Spinaro Casino - Player's withdrawal is delayed and account experience is unsatisfactory.

Good morning. Since the 4th of November, I've had a withdrawal pending. However, after a week, it was canceled, and no email was sent to explain why. I contacted the chat support, and they told me I needed to take a selfie with my ID card. I didn't understand because I had made withdrawals before. I sent the selfie. In the chat, no one helps or does anything. They have always been slow to pay, but never like this time. I just want to receive my money and close the account. I am having a horrible experience at this casino; it's a lack of respect for the customer! Thank you.

Dear arsm26,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with your withdrawal process and communication at the casino.

To help us better understand and assist with your case, could you please provide a bit more information?

• When you submitted the selfie with your ID card, did you receive any confirmation from the casino that they received it?
• Has the casino given you any timeframe for when the verification or withdrawal process might be completed?
• Have you had any additional communication with the support team since the selfie was submitted? If so, could you share any responses you received?

Could you also forward any relevant correspondence, such as chat transcripts or emails, related to your withdrawal process? If you have any documents to share, please feel free to send them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela