Spinaro Casino - プレイヤーの撤退が遅れています。

Good evening,

I made a withdrawal request on 18/1 and it has not been processed yet.

I have fully verified my account.

In my communication with the casino, one moment they tell me it will be completed today and the next moment they ask me to wait due to a high volume of withdrawals.

Can you intervene to speed up the process? I don't feel I can trust this casino.

καλησπερα

εκανα αιτημα αναληψης στις 18/1 και μεχρι σημερα δεν εχει διεκπεραιωθει

εχω επαληθευσει πληρως τον λογαριασμο μου

στην επικοινωνια που ειχα με το καζινο μια μου λενε θα ολοκληρωθει σημερα και μια να περιμενω λογω ογκου αναληψεων

μπορειτε να παρεμβετε για να ολοκληρωθει πιο γρηγορα η διαδικασια?δεν νιωθω να εχω εμπιστοσυνη στο εν λογω καζινο

Dear ziopap,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

The verification has been completed and the reason I am complaining is the different responses in the conversation.

Just as we players are consistent with the information they ask for, so should casinos be with payments.

Η επαλήθευση έχει ολοκληρωθεί και ο λόγος που κάνω το παράπονο είναι οι διαφορετικές απαντήσεις στην συνομιλία

όπως εμείς οι παίκτες είμαστε συνεπείς με τα στοιχεία που μας ζητάνε έτσι θα έπρεπε και τα καζίνο να είναι στις πληρωμές

Today when I spoke again they told me that they will now give it to the payments team while it is supposed to have been under review for so many days.

Σήμερα που μίλησα πάλι μου είπανε ότι τώρα θα το δώσουν στην ομάδα πληρωμών ενώ υποτίθεται ότι τόσες μέρες εξετάζεται

The issue has been resolved, thank you very much.

Το ζήτημα επιλύθηκε ευχαριστώ πολύ

Dear ziopap,

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, 

Veronika Fritz 

Casino.Guru