Spinanga Casino - プレイヤーの撤退が遅れています。

I made a withdrawal of 50 euros on August 11th, but the money has not yet arrived. Given that 5 business days have passed, it seems very strange to me that the money has not been received.

ho effettuato un prelievo di euro 50 il giorno il giorno 11 agosto, ma i soldi non sono ancora arrivati , essendo passati 5 giorni lavorativi ,mi sembra molto strano che i soldi non sono arrivati.

Dear angelocasadibari1981,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

When I opened your account, the first thing I did, because I'm not inexperienced, I have a lot of online accounts, I went to see how the account was verified, on the verification item, once pressed it appeared, the exact words "does not need any verification". So Miss Kristina, do me a favor, do not talk nonsense, I repeat that in any online platform that I have played, I have never had these problems, so I await a more serious and acceptable response where you really explain to me the problem for which the withdrawal has not yet been processed correctly. I await your response.

Quando ho aperto il vostro conto,la prima cosa che ho fatto, perche' non sono un inesperto,ho un sacco di conti on line , sono andato a vedere come si verificava il conto, sulla voce verifica,una volta premuto mi e' comparso , testuali parole"non ha bisogno di nessuna verifica". Quindi signorina kristina,mi faccia un piacere, non dica cavolate, le ripeto che in qualsiasi piattaforma on line che ho giocato ,mai avuto di questi problemi, quindi attendo una risposta piu' seria e accettabile dove mi spiega realmente il problema per cui il prelievo non e' ancora stato elaborato correttamente. Attendo una vostra risposta.

Thank you for your reply, angelocasadibari1981. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

If you go and read the terms and conditions of withdrawals in point 6.15, it is written that once the withdrawal request has been made, you have to wait 3 working days from the day after the request, for me it even took 5.

Se andate a leggere nei termini e condizioni dei prelievi nel punto 6.15, c'e' scritto che una volta effettuata la richiesta di prelievo , bisogna attendere 3 giorni lavorativi dal giorno dopo alla richiesta, a me ne sono passati addirittura 5.

Today August 23rd I still haven't received the withdrawal

oggi 23 agosto non ho ancora ricevuto il prelievo

5 working days have passed but the money has not arrived yet

sono passati i 5 giorni lavorativi ma i soldi non sono ancora arrivati

angelocasadibari1981, please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• 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.
• Did you accumulate your winnings with or without an active bonus?

Thank you.

the withdrawal has finally been disbursed

il prelievo e' stato erogato finalmente

Dear angelocasadibari1981,

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