Spinanga Casino - プレイヤーの出金リクエストはキャンセルされ続けています。

Firstly, I've been trying since 1/03/2024 to make withdrawals of 500€, several times, as this is the maximum amount that can be withdrawn. I believe I've attempted 8 withdrawals and all of them end up getting cancelled without any explanation given. I contacted their support and was told that they were experiencing issues but that my withdrawals were approved. Shortly after, the withdrawals are cancelled without them providing any reason. Out of the 8 attempts, only one has been successful (in dogecoin), so I tried to withdraw more using this payment method. Again, with no success, it stays in pending status for days. I also want to mention that I sent emails to their support and was told that they had already fixed the issue and asked me to stay calm. But as mentioned above, this was not the case and the withdrawals were cancelled. The last message I received from them was on 13/03/2024. Despite subsequent emails I've sent, and their withdrawals repeatedly failing, they have not responded to me. My account is verified and they confirmed everything is in order. However, the money still has not arrived and when you try to make a withdrawal, it stays in pending status for over 5 days only to then be cancelled and I have to wait again, this is a continuous cycle.

I also want to highlight that initially, I tried to make the withdrawals directly to my bank card but seeing that this didn't yield results, I tried with my e-wallet. I chose this method as their policy mentioned it is almost instant and very quick. However, these too were cancelled after spending days in a waiting status.

I have attached photos of how my withdrawals remain pending and the last message I received from spinanga in my email on 13/03/2024.

Thank you.

En primer lugar llevo desde el 1/03/2024 intentando realizar reintegros de 500€, varios ya que es la cantidad máxima que se puede realizar. Intente realizar creo que 8 reintegros y todos se acaban cancelando sin darme ninguna explicación. me puse en contacto con el soporte y me dijeron que estaban teniendo problemas pero que mis reintegros estaban aprobados. Poco después los reintegros se cancelan sin ellos decirme el motivo. De los 8 que he intentado solo uno ha sido exitoso (en dogeoin) por lo que intente sacar mas en este método de pago. Sin éxito nuevamente quedándose por días en espera. También mencionar que envié correos a su soporte me dijeron que ya habían solucionado el problema y que mantuviese la calma pero como comente arriba esto no fue así y los reintegros se cancelaron. El ultimo mensaje que recibí por su parte fue el 13/03/2024. no me han vuelto a contestar a pesar de los siguientes correos que les e enviado y que sus reintegros fallasen uno tras otro. Tengo la cuenta verificada y según ellos todo esta correcto. Pero el dinero sigue sin llegar y Cuando intentas realizar un reintegro se queda esperando mas de 5 días para luego cancelarse y tener que volver a esperar, así continuamente.

También destacar que al principio intente hacer los reintegros directamente en mi tarjeta bancaria pero viendo que esto no daba resultado probé con mi wallet electrónica. Puesto que vi en su política que era una manera casi instantánea y muy rápida. Pero igualmente fueron cancelados al pasar los días en espera.

Les dejo fotos de como los reintegros siguen en espera y el ultimo mensaje que recibí por parte de spinanga en mi correo el día 13/03/2024.

Gracias.

Dear Climax24,

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. 

• Do I understand correctly that you have made one successful withdrawal so far?
• Could you please confirm that you have passed the KYC verification?
• 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

• Yes, fortunately one of the 8 or more withdrawals that I have tried has been satisfactory, the others, as I mentioned, all end up being cancelled, making it eternal to withdraw all the money.
• There is no KYC verification since I was told my account was compliant. All the requirements. And the times you contact their technical support. They told me over and over again that everything was in order.
• They were not each and every one earned with real money.

• Si, por fortuna uno de los 8 o más retiros que he intentado ha salido satisfactorio, los demás como les comenté todos se acaban cancelando, haciendo eterno retirar todo el dinero.
• No hay verificación KYC puesto que me indicaron que mi cuenta cumplía con. Todos los requisitos. Y las veces que contacte con su soporte técnico. Me dijeron una y otra vez que todo estaba en orden.
• No fueron ganadas todas y cada una con dinero real.

Thank you for your reply, Climax24. Could you please post here (or forward me) your full withdrawal history? How many withdrawals are pending at the moment?

I finally managed to solve the problem, so in the end I don't need this help. I have tried to seek help on your website to be able to close this account in casino guru but unfortunately I did not find a solution, would you be so kind as to delete my account and all personal data related to this account, thank you very much.

He conseguido al final solucionar el problema, así que al final no necesito esta ayuda. he intentado buscar ayuda en vuestra web para poder cerrar esta cuenta en casino guru pero desafortunadamente no encontré una solución, serian tan amables de poder eliminar mi cuenta y todos los datos personales relacionados a esta cuenta, muchas gracias.

Dear Climax24,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru