The player from Portugal had reported a problem with a withdrawal request at an online casino. Despite having submitted all required verification documents, the casino had canceled the withdrawal through Skrill due to it being inactive and had suggested a bank transfer instead. The player's request for a bank transfer had been pending. After the complaint was filed, the withdrawal request was approved, and the player received the money.
Spinaro Casino - Player’s withdrawal cancelled by the casino.
Amount: €161
Spinaro Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
Translation
The casino in question is very novice, and while their customer support is friendly and available, they don't justify their actions.
I made several deposits and after making a profit, I requested a withdrawal. My request was denied, and so I contacted their customer support, who told me that some documents were missing to validate my account. At first, it was proof of address, and after resolving that issue, it turned out to be proof of deposit via MBWAY (something that NO casino had ever asked me for). This issue was resolved and I finally requested the withdrawal via SKRILL. I waited for 3 days (72h) for it to be validated. However, in the final straight, my withdrawal got canceled. Once again, I contacted their customer support, who merely said that the withdrawal via Skrill is currently inactive, conveniently, and that I should request the withdrawal by bank transfer. I did that, and currently, I am waiting to see if my withdrawal request will FINALLY be approved or not.
I've been dealing with this situation since May 12 at 4 p.m. I just want to receive the withdrawal I requested.
I'm waiting for an answer.
Automatic translation:
Public
Public
6 months ago
Dear margaridacostarc,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
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. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please specify when was your initial withdrawal requested?
- When was the verification of your payment method approved?
- Did you achieve your winnings with the help of a bonus?
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,
Tomas
Public
Public
6 months ago
Translation
Hello good afternoon.
Miraculously, after making the complaint here on the website, the withdrawal request was approved yesterday, and today I already received the money in question.
It's all solved.
Automatic translation:
Public
Public
6 months ago
Dear margaridacostarc,
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,
Tomas
Casino.Guru
