The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The issue was resolved after the player marked the complaint as resolved, indicating that the withdrawal had eventually been processed. The Complaints Team confirmed the resolution and thanked the player for their cooperation.
Spinanga Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €23,600
Spinanga Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.3
Spinanga Casino has a Safety Index of 8.3, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case summary
Discussion
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5 days ago
Translation
Good day,
I use Spinanga's betting service and have deposited thousands of euros, which was never a problem! The problem always started when I wanted to withdraw my winnings! Suddenly, it was limited to €800 per day! I've deposited up to €4,000 at times and gambled it all away! The problem is that the withdrawals were always processed in such a way that I ended up gambling away my remaining funds and then canceling the withdrawals! I want to avoid that this time and don't understand how they can impose an €800 withdrawal limit on me as a solvent and good customer! In the past, I often wanted to close my account, but was simply ignored, so they obviously know that my impulse control is a weakness! But I'm not going to let that slide this time! I currently have €2,100 pending (€500, €800, €800), as I have the €800 daily limit, as I mentioned! And more than three withdrawals in progress is also the maximum! I urgently need your help to get my money! I've already suffered a lot, now I want it and a break! Thank you in advance for your dedication and the great work you do.
Best regards
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5 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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5 days ago
Dear pomponianus,
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,
Complaints Resolution Center
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2 days ago
Translation
I gambled away my money because you can only withdraw €800 per day! I advise every player to stay away from this provider; depositing is no problem, but withdrawing is incredibly difficult!
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2 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear pomponianus,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
