Spinaro Casino - Player’s account closure and withdrawal refused.

very unprofessional site, I tried to verify my account and change the old address to a new one, but it doesn't work even though I have managed it in live chat and after all the problems I wanted to close my account and withdraw the funds there, so they don't agree to delete the account or allow me to whitdraw money.

I know whitout complain this won't solve.

Hello topiturpei,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinaro Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

They don't agree to change my address to a new one, so I can't verify the address, all documents were sent from both addresses, old and new. They also refuse to accept pdf format of phone bills or other bills, and also paper bills that match the address information sent in paper form.

Receipts sent from the deposit from the bank, pictures also from the bank card.

In the chat, they already accepted the change of address once when I was in contact about it 3 times.

On 20.6 they sent an email and still don't agree to change my address to a new one so that I could confirm it.

We would like to inform you that we have received your withdrawal request; however, some of the required documents are missing. To ensure security, provide the following documents:

1. Verify your address by uploading a document that is no more than 90 days old and shows your name, the address in your profile and the date the document was issued. (e.g. electricity bill or bank statement - mandatory). Please note that statements from virtual banks or mobile phone bills are not accepted.

Please note that the entire document must be visible to be accepted.

2. Upload a picture of the credit card used for deposits (ending in *0731) showing the name, expiration date and the first 6 and last 4 digits. If the card is virtual, you can download a statement containing the mentioned information.

25.6 they said they approved the change of address and the documents and repatriation should come.

On 26.6, they canceled the withdrawal because they don't want to confirm my account anyway and told me that they are not going to pay the winnings because I closed my account.

10.1. You have the right to close your account (including deleting your username and password) at any time by contacting us by email: support@spinaro.com . If you decide to close your account, the company will return the funds from your account to you after the withdrawal has been previously deducted.

The withdrawal was also made before the account was closed

Hello topiturpei,

Please keep in mind that any kind of verification takes up to 14 days and may even longer if you are trying to change the date you registered with. I would simply recommend to provide all the documents they request in order to process it as soon as possible.

The documents have been delivered about 10 times, the account has been verified on their side 2 times and a new withdrawal has been made again on 27.6, which has not yet been processed.

And also the license is no longer visible on the spinaro site?

Hello topiturpei,

Please let me know if the withdrawal would not be processed until the end of this week and we will try to intervene.

Dear topiturpei,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Sorry late response money is now payed out! Thanks!

Dear topiturpei,

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