The player from Sweden requested a withdrawal, but then he was informed his withdrawal method wasn’t available in his country. Player finally got his winnings.
Spinia Casino - Player’s withdrawal has been delayed.
Amount: €900
Spinia Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I deposited around € 900 yesterday 4 September at Spinia casino and played. When I was then going to withdraw € 390, I realized that they had removed Trustly as a withdrawal method which was the only way for me to withdraw money from that site.
the support refuses to help me.
So they have no problem receiving my money but now I can not get any money out at all.
I would like the entire amount I deposited to be repaid now I feel.
ie refund on what I deposited because I still can not get any money out of the side, I could just as easily have played with "play money". But of course they shit in one when you try to get help via support. They also interrupt you in the middle of the chat session because they refuse to help you.
so how can I get my money back from these thieves?
Automatic translation:
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3 years ago
Dear Daniel,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Several factors such as geolocation, and contracts with the payment providers, and even actual situation in the world all have a major influence.
Have you ever successfully withdraw using Trustly at Spinia Casino? Did the casino offer you any alternative withdrawal method? Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or you can post it here). Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Yes I have talked to the support several times but in the end they shut me down from the chat (because they thought I was unpleasant) which is not so strange when they try to blow me money.
Yes I could withdraw money at the casino earlier via trustly but now they have suddenly removed that service and I did not know if it was too late. I will email pictures of the conversation between me and the casino to your email shortly.
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3 years ago
Thank you very much Daniel for your reply and email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello Daniel H,
I looked at your complaint and will do my best to help you. I would like to invite Spinia Casino into this conversation. Can you please specify what is the problem with player’s withdrawal? If you have problems with payments via Trustly you have to find another available option how to pay player's winnings.
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3 years ago
Hello,
At the moment your cashout is being processed.
We are very sorry about the inconvenience caused, however, Bank Transfer can take up to 5 business days to proceed.
Thank you for your patience.
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3 years ago
Translation
Yes but I had to deposit more money to even try to make a payment by bank transfer.
so I had to reluctantly borrow money to deposit to try to get out money that you are holding "hostage".
in addition, the amount is only € 500 and it is € 900 that I want back from you if the right is to be right, ie.
then you have not even approved that I get any money.
If you deny me the bank transfer, how will I get my money?
Why were you not willing to solve this?
why should one have to go this far?
think it is very badly done on your part at Spinia and only gives you a worse reputation ....
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3 years ago
Dear Daniel H,
Casino stated that they are processing your request so I'll extend timer by 7 days, please let me know when you'll receive your winnings.
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3 years ago
Translation
Let the casino know that it is € 900 in total they will pay out to me.
Have not seen any sign of life from the casino in several days.
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3 years ago
Dear Daniel,
I saw your communication with Casino and they told you that minimum amount for withdrawal is €500 several times but you requested only €390 as you stated. If you have €900 in account, just request €500 or more and there should be no problem.
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3 years ago
Translation
I deposited € 900 and played for € 510 then when I had to withdraw € 390 it was not possible but I had to deposit an additional € 110 to be able to withdraw € 500. What I mean is that I would like to have my entire deposit back because they removed Trustly without announcing anything and made it extremely difficult to get any money out.
thinks that the whole session should be declared invalid if right is to be right.
Had I known that it was not possible to withdraw small amounts via Trustly and with all this hassle, I would never have deposited any money.
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3 years ago
Hello,
We would like to inform everyone that the withdrawal is confirmed and the amount is 500 EUR.
We cannot see any valid reason for refunding another 400 EUR
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3 years ago
Translation
Because I was tricked into depositing money at your casino.
Because I did not know that you removed Trustly as a withdrawal method.
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3 years ago
Hey!
Please note that the bank transfer can take up to 5 business days to come to your bank.
We kindly ask you for some patience.
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3 years ago
Translation
Is that the whole amount you send then? Ie € 900?
Why did you turn me off from your chat just because I wanted my money.
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3 years ago
Translation
Has still not received the full amount.
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3 years ago
Daniel,
Casino already paid you your winnings in full amount and you have no right for mentioned €400, we consider this case as resolved.
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam
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