Spinanga Casino - プレイヤーのアカウントは閉鎖されました。

My account has been blocked without any reason, with €300 pending withdrawal and €400 that I was playing. Suddenly, I can't access it anymore! It says that it's under review.

Mi cuenta ha sido bloqueada sin motivo con 300€ pendiente de retiro y 400€ que estaba jugando. De repente ya no me deja acceder! Me dice que está en revisión

Dear ahlem93aat,

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before your account was blocked?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Thank you for answering, my account has already been unlocked, I have played roulette and slots, it does not ask me for verification, I have already written to them to verify myself because I have a withdrawal of €500 and they tell me that it is not necessary, I accumulated my winnings without a bonus! Now I hope they process my withdrawal of €500

Gracias por contestar, mi cuenta ya fue desbloqueada, he jugado a ruleta y tragamonedas, no me pide verificación, ya les he escrito para verificarme porque tengo un retiro de 500€ y me dicen que no hace falta, mis ganancias las acumulé sin bono! Ahora espero que procesen mi retiro de 500€

Thank you for your reply, ahlem93aat. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Could you please advise when exactly you requested this withdrawal?
• Have you made any successful withdrawals before?

Hello! I requested the withdrawal on 11/09 and I'm still waiting! And it's the first time I've requested a withdrawal at this casino! I'll wait for the 14 days to pass!

Hola! Solicité el retiro el día 11/09 y hasta hoy sigo esperando! Y es la primera vez que solicito un retiro en este casino! Esperaré entonces que se cumplan los 14 días!

Thank you for your reply, ahlem93aat. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Thank you for your response. On 9/20 I received my withdrawal successfully and I was not asked for verification!!

Gracias por tu respuesta el día 20/9 recibí mi retiro exitosamente y no me pidió verificación!!

Dear ahlem93aat,

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, 

Kristina

Casino.Guru