout (a total of four payouts of €500 each) was repeatedly canceled without giving any reasons.
However, in the live chat, I was unable to get any specific reasons for the cancellation, or I was repeatedly given different reasons (technical errors, rejection by the payment provider, etc.).
I now think that withdrawals are being rejected outright without even being checked, as there are sometimes only a few hours between the request and the cancellation.
Automatic translation:
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7 months ago
Dear Chrissign,
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
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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7 months ago
Translation
Good morning,
I have not yet made a successful withdrawal.
After consulting Spinanga, KYC verification is not required.
I played with a bonus, but it was fully wagered.
Automatic translation:
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7 months ago
Thank you for your reply, Chrissign. Which withdrawal method(s) have you used? Have you tried requesting a withdrawal via an alternative payment method?
Could you please post a screenshot of your withdrawal history here in this thread?
Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.
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7 months ago
Dear Chrissign,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
