Spinaro Casino - プレイヤーの撤退が遅れています。

I made a withdrawal of 500 euros on the 13th and another of 700 on the 14th, because they say that at my level I can only withdraw 700 euros a day, so far so good, it's the casino's rules. In the meantime, I validated my account in the chat and they said it was fully validated and that they would pay me within 72 hours. So far nothing and both in the chat and in the mail the answer is automatic to wait.

Fiz um levantamento de 500 euros no dia 13 e outro de 700 no dia 14, porque eles dizem que no meu nível só posso levantar 700 euros por dia até aí tudo bem são as regras do casino, entretanto fiz a validação da minha conta no chat disseram que estava totalmente validada e que em 72h me pagavam. Até agora nada e tanto no chat como no mail a resposta é automática para aguardar.

Dear carla2983,

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

Okay, I'll wait the 14 days

Ok vou ficar a aguardar os 14 dias

I had to send this to get a reply by email that they needed a selfie with my hand and elbow visible holding the ID document, but they canceled the withdrawals, I already sent the photo in the chat and they said it's ok, I already made a request to withdraw 700 euros and now I can only request 500 tomorrow. Let's see if they pay me or if they come up with something else.

tive que enviar isto para me darem a resposta por mail que precisavam de uma selfie com a mão e cotovelo visível a segurar o documento de identificação, mas cancelaram as retiradas, já enviei a foto no chat informaram que está ok, já fiz um pedido de levantamento 700 euros e agora só amanhã é que posso pedir o de 500. Vamos ver se me pagam ou se inventam mais alguma coisa.

Thank you for the information.

Has the selfie with your ID been checked and verified by the casino's relevant department?

Have you been requested to submit any additional documents for verification?

Could you kindly update me on the status of your pending withdrawal requests?

It was accepted and they sent an email confirming that my account was verified and to this day I still haven't received the 1200 euros

Foi aceite e enviaram mail a confirmar que a minha conta estava verificada e até hoje continuo sem receber os 1200 euros

i keep getting this automatic reply, this one was today. Always the same automatic reply

continuo a receber esta resposta automática, esta foi hoje. Sempre a mesma resposta automática

on the 17th I received this after sending the selfie, but the reply now remains the same as the one I sent. I can't figure it out

no dia 17 recebi isto após ter enviado a selfie, mas a resposta agora continua a ser a mesma a que enviei. Não consigo perceber

They paid out 700 euros today after I said I needed information to share with the casino guru and refused the request to withdraw 500 euros, I contacted them again and they said to contact them tomorrow.

Pagaram hoje 700 euros após eu ter dito que precisava de informação para partilhar com o casino guru e recusaram o pedido da retirada de 500 euros, entrei em contacto novamente disseram para entrar em contacto amanhã

As the order was placed now, I'll give it 14 days again

Como o pedido foi feito agora vou dar novamente 14 dias

Thank you for keeping me updated. Please let me know when you receive the winnings of €500.

Good afternoon, today I contacted him again saying that I had been waiting for a long time and that I had to have an urgent response to inform the casino guru, they have already paid me everything. I thank you for your availability and I am sure that the payments were made because I said I was in contact with casino guru.

Boa tarde, hoje entrei novamente em contacto com ele dizendo que estava à espera à bastante tempo e que tinha que ter uma resposta urgente para informar o casino guru , já me pagaram tudo. Agradeço a vossa disponibilidade e tenho a certeza que os pagamentos foram efectuados devido a ter dito que estava em contacto com o casino guru

Dear carla2983,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru