The player from Portugal had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. After multiple delays and requests for additional KYC verification, the player eventually received all his winnings. The issue had been resolved, but the player expressed dissatisfaction with the experience and would not recommend the casino. We marked the complaint as resolved in our system.
Spinaro Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €950
Spinaro Casino
Safety Index:Very highCase summary
Discussion
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7 months ago
Translation
I requested a withdrawal of 700 euros on 16/05. On 19/05 they canceled my withdrawal and asked for extra verification, although my account has been verified since December 2024 and I've already made numerous withdrawals. Then they made me wait for more days!
I have 950 euros in my account. I just want my money and to close my account at this casino.
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7 months ago
Dear leandrolrj,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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7 months ago
Translation
Dominika, my account was already verified, and on Monday they asked for extra verification. Today, 22/05/2025, they canceled the withdrawal again and asked for a new selfie, which I had already sent on Monday and they had already accepted.
I'll have to wait for them to accept the new verification, and process the new withdrawal again for another 3 working days, and today is Thursday. I'll have to wait again, and this situation has been going on for two weeks.
STAY AWAY FROM THIS CASINO.
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7 months ago
Dear leandrolrj, please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
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7 months ago
Translation
Dominika,
Please note that my account has been verified since December 2024.
On 16/05, I requested a withdrawal of 700 euros (the limit) and on 19/05 they canceled the withdrawal. When I contacted the chat, they asked for an extra KYC verification and I had to send a Selfie holding my ID. This selfie was approved, and the account was verified again. As I trusted the chat, I didn't transcribe the conversation.
After the selfie was approved, I made another withdrawal of the same amount, and yesterday, Thursday 22/05, they canceled the withdrawal again. I contacted the chat again, and they asked for another selfie holding the ID, but this time with a screen in the background with the casino website open.
I sent the requested photo, which was again approved and I was again told that the account was confirmed.
This time I transcribed the chat.
However, please note that this is not just a normal KYC procedure, but done on purpose to delay the withdrawal as long as possible, so that I get tired and lose all my money playing. But I won't fall for it.
I'll email you the transcript of yesterday's chat on 24/05 where they confirm that the account is verified.
I will now have to wait another three working days for them to process the withdrawal, with the risk of it being canceled again.
This is unacceptable.
On 04/05 I made a successful withdrawal of 430 EUR and on 15/05 I made another successful withdrawal of 700 EUR. This just shows that they don't want to pay out all the money I've won and want to delay as long as possible.
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7 months ago
Dear leandrolrj, have your most recent withdrawal requests been canceled again after you submitted the last selfie with the casino website in the background? Or are those withdrawals still pending?
Alternatively, have you already received the money?
Also, since sending that final selfie, has the casino asked you for any additional verification or documents?
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7 months ago
Dear leandrolrj,
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.
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7 months ago
Translation
After a long wait, I received all my money.
That said, it's settled.
However, it was a stressful experience and I wouldn't recommend this casino to my worst enemy.
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7 months ago
Dear leandrolrj,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
