Spinanga Casino - プレイヤーの撤退が遅れています。

my withdrawl was accepted 3 weeks ago and i have not recived my money. I have sent them proof with bank documents that i have not recived this. They will not help you at all. I am in the vip team and they dont answer me anymore, stay away from this site. They say the payment team is working on this and i need some patience, but trust me they are not working on this.

Dear Sonna99,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share the communication between you and the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Yes, i have passed the kyc and the winnings was not by a bonus. Still hasent got my money.

Could you please share a screenshot of your withdrawal request and any recent communication between you and the casino discussing the issue?

Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I have sent it to you on mail

Thank you very much, Sonna99, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Sonna99,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Spinanga Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify when exactly the withdrawal request was processed from your side? Have you received any bank statements from the player confirming the payment hasn't been received?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Natalia,

Thank you for reaching out.

We would like to inform you that the withdrawal in question bounced back on customer's balance, after which he played it in casino. An email with evidence was sent to your address natalia.b@casino.guru. Looking forward to your reply.

Best regards,

Spinanga.com

Thank you for the email, Spinanga Casino.

Dear Sonna99, based on the evidence sent by the casino, I can see that your withdrawal request was canceled and the money was returned to your balance on 27.6.2024. After that, you played your whole balance to zero. Unfortunately, we cannot help you restore your balance if you deliberately gambled your winnings away.

Please, let me know if you need our assistance with anything else.

Dear Sonna99,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.