Spinanga Casino - プレイヤーの撤退が遅れています。

Dear Support! I submitted a withdrawal on 01.04 around 360 euros (150.000 HUF), then I waited 2 weeks to make the payment, unfortunately Spinanga did not make my payment. I would like to ask for help!

Dear BartaP, 

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 before?

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

Have you accumulated 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, 

Veronika

Dear Veronica!

Thank you for your response! Please note that I have not initiated any withdrawals yet, therefore, I have not been required to complete the KYC process. I have accumulated my winnings with real money, not used any bonuses.

Waiting for your reply.

Best regards,

Peter

Thank you for your response. Could you please explain what you mean by saying that you have not initiated any withdrawals yet? In the screenshot you provided us with, there is a pending withdrawal request from 4 January.

Thank you for your reply! What I meant is that the withdrawal request from January 4th is my first ever withdrawal request, and no KYC process was requested from me prior to this so far. I hope this clarifies the situation.

Peter

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

Dear BartaP,

I’ve taken a look at your case and I’m sorry to hear about the difficulties you’re experiencing with your withdrawal. I’ll reach out to the casino to see how we can assist you further once they reply.

Dear Spinanga Casino,

I invite you to join this conversation to help resolve the player’s complaint. Could you provide more details regarding this case? Specifically, I would like to know why the player's withdrawal request has been pending for over two weeks and when it will be processed.

I look forward to your response. If you have any supporting documents, please feel free to send them to my email at natalia.b@casino.guru.

Best regards,

Natalia

Dear Natalia!

Thank you for handling my case. Since then, I was required to verify my account and have provided all the necessary information.. However, I used a disposable card from Revolut for the transaction, and I informed that to chat support team about this issue three times and also sent an email to the casino, but my verification has been declined three times.

Today, I was asked to provide my entire transaction history, which I submitted. Despite this, the casino requesting the disposable card again with my name on it. This is impossible, as the disposable card details changed after the purchase was made. I have already sent all relevant information, including a statement from Revolut showing my name and the last four digits of the card used for verification, as required. Yet, my verification continues to be denied.

Additionally, when I try to upload the requested documents again, I am unable to do so. The account prompts me to verify, but the verification section does not allow me to upload anything.

It has been 23 days since I initiated the withdrawal, and I am still unable to get my money. I kindly request your assistance in resolving this matter as soon as possible. I have already sent all the evidence via email.

Peter

Since then, the verification process has been resolved, no longer requests any information, so now I'm just waiting for the payment.

Thank you for the updates, BartaP. please, keep us informed about further developments. Hopefully, the payment will be processed soon.

Dear Natalia!

I would like to confirm that the payment has finally been processed.

However, I must express my dissatisfaction with the fact that it took 25 days to complete. This delay is unacceptable and has caused significant inconvenience.

Given the circumstances, I kindly request appropriate compensation for the delay. Additionally, I would appreciate it if you could assist in investigating the cause of this issue to prevent similar occurrences in the future.

I look forward to your prompt response and a resolution to this matter.

Best regards,

Peter

Dear BartaP, do I understand you correctly that you have received the payment successfully?

Dear Natalia!

Yes, I have received the payment; however, I find it completely unacceptable that I had to wait 24 days when their policy states withdrawals should be processed within 1-3 business days. Throughout the verification process, I was repeatedly asked for the same document three times, and towards the end, I was no longer even able to upload the required documents for verification.

I have also noticed that I am not the only one experiencing such issues, many others have reported similar complaints. I am deeply disappointed with the casino how they handling of this situation, and I believe appropriate compensation and necessary actions should be taken to ensure such delays and complications do not occur in the future. I kindly request your response regarding how this matter will be addressed.

Peter

Dear BartaP,

I understand your disappointment regarding the delayed payment. Casinos should provide players with accurate information about withdrawal timeframes on their websites. However, delays can sometimes occur due to high volumes of requests or issues with third-party providers.

From our experience, there are situations where casinos cannot influence when players receive their payments after they have been processed. In this case, the casino fulfilled its obligations, and you received the withdrawal in the amount you requested. Unfortunately, we cannot request compensation since the withdrawal was successful.

Given the circumstances, I will mark your complaint as 'resolved' in our system. Thank you for your understanding, BartaP. Please don't hesitate to contact our Complaint Resolution Center if you encounter any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia