The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Her winnings hadn't been obtained up to that day. She was advised to wait for the standard processing time of up to 14 days. The player confirmed that she received the money shortly after. The complaint was marked as resolved.
Spinanga Casino - Withdrawal of player's winnings has been delayed.
Amount: €300
Spinanga Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.4
Spinanga Casino has a Safety Index of 8.4, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Public
Public
5 months ago
Translation
Pending withdrawal and no response from support. I received €30 credit at Bonuskrabbe, played through it, and requested a withdrawal of €300 on 06/26/24. It said it would take 3-5 days, but when I contacted the chat, nothing happened—all I got were vague responses. I've received the same answers three times. When I asked if it would take weeks, they said they couldn't tell me. But they assured me everything looks good, and I would get my money. Yes, I am verified. Thanks for the feedback.
Automatic translation:
Public
Public
5 months ago
Dear wb6wz2sjk2,
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,
Complaints Resolution Center
Public
Public
5 months ago
Translation
Okay then I'll wait... hope dies last!!
Automatic translation:
Public
Public
5 months ago
Dear wb6wz2sjk2,
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,
Casino.Guru
Public
Public
5 months ago
Dear wb6wz2sjk2,
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
5 months ago
Translation
Hello! Yes, thank you, I received the money.
Automatic translation:
Public
Public
5 months ago
Dear wb6wz2sjk2,
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,
Casino.Guru
