Spinanga Casino - El retiro del jugador se ha retrasado.

I already requested my withdrawals in March. Since then, I've been trying to verify my identity to no avail. They keep asking for proof of address and transaction history. I've uploaded and submitted all the required documents several times. I contact live chat several times a week and keep getting the same excuse: "Documents are being reviewed." They keep requesting the same documents without explanation. Unfortunately, nothing happens; they just give excuses.

Im März habe ich bereits meine Auszahlungen angefordert. Seit dem versuche ich mich vergebens zu verifizieren. Es wird immer wieder der Adressnachweis, sowie Transaktionsverlauf gefordert. Alle erforderlichen Dokumente wurden schon mehrmals hochgeladen und eingereicht. Mehrmals wöchentlich kontaktiere ich den Live-Chat und erhalte immer wieder die gleichen Ausreden: „Dokumente werden geprüft". Es werden ohne Begründung ständig dieselben Dokumente gefordert. Es passiert leider nichts, es kommen nur Ausreden.

Dear Drlongo-1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process, but I agree that the casino had more than enough time to review all your documents.

• Could you please advise which documents you have already provided (apart from those you mentioned in your message) and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank you for the quick reply. On Thursday, May 8, 2025, I sent several more current proofs of address (utility bill, employer, district office, etc.), as well as the transaction history from Jetonwallet. All in the required PDF format.

My account is still not verified.

Danke für die schnelle Antwort. Ich habe am Donnerstag den 8.5.25 nochmals mehrere aktuelle Adressnachweise( Stromrechnung, Arbeitgeber, Landratsamt, etc.) geschickt. Ebenso den Transaktionsverlauf von Jetonwallet. Alles im geforderten PDF Format.

Mein Konto ist immernoch nicht verifiziert worden.

Thank you very much for your reply, Drlongo-1. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much. I have emailed you the previous communication with support. In the images you sent, you can see what is (still) required for verification. I have already uploaded the documents several times. I can also send you my documents so you can see that everything is correct.

Vielen Dank. Ich habe Ihnen per Mail, die bisherige Kommunikation mit dem Support geschickt. Auf den geschickten Bildern sehen Sie was (immernoch) für die Verifikation gefordert wird. Ich habe die Dokumente schon mehrmals hochgeladen. Ich kann Ihnen meine Dokumente, ebenfalls zukommen lassen, damit Sie sehen, dass alle seine Richtigkeit hat.

Thank you very much, Drlongo-1, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear Drlongo-1,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Spinanga Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinanga Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Drlongo-1,

Thank you for your patience and for bringing your concerns to our attention. We are writing to provide you with an update regarding the verification process and the status of your withdrawal requests.

Following your complaint, we escalated the matter to the relevant department for further review. We have been informed that your verification has been successfully completed, and your account is now fully verified.

With regard to your withdrawal requests, we understand that the wait has been frustrating. Please be assured that our team is working to process them as soon as possible.

We sincerely appreciate your understanding and cooperation on this matter. If you have any further questions or require assistance, please do not hesitate to contact us. We wish you a pleasant day!

Kind regards,

Spinanga Casino Team

Dear Spinanga Casino,

Thank you for your response and the information you have provided.

Could you please state whether the player's withdrawal was processed?

I'll be awaiting your reply.

Dear Drlongo-1,

We would kindly like to inform you, that all withdrawal requests have been complete. There are no more pending requests on the account.

Thank you for your patience and understanding.

Kind regards,

Spinanga Casino Team

Dear Drlongo-1,

Could you confirm if you have received the payment from the casino?

I'll be awaiting your reply.

I've already received €1,500 and made further withdrawals. Thank you for your help.

Ich habe 1500€ bereits erhalten und weitere Auszahlungen getätigt. Vielen Dank für Ihre Hilfe.

Dear Drlongo-1,

Shall we wait till you withdraw all the funds from the casino? Or can I go ahead and close the complaint as resolved?

I'll be awaiting your reply.

I've made the last three withdrawals of €500 each. Can we wait until that's done? I'll write when the withdrawals arrive.

Die letzen 3 Auszahlungen à 500€, habe ich getätigt. Können wir warten, bis das erledigt ist?Ich schreibe, wenn die Auszahlungen ankommen.

Dear Drlongo-1,

Sure, I'll be awaiting your reply regarding the last three withdrawals.

Dear Drlongo-1,

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.

Hello, I've been waiting for my last three withdrawals since May 27, 2025. They haven't been processed yet, and I haven't received any notification from the casino.

Hallo ich warte seit dem 27.05.25 immer noch auf die letzen 3 Auszahlungen. Bisher wurden sie nicht bearbeitet und habe auch keine Nachricht vom Casino erhalten .

Dear Spinanga Casino,

Could you update us on the player's withdrawal requests? Why they haven't been processed yet?

I'll be awaiting your reply.

Dear Drlongo-1

We are happy to confirm that your withdrawal requests have been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

If you have any additional questions don't hesitate to contact us.

Kind regards,

Spinanga Casino

Dear Drlongo-1,

Could you please let us know once you receive the withdrawals?

I'll be awaiting your reply.

Dear Drlongo-1,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru

We’ve reopened this complaint at the request of Drlongo-1. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Drlongo-1,

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,

Stefan Manson

Casino.Guru