Spinaro Casino - Player experiencing withdrawal issues.

hello,

I made my first deposit and after a few months I decided to withdraw, but unfortunately the method used for the deposit was not available on the withdrawal page, I contacted chat, which asked me to deposit with another method, bet the wagering requirements and then to withdraw.

I made a second deposit, against my will! I bet 10x the amount deposited, and requested a withdrawal using the same method, which unfortunately was also refused.

I contacted the chat, and was told that I could only withdraw using SKRILL, and that I had to deposit to be able to withdraw.

I disagree with this.

Dear denilson781,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

Have you made any successful withdrawals before? Could you please clarify which payment methods you've already tried?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

I used Pix for the first deposit and second USDT.

Pix is ​​not available on the withdrawal page but USDT is available.

Thank you very much for your reply, denilson781. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

unfortunately I don't have it, all conversations were using chat

Thank you very much, denilson781, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello denilson781,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Spinaro Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinaro Casino,

Could you comment on this and state why the player's unable to withdraw the funds?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Hello denilson781,

I have contacted the casino representatives outside of the complaint thread to give them one more chance to respond to the complaint. I will extend the timer by additional seven days.

Your patience is much appreciated.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com or via the 'Contact' button found on their website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of Spinaro Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you for bringing your withdrawal concerns to our attention through Casino Guru. We sincerely apologize for any inconvenience you may have experienced during this process.

We are pleased to inform you that your withdrawal request has been approved. However, we encountered some complications due to our Anti-Money Laundering (AML) policies and procedures, which require withdrawals to be processed to the same payment method used for deposits, or using an alternative method if necessary.

In your case, it appears that there were technical issues with the initial E-Wallet used for deposits, preventing us from processing your withdrawal to that account. As per our AML policies and procedures, we requested that you deposit funds via a different E-Wallet to facilitate the withdrawal process. We understand that this may have caused frustration and apologize for any inconvenience caused.

Please note that this requirement is set by our payment provider to ensure compliance with AML regulations and to safeguard against fraudulent activity. Depositing via the alternative E-Wallet would have allowed you to withdraw your funds without any additional wagering requirements attached.

We regret any delays or confusion you may have encountered during this process. We strive to provide a seamless and efficient withdrawal experience for all our players, and we appreciate your patience and understanding.

If you have any further questions or concerns, please do not hesitate to contact our support team. We are here to assist you in any way we can.

Thank you for your understanding.

Best regards,

Spinaro Casino Support Team

Dear Spinaro Casino,

Thank you for your response and the information provided.

Hello denilson781,

Did you manage to request a withdrawal?

I'll be awaiting your reply.

Dear denilson781,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.