The player from Rhineland-Palatinate had had an issue with three pending payments totaling 1200 Euros at Spinanga. Despite the casino's policy having stated a 1-3 days processing time, the payout requested on January 10, 2024, had not been processed, leading the player to suspect an intentional delay. We had advised the player to wait at least 14 days after requesting the withdrawal before submitting a complaint. After extending the complaint's timer by 7 days, the player reported that the issue had been resolved and he had received the money.
Spinanga Casino - Player's withdrawals have been delayed.
Amount: €1,200
Spinanga Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
Public
Public
10 months ago
Translation
Good morning,
Unfortunately, I too am experiencing a problem with the payout at Spinanga.
I have 3 outstanding payments there, each over 500, 500 and 200 Euros respectively.
Yet, sadly nothing is happening. The support always responds with the same message to wait 1-3 days; always the same and the time has already exceeded.
I requested the first payout on January 10, 2024.
And nothing has been done yet, it's not being processed.
This isn't normal, I know other casinos where you get your money within a few hours.
They're deliberately causing this delay, for whatever reason.
Automatic translation:
Public
Public
10 months ago
Dear kohlmannjk,
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 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.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
Public
Public
10 months ago
Translation
The site clearly states 1-3 days processing time for payouts
If asked, you are asked to be patient
I had that too but after 4 days nothing is happening
Automatic translation:
Public
Public
9 months ago
Dear kohlmannjk,
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.
Public
Public
9 months ago
Translation
Good morning, I would like to report the problem as solved
they can close the case
I got the money
Many thanks to the team
Automatic translation:
Public
Public
9 months ago
Dear kohlmannjk,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
