Spinational Casino - プレイヤーの出金処理が遅延しています。

Hello, I won €4556 at Spinational and my withdrawals have been pending for a month without any explanation. I can't request new withdrawals because they've blocked them. No documents were requested for verification, and my account states that it doesn't need to be verified. I don't understand why nothing is happening and need your help. Here are screenshots from my account.

Hallo ich habe im Spinational 4556€ gewonnen und seit einem Monat sind meine Auszahlungen ausstehend ohne Begründung. Neue Auszahlungen kann ich nicht beantragen, da sie es geblockt haben. Es wurden keine Dokumente zur Verifizierung angefordert und in meinem Account steht dass mein Konto nicht verifiziert werden muss. Ich verstehe nicht wieso nichts passiert und benötige Ihre Hilfe. Hier sind Bilder aus meinem Account

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Dear Honeywife,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• Do you have any confirmation emails or messages regarding your withdrawal requests?

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

Petra

Hi Petra, I haven't had any successful withdrawals before. These are my first withdrawal requests.

I claimed the 200% crypto bonus on my deposit, but I had already made the winnings with the real money portion, so I didn't need to use the bonus and was able to cancel.

I received emails confirming that I had submitted withdrawal requests, but nothing else.

Hi Petra, ich habe zuvor keine erfolgreichen Auszahlungen gehabt. Dies sind meine ersten Auszahlungsanträge.

Ich habe den 200% Crypto Bonus beansprucht bei meiner Einzahlung, aber die Gewinne habe ich mit dem echtgeld Anteil gehabt, sodass ich den Bonus nicht verwenden musste und stornieren konnte.

Ich habe E-Mails erhalten dass ich Auszahlungsanträge gestellt habe aber sonst nichts.

Thank you for your reply and for providing the previous details, Honeywife.

• Have you checked your account settings for any notifications or alerts related to your withdrawals?
• Could you provide any additional evidence/communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

My account says no verification is necessary. That's what support says, but nothing has happened since.

In meinem Account steht dass keine Verifizierung notwendig ist. Das sagt der Support und passiert ist weiterhin nichts

Dear Honeywife

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Honeywife,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spinational Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spinational Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear all,

Thank you for contacting us.

We  kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Spinational Casino

Dear Spinational Casino,

Thank you for your prompt response. We look forward to your next update.

Six days ago, Spinational requested verification. I uploaded the documents immediately. They're still showing as pending. I'm curious to see how long this will take.

Vor 6 Tagen hat Spinational dann die Verifizierung angefordert. Ich habe direkt die Dokumente hochgeladen. Bisher sind sie immer noch auf ausstehend. Ich bin Mal gespannt wie lange das jetzt noch dauert.

It looks like my documents have been accepted and the verification is complete.

Es sieht so aus als ob meine Dokumente akzeptiert und die Verifizierung abgeschlossen ist.

Dear Spinational Casino,

I would greatly appreciate it if you could provide clarification regarding the current situation. Thank you for your attention to this matter.

Hello, new documents have now been requested: proof of deposit and proof of ownership of the crypto wallet.

I uploaded both.

Before any further unnecessary delays occur, I'd like to point out that my crypto wallet provider, Trust Wallet, does not store any information such as names or addresses. Therefore, the crypto wallet consists solely of a crypto address. I've uploaded a screenshot from the app showing my crypto address.

Hallo, jetzt wurden neue Dokumente angefordert. Nachweis der Einzahlung und Nachweis des Besitzes vom Crypto Wallet.

Ich habe beides hochgeladen.

Bevor es zu weiteren unnötigen Verzögerung kommt merke ich direkt an dass mein Crypto Wallet Anbieter Trust Wallet keine Informationen wie Namen oder Adressen speichert. Daher besteht das Crypto Wallet ausschließlich aus einer Crypto Adresse. Ich habe den Screenshot aus der App hochgeladen. Darauf ist meine Crypto Adresse zu sehen.

Dear Honeywife,

Thank you for contacting us.

We kindly inform you that the relevant department is reviewing your case nd will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Spinational Casino

Dear Honeywife,

Thank you for the patience.

We kindly inform you that your account is now verified.

Kind regards,

Spinational Casino

Dear Spinational Casino,

Thank you for your recent update. I am pleased to hear that the account has now been successfully verified.

Dear Honeywife,

We will patiently await your next update regarding the withdrawal.

Dear Honeywife,

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.

Hello, there is still €1550 outstanding. I requested new payments a few days ago and am waiting for them to be processed.

Hallo es sind noch 1550€ ausstehend. Ich habe neue Auszahlungen vor Tagen beantragt und warte auf die Bearbeitung

Spinational has cancelled two payouts without any reason. I don't understand why.

Spinational hat 2 Auszahlungen einfach grundlos storniert. Ich verstehe nicht was das soll

Dear Honeywife,

Thank you for contacting us.

We kindly inform you that the relevant department is reviewing your case nd will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Spinational Casino

And once again Spinational has cancelled a payout, and now I have to wait at least another day before I can even reapply! This behavior is extremely annoying.

Und schon wieder hat Spinational eine Auszahlung storniert und jetzt muss ich wieder warten mindestens einen weiteren Tag um es überhaupt neu beantragen zu können! Dieses Verhalten ist extrem nervig

Dear Spinational Casino,

Could you please provide an update regarding the player's remaining withdrawals and clarify the reason behind the recent cancellations?

We look forward to your response.

Best regards,

Hadi

Dear player,

Thank you for the patience.

We kindly inform you that your withdrawal has been completed successfully, and the pending withdrawals will be processed soon. Regarding the cancellation, we are currently checking with the relevant department.

Kind regards,

Spinational Casino

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

Dear Honeywife,

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,

Hadi