Spinanga Casino - プレイヤーの出金リクエストが遅れています。

Good evening, I have made 3 withdrawals.

1) May 31, 2025

2) June 3, 2025

3) June 4, 2025

After 23 days the request is still being processed, they no longer respond to emails and I have spoken to the live chat 3 times and they tell me exactly the same thing, that I have to be patient and that they will transfer it to the relevant department.

Καλησπέρα έχω κάνει 3 αναλήψεις

1) 31 Μαΐου 2025

2) 3 Ιουνίου 2025

3) 4 Ιουνίου 2025

μετα από 23 μέρες το αίτημα είναι ακόμα σε επεξεργασία , στα email δεν απαντάνε πλέον και στο live chat έχω μιλήσω 3 φορές και μου λένε ακριβός τα ίδια , ότι πρέπει να κάνω υπομονή και ότι θα το μεταφέρουν στο αρμόδιο τμήμα

Dear TurnSef,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Have you selected the same payment method for your withdrawal requests as you used for depositing?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

These are the first withdrawals I've made, the money is not a bonus and the payment method is the same on all 3.

Είναι οι πρώτες ανάληψης που κάνω , δεν είναι κάποιο μπόνους τα χρήματα και η μέθοδος πληρωμής είναι η ίδια και στις 3

25th day and the request is still being processed. Stay away from this online casino

25η μέρα και το αίτημα είναι ακόμα υπό επεξεργασία . Μείνετε μακριά από αυτό το online casino

Thank you very much, TurnSef, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear TurnSef,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinanga Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

If you think you'll find it, you're kidding yourself.

Αν πιστεύεις ότι θα βρεις , είσαι γελασμένη

Dear all,

Thank you for reaching out!

Please be informed that, upon checking the account of the customer, we see that the verification of the account was not completed yet.

We kindly ask the customer to provide us with the documents requested in the Verification section of their profile.

After the verification is complete, we will process the pending withdrawals as soon as possible.

Please let us know if you have any further questions.

Best regards,

Spinanga team

Thank you, Spinanga Team, for the update!

Dear TurnSef, when you have a moment, could you kindly check the verification section and upload the requested documents?

Thank you very much in advance for your cooperation.

After 20 days of waiting, they told me to be patient, yesterday they told me that I have to verify my account, while it doesn't say it anywhere on their site, not even in the withdrawal terms. I request authentication and it says it's invalid, saying that I have to deposit the transaction receipt from the bank. However, I have made the deposit through Apple Pay and there is no such card. I clarified this in the live chat and they told me that I will receive an email... I'm still waiting.

μετά από 20 μέρες αναμονής που μου λέγανε να κάνω υπομονή , χθες μου είπαν ότι πρέπει να κάνω ταυτοποίηση λογαριασμού ενώ δεν το γράφει πουθενά στο site τους ούτε στους καν στους όρους ανάληψης , κάνω αίτημα για πιστοποίηση και μου το βγάζει άκυρο λέγοντας ότι πρέπει να καταθέσω από την τράπεζα το αποδεικτικό συναλλαγής , εγώ όμως έχω κάνει την καταθέσει από το Apple Pay και τέτοιο χάρτη δεν υπάρχει , το εξυγίανση αυτό στο live chat και μου είπαν ότι θα μου έρθει email …. Ακόμα περιμένω

Spinanga Casino, can you please assist?

They don't even respond to emails.

Δεν απαντάνε ούτε στα email

Dear TurnSef,

We would kindly like to inform you that your transactions history was approved. However, we are waiting for proof of ownership of the account used to deposit or proof of ownership of the bank card associated with the account. This is due to the transactions history not showing the owner of the bank account.

Therefore, we kindly ask you to upload this so we can proceed accordingly.

Best regards,

Spinanga team

I have sent it... waiting for approval

Το έχω στείλει … περιμένω έγκριση

I have sent the official document from the bank, I have spoken to their representative and he tells me that there is nothing more official than this document that I am sending them and they do not accept it ... I can't do it anymore, I have been patient for 1 month to get the money from the casino, for 2 weeks they told me to be patient that the money will come in, then they discovered that account identification is needed and now they have had me for about 1.5 weeks and they do not appreciate the official documents that the bank itself sends me and tells me that there is nothing more official than the document that I send them .. in the live chat they tell me to send an email, they do not answer the emails and we chat from here. It has become disgusting!

