Spinaro Casino - Player's withdrawal is delayed.

They asked me for 500 bank statements from mbway, and they never accepted them. I kept sending new ones, the same ones I send to all casinos. Eventually, they accepted them after many documents. The validation process was very difficult! They promised immediate payment, and now they say it takes 72 hours. I do not recommend this casino.

Dear mirandasantossandra5,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello 14 days doesn't seem normal to me! Because they say the patents are immediate thank you ☺️

the same

can you help

72 hours have passed and now they're coming up with another excuse

Hello, has anyone received their winnings from this casino yet? Thank you

I understand your frustration and dissatisfaction, and I truly empathize with your situation. From our experience, the majority of payments are typically processed and received within the 14-day timeframe. However, delays can occasionally occur due to external factors beyond the casino's control.

Our policy requires us to wait for this 14-day period to elapse. If you haven’t received your winnings by then, please let us know, and we will proceed with further investigation on your behalf.

Thank you for your patience and understanding.

I'll wait until they've paid

It hasn't been 14 days yet, but they're lying and telling customers it's 72 hours.

Thank you for your reply. I understand your dissatisfaction, but as I stated in my previous reply, sometimes the payments are delayed due to external factors the casino cannot influence. From our experience, the majority of withdrawals are received within the 14-day timeframe. Please keep me updated on the status of your payment.

Dear mirandasantossandra5,

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.

They paid for part of it and had more photos taken of the hand with the document than of the elbow! Ridiculous! Don't play at this casino

Thank you for letting me know.

Have you provided the additional photographs to the casino for verification?

Also, please specify how many pending withdrawal requests are currently in your casino account.

Dear mirandasantossandra5,

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.