Spinight Casino - プレイヤーの撤退が遅れています。

I've been trying to withdraw what I have in my account for a long time but they won't pay!

Estou tentando sacar o que tenho na conta faz tempo mas não estão pagando!

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Dear RafaZermiani,

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 that I can fully understand the situation.

When exactly have you submitted your withdrawal request?

Have you made any successful withdrawals before?

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

What types of games did you play? Were they slots, live casino games or did you place bets on sports?

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

Good afternoon! I can't access my account and I've already sent the requested documents and also my bank statement! But months have passed and I haven't received what's in my account!

Boa tarde! Não consigo acessar a conta e já mandei os documentos solicitados e também extrato bancário! Porém meses se passaram e nada de receber o que tenho na conta!

Could you please specify when exactly you sent your identity documents to the casino for verification, and when exactly you submitted your withdrawal request?

Kindly forward me the most recent communication between you and the casino regarding the verification of your account and the delay in processing your payment at veronika.f@casino.guru.

I sent them all the documents they asked for, including my bank statement! Now they've asked me for the statement showing the bank logo, and all the statements I've sent to various bookmakers have been fine! The only one who "demanded" this was them! Totally unnecessary! Then they're in this situation, literally begging me to pay them, when everything is fine, nothing illegal!

Enviei todas os documentos necessários e pedidos por eles, inclusive o extrato bancário! Agora me pediram o extrato onde mostra a logo do banco, sendo que todos os extratos que enviei para várias casas de apostas deram tudo certo! A única que "exigiu" isso, foi eles! Totalmente desnecessário! Aí estão nessa, me enrolando literalmente pra me pagar, sendo que está tudo certo, nada de ilegal!

I understand your frustration. Sometimes, however, casinos need to perform additional verifications for various reasons. These checks are usually a one-time process, and once your account is fully verified, future withdrawals should be much smoother.

I have not received any emails from you yet. Could you please forward me the most recent conversations between you and the casino regarding your verification to veronika.f@casino.guru? If possible, kindly include the documents you sent to the casino.

Also, please let me know what types of games you played.

Dear RafaZermiani,

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.

Good morning! I'll send you these recent chats! And what was sent! But I'll say it again... this whole situation is ridiculous! I've sent everything that was asked for and they're doing this disregard to pay soon, since everything is legal! The guy has to be subjected to this, it's over!

Bom dia! Vou te enviar essas conversar recentes! E o que foi mandado! Mas volto a falar.. ridículo essa situação toda! Mandei tudo que foi pedido e ficam fazendo esse descaso pra pagar logo, sendo que tá tudo dentro da legalidade! O cara tem que se sujeitar a isso, é pra acabar!

Dear RafaZermiani

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, Martin (martin.l@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,

Veronika

Hello RafaZermiani,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Spinight Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which RafaZermiani can expect his withdrawal to be processed? Alternatively, are there any additional issues, specifically those that might me concerning verification?

Thank you in advance for providing us with your view of the issue.

Hello,

Thank you for bringing this case forward. After reviewing the complete history on our side, we would like to outline the actions taken throughout the process:

September 21: The player’s account was temporarily care-listed pending standard verification.

The player contacted support shortly after, and the request for information was escalated to the relevant team.

October 4: The player was informed that they could log in and proceed with withdrawal once verification was completed.

October 11: Our verification department requested the required documents, including ID, selfie, selfie with ID visible (AOS), and bank transaction history for the period 11.09–11.10.

October 14: The player submitted documents for review.

October 15: The player was asked to provide the September bank statement in PDF format with the bank name or logo clearly visible, as required by regulatory procedures.

October 21: Additional documents were submitted, but they were not correctly uploaded and could not be verified.

October 29: The player stated they would not send further information. Later that day, new documents were submitted but were rejected because the September bank statement still did not include the required visible bank name or logo.

November 3: The player was informed once again that the September bank statement must show the bank’s name or logo. No further response was received.

As of now:

As soon as the player provides the September bank statement with the required visible bank details, the verification can be completed and the withdrawal processed immediately. This requirement is a standard compliance measure.

We remain available to finalize the process as soon as the correct document is received.

We are looking forward to getting this situation handled as soon as possible.

Regards,

SpiNight Team

Dear casino representative,

thank you for your response and for providing us with your point of view.

Dear RafaZermiani,

could you provide the casino with a document which meets the stated requirements? Alternatively, if you believe the document you have already submitted is sufficient, please send it to martin.l@casino.guru for review.

Good afternoon! I will provide this document with the bank's logo.

bank logo and solve this once and for all!

Thank you! Which e-mail?

Boa tarde! Irei providenciar esse documento com a logo do

banco e assim de uma vez solucionar isso!

obrigado! Enviar em qual e-mail?

Dear RafaZermiani,

I believe you can send the document to support@spinight.com. As for me, the only e-mail I use is martin.l@casino.guru.

Dear RafaZermiani,

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,
Martin
Casino.Guru

Good morning! I have the statement as you requested

so I can withdraw what I have withheld! I'm waiting for the e-mail to be sent so I can get my money!

Bom dia! Estou com o extrato conforme solicitaram

para eu poder sacar o que tenho retido! Fico no aguardo do e-mail para enviar e poder receber o meu dinheiro!

We’ve reopened this complaint at the request of RafaZermiani. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear RafaZermiani,

thank you for providing us with the document. Please upload it to the casino account if you haven't already. Once you confirm this has been done, we will ask the casino for more information.

What I was asked for was the statement showing the bank logo! I went to the bank to get it myself and I have it in my hands! Which e-mail should I send it to? I even sent it to Martin here at Guru!

I can't access the account because it says it's under review!

O que me foi pedido foi o extrato onde aparecia a logo do banco! Fui até o banco para pegar pessoalmente isso e tenho em mãos! Para qual e-mail eu envio? Enviei inclusive para o Martin aqui do Guru!

a conta não consigo acessar porque fala que está sob revisão!

Dear RafaZermiani,

thank you for your response, I believe you can also send it to support@spinight.com.

Dear casino representative,

please give us and update when you receive and evaluate the document.

Good morning! I've just sent the statement to the support@spinight.com

Bom dia! Acabei de enviar o extrato tbm para o support@spinight.com

Good morning, thank you for the update.

We confirm that we have received the document, and it has been forwarded to the relevant department for review.

We will provide an update as soon as the review process is completed.

Kind Regards,

Spinight Support

Dear parties,

thank you for your cooperation. We will now wait for an update from the casino.

Hello,

Thank you for your cooperation.

We confirm that the player has successfully submitted all the required documents and has now been fully verified. The withdrawal will be processed in accordance with our Terms and Conditions.

Should the player require any further assistance, our support team remains available.

Regards,

SpiNight Team

Yes!' I've sent what was requested! I'm just waiting for the deposit!

Isso!’ Enviei o que foi solicitado! Estou no aguardo do depósito apenas!

Dear parties,

thank you both for updating us on the matter.

Dear RafaZermiani,

please let us know when the withdrawal gets processed.

Withdrawal successful! It's all sorted! Thank you!

Saque efetuado com sucesso! Está tudo resolvido! Obrigado!

Dear RafaZermiani,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Spinight Casino for their involvement in the mediation process. 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, 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, 

Martin

Casino.Guru