Spinaro Casino - Player's withdrawal is delayed due to account restrictions.

I have 800 euro stuck in an account with Spinaro.

I am unable to make sports bets or casino bets as they have limited my account with no explanation. They asked me to provide all KYC. I have done this twice now and still cannot withdraw.

My emails are seemingly now being ignored? I'm not sure what is going on.

I feel I need a mediator to help resolve this.

Thank you

Dear salzgal88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Do I understand correctly that you are unable to play because of incomplete verification and the casino hasn't approved your documents yet?
• Could you please advise which documents you have already provided and when exactly you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

All documents have been provided and uploaded via the 'proof of payment' section.

They have also all been provided via email.

Below is their email today:

They seem to have ignored/disregarded the fact I did this 5 days ago.

Hello,

Thank you for giving us the opportunity to clarify this matter and assist you further.

We understand that your account limitation may have caused some concern, and we want to assure you that we're here to help. After a thorough review by our payments team, we can confirm that your account was limited due to an administrative decision. However, we can inform you that your account has been fully verified.

You are now able to withdraw your entire balance at once.

Additionally, we have sent an email to your inbox with detailed instructions and step-by-step guidance on how to proceed with the withdrawal.

If you have any further questions or require assistance at any stage, please don't hesitate to reach out to us. Our support team is available 24/7 and is always ready to help.

Have a lovely day,

Spinaro team

Hello everyone,

Thank you both for your replies.

salzgal88, could you please advise if you have already requested the withdrawal?

Dear salzgal88,

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.