The player from Italy had been waiting for 12 days for a withdrawal of 150 euros. The casino's customer service had been unresponsive and repetitive, which left the player feeling frustrated and helpless. The player had claimed that he played with his own cash and did not use any bonuses. After 18 days, the casino responded, stating that the withdrawal request was processed. The player, however, did not confirm receiving the payment. Consequently, we rejected the complaint due to lack of player's response, but it could be reopened anytime if the player wished to communicate further on this issue.
Spinanga Casino - Player suffers from delayed withdrawal.
Amount: €150
Spinanga Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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8 months ago
Translation
Good day, on March 16, 2024, I decided to withdraw 150 euros and since then the withdrawal request has remained pending. Customer service leaves much to be desired; their email responses are embarrassingly repetitive and seem designed to test one's patience. Now, 12 days later, I still have not received anything. This is a scandal, a downright rip-off. I've been playing in online casinos for years, and I've never experienced anything like this before. Please, I implore you to do something because I don't know what to do anymore.
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8 months ago
Hello marcomilan98,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinanga Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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8 months ago
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I have never used bonuses because they didn't even credit me....I played my own cash and won this amount but they always find excuses not to process the payment. It all seems so absurd to me then I see people around complaining about it. the same reason and then I think badly
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8 months ago
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I see that unfortunately they continue to always answer me the same things... the modus operandi of this company is not right, in fact I really do not recommend it to anyone
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8 months ago
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Today we are on the thirteenth day and they told me that the site is under maintenance and they can't see my withdrawal....which until yesterday they said was in the queue and that payment was very close....these people here take it into account Around people say untrue things just to pass the time....you say to wait to make a complaint but if in the information that the online casino gives about the withdrawal times they say 3-5 days max excluding holidays 2 weeks have passed!!! Are we joking? Please do something my patience is really worn out so it's not fair
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8 months ago
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14 DAYS HAVE PASSED CAN YOU DO SOMETHING??? I THINK THEY ARE FOOLING ME
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8 months ago
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You say to wait 14 days I waited and nothing has changed.....
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8 months ago
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And you don't even write a review because I have 5 messages waiting, you are complicit with the casinos in my opinion other than helping people
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8 months ago
Hello marcomilan98,
The timer on the top of the website indicates the time left to reply and spamming won't make us reply faster. As the withdrawal is now taking than usual, your complaint will be forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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8 months ago
Translation
Good morning, 18 days have passed and I always receive the same answers from the casino assistance center, I have to be patient etc. It seems absurd to me, all of this for 150 euros
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8 months ago
Hello there,
Thank you marcomilan98 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Spinanga Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
Thank you!
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8 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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8 months ago
Dear Customer,
Thank you for reaching out.
We would like to inform you that your withdrawal request was processed from our side on 03.04.2024. Please accept our apology for the delay.
Best regards,
Spinanga.com
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8 months ago
Thank you very much for the update.
Dear marcomilan98, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
