The player from Portugal had made two withdrawals of 500 euros and 700 euros, which were within the casino's daily withdrawal limit. Despite validating her account and being told she would receive payment within 72 hours, she had not yet received her funds and encountered only automated responses. After several communications and confirming her account verification, she eventually received the 700 euros and later confirmed that all her winnings had been paid out. The complaint was marked as resolved by the Complaints Team.
Spinaro Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €1,200
Spinaro Casino
Safety Index:Very highCase summary
Discussion
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10 months ago
Translation
I made a withdrawal of 500 euros on the 13th and another of 700 on the 14th, because they say that at my level I can only withdraw 700 euros a day, so far so good, it's the casino's rules. In the meantime, I validated my account in the chat and they said it was fully validated and that they would pay me within 72 hours. So far nothing and both in the chat and in the mail the answer is automatic to wait.
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10 months ago
Dear carla2983,
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
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10 months ago
Translation
I had to send this to get a reply by email that they needed a selfie with my hand and elbow visible holding the ID document, but they canceled the withdrawals, I already sent the photo in the chat and they said it's ok, I already made a request to withdraw 700 euros and now I can only request 500 tomorrow. Let's see if they pay me or if they come up with something else.
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10 months ago
Thank you for the information.
Has the selfie with your ID been checked and verified by the casino's relevant department?
Have you been requested to submit any additional documents for verification?
Could you kindly update me on the status of your pending withdrawal requests?
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10 months ago
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It was accepted and they sent an email confirming that my account was verified and to this day I still haven't received the 1200 euros
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10 months ago
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i keep getting this automatic reply, this one was today. Always the same automatic reply
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10 months ago
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on the 17th I received this after sending the selfie, but the reply now remains the same as the one I sent. I can't figure it out
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9 months ago
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They paid out 700 euros today after I said I needed information to share with the casino guru and refused the request to withdraw 500 euros, I contacted them again and they said to contact them tomorrow.
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9 months ago
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As the order was placed now, I'll give it 14 days again
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9 months ago
Thank you for keeping me updated. Please let me know when you receive the winnings of €500.
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9 months ago
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Good afternoon, today I contacted him again saying that I had been waiting for a long time and that I had to have an urgent response to inform the casino guru, they have already paid me everything. I thank you for your availability and I am sure that the payments were made because I said I was in contact with casino guru.
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9 months ago
Dear carla2983,
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,
Veronika Fritz
Casino.Guru