Εχω στείλει το επίσημο έγγραφο από την τράπεζα έχω μιλήσει με εκπρόσωπο τους και μου λέει ότι δεν υπάρχει κάτι πιο επίσημο από αυτό το έγγραφο που τους στέλνω και δεν το δέχονται … δεν μπορώ άλλο έχω κάνει υπομονή 1 μήνα για να πάρω τα χρήματα από το καζίνο για 2 βδομαδες μου λέγαν να κάνω υπομονή ότι τα χρήματα θα μπουν μετά ανακάλυψαν ότι χρειάζεται ταυτοποίηση λογαριασμού και τώρα με έχουν εδώ και 1,5 βδομάδα περίπου και δεν εκτιμούν τα επίσημα έγραφα που η ίδια η τράπεζα μου στέλνει και μου λέει ότι δεν υπάρχει κάτι πιο επίσημο από το έγγραφο που τους στέλνω .. στο live chat μου λένε να στείλω email στα email δεν απαντάνε και κάνουμε συνομιλία από εδώ . Εχει καταντήσει αηδία !

No help?

Καμία βοήθεια ;

Dear TurnSef,

Would you be so kind as to forward all the documents you have previously sent to the casino to the following email address: martina.b@casino.guru? Your assistance is greatly appreciated.

Dear Spinanga Casino,

Could you please clarify what exactly is missing from the bank statement and what specific information you still require from the player?

Thank you very much for your cooperation.

Dear TurnSef,

We would like to inform you that we sent you an email.

We are waiting for your response.

Best regards,

Spinanga team

They are asking me to send them a photo of my debit card that the deposit was made on, front and back. It's crazy!!

Μου ζητάνε να τους στειλω φωτογραφία την χρεωστική μου κάρτα η οποία έγινε η κατάθεση μπροστά και πίσω . Είναι τρελό !!

Dear TurnSef,

This is a fairly common request. You may cover a few digits on both the front and back of the card for privacy. The casino primarily needs to verify the physical existence of the card, ensure that it bears your name, and confirm that the visible numbers match the ones you used.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear TurnSef,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina

We’ve reopened this complaint at the request of TurnSef, as it appears it may have been closed by mistake.

Dear Spinanga Team,

The player has submitted the requested document. Could you please review it and provide us with an update at your earliest convenience?

Thank you for your cooperation.

I can't log into my account and they canceled all withdrawals in the live chat and sent me a message saying the casino is going to close.

Δεν μπορώ να μπω στον λογαριασμό μου και που ακύρωσαν όλες τις ανάληψης στο live chat μου στείλαν ότι πρόκειται να κλείσει το καζινο

Dear TurnSef,

Thank you for your message. You are correct — the casino is in the process of closing down, and we have received confirmation that they are withdrawing from the Greek market. However, they have also assured us that all players with remaining balances will be paid out.

At this stage, we would still like the Spinanga Team to assist in resolving this complaint. Could you please let us know if there is anything else required from the player in order to successfully process the remaining balance on his account?

We appreciate your cooperation and assistance in this matter.

Thank you in advance.

When will I get paid? It's been 1 month and I've verified my identity but they've closed my account and canceled my withdrawals.

Πότε θα πληρωθώ έχει περάσει 1 μήνες και έχω κάνει ταυτοποίηση αλλά μου έχουν κλείσει τον λογαριασμό και μου ακύρωσαν τις αναλήψεις

I know that is frustrating!

We need to wait for the Casino representative to let us know.

I am thieves away!! I have already been to the cybercrime prosecution

Είμαι κλέφτες μακριά !! Ήδη έχω πάει στην δίωξη ηλεκτρονικού εγκλήματος

Besides that, my friend can log in permanently with his account and he is from Greece. They just tell me this to save me from withdrawing. THIEVES

Πέρα από αυτό ο φίλος μου μπορεί και μπαίνει κανένα μόνιμα με τον λογαριασμό του και είναι από Ελλάδα . Απλά σε εμένα τα λένε αυτά για να γλυτώσουν την ανάληψη μου . ΚΛΕΦΤΕΣ

Dear TurnSef,

We apologize for this inconvenience.

Rest assure that your remaining balance will be paid out. We have been informed that your bank details have been requested. Please, let us know if you have provided them.

Your cooperation is truly appreciated!

Best regards,

Spinanga team

Today the money came in after 2 months of waiting there is no excuse I have never seen this before, I will give you one piece of advice. Stay away from this casino

Σήμερα τα χρήματα μπήκαν μετά από 2 μήνες ταλεπωριας δεν υπάρχει καμία δικαιολογία δεν το έχω ξανά δει αυτό το πράγμα , μια συμβουλή θα σας δώσω . Να μείνετε μακριά από αυτό το καζίνο

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear TurnSef,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina