Spinanga Casino - プレイヤーの撤退が遅れています。

Dear complaint team,

I have a account in Spinanga casino, I'm won big amount so they don't give withdrawal,

My withdrawal pending since 4 day's,

Earlier my withdrawal recieved within 1 day,

But this time my withdrawal not processed yet,

My total 3 withdrawal pending 2350€ total amount,

Please help me,

Dear Withdrawalpending,

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear casinoguru support,

My account is already verified,

I'm waiting for my withdrawals since 30/03/2025,

Already 20 day's complete.

My 3 withdrawal pending total amount was 2350 €

° I'm play Casino games with real money,

° I'm sending my conversation screenshots,

Have you made any successful withdrawals from this casino before?

Which of your documents did you submit to the casino for verification?

Yes my 3 withdrawal successfully received,

My account is verified

Thank you very much, Withdrawalpending, for providing all the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) 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 Withdrawalpending,

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.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Withdrawalpending,

can you please give us an update? Have you received your withdrawals?

Dear Withdrawalpending,

I hope this message finds you well.

To facilitate our assistance, would be grateful if you could provide us with the email address you registered with, since we are unfortunately not able to locate the account.

Thank you in advance.

Kind regards,

Spinanga Casino Team

Dear Withdrawalpending, thank you for the information.

Have you asked your phone and email providers for assistance?

With what result?

I don't have access to my registration email,

And email provider nor helping me,

Please help me casinoguru team

Dear Withdrawalpending,

Thank you for your reply.

In order to add the new email address to your account, we kindly ask you to email [email protected] from the desired email address including your Username (previous email), a Selfie holding your ID document and an explanation for such request. 

Once received, the request will be reviewed and the new email address will be added in our system.

We hope this clears things up for you.

Kind regards,

Spinanga Casino Team

Dear Spinanga Casino,

I don't remember my current registered email,

Please help me, kindly please find my account,

Dear Withdrawalpending,

If you wish to continue with your complaint, please send video evidence confirming your residential location with you on the video with a note saying CASINO.GURU and current date to my email at [email protected].

Why

So we can confirm it is you.

Dear Withdrawalpending,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru