Spinanga Casino - El retiro del jugador se ha retrasado, la cuenta está bloqueada.

I won the aforementioned amount with €50 of real money. On January 29, 2026, I requested a €300 withdrawal. It showed as being under review for a day. After that, I continued playing normally. The next morning, I could no longer access any slots, and suddenly under Deposits/Withdrawals, it displayed: "Deposits blocked - Deposits restricted by the operator" - and the same for withdrawals. The requested €300 withdrawal is still under review to this day. I contacted live customer service via chat, who informed me that everything was fine with my account and that I should contact support via email.

I did this immediately, of course. Despite this, I only received the response that my money was safe with them and that I shouldn't worry. They said there was a delay due to a review, but no explanation as to why my account was blocked, and no documents have been requested to this day. Under the "Verification" section in the casino menu, it says: "It looks like your account doesn't need to be verified. Have fun playing."

In addition to the requested payout of €300, I still have €816.16 in real money credit at the casino.

I have given the casino four weeks and would like clarification. Therefore, I am asking for your help.

Respectfully

Georg Johann P***

Ich habe mit 50€ Echtgeld den oben genannten Betrag erspielt. Ich habe am 29.1.26 eine 300€ Auszahlung beantragt. Es stand einen Tag lang da, dass es in Prüfung ist. Daraufhin habe ich ganz normal weiter gespielt. Am nächsten morgen konnte ich keine Slots mehr öffnen und es stand plötzlich unter Ein-/ Auszahlungen: "Einzahlungen gesperrt- Einzahlungen durch den Betreiber eingeschränkt"- und bei Auszahlungen das gleiche. Die Beantragte Auszahlung in Höhe von 300€ steht bis heute immer noch in Prüfung. Ich hatte über den Chatservice mit dem Live Kundenservice kommuniziert, welcher mir mitteilte, dass mit dem Konto alles in Ordnung sei und ich mich per Mail an den Support wenden solle.

Dies tat ich selbstverständlich umgehend. Trotz alledem habe ich nur als Antwort bekommen, dass das Geld bei denen sicher seie und mir keine Sorgen machen müsse. Es käme wegen einer Prüfung zu einer Verzögerung, aber keinerlei Antwort weshalb mein Konto gesperrt ist und es wurden bis heute keine Unterlagen eingefordert. Unter dem Punkt Verifizierung innerhalb des Casino Menüs steht folgendes: "Es sieht so aus, als ob dein Konto nicht verifiziert werden muss. Und viel Spaß beim spielen."

Neben der angeforderten Auszahlung von 300€ habe ich noch 816,16€ Echtgeld Guthaben auf dem Casino.

Ich habe dem Casino 4 Wochen lang Zeit gegeben und erwünsche mir eine Klärung. Deswegen Bitte ich Sie mir zu helfen.

Hochachtungsvoll

Georg Johann P***

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Do I understand correctly that you have access to your casino account, but you cannot use it?
• What is the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Good evening, thank you very much for your quick reply. Yes, that's correct. I can log in, but I can't use anything – neither withdrawing, depositing, nor playing.

The status of my payout is: "Processing. Reviewing your transaction request."

I only play slot machines.

Best regards

GP***

Guten Abend, vielen Dank für Ihre schnelle Antwort , ja das ist richtig, ich kann mich zwar einloggen, allerdings kann ich nichts nutzen, weder Auszahlen, Einzahlen und auch nicht spielen.

Der Status meiner Auszahlung ist: "In Bearbeitung. Überprüfung deiner Transaktionsanfrage."

Ich spiele ausschließlich Spielautomaten.

Viele Grüße

G.P***

Thank you very much for your reply, georg.p. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Good day,

I have sent you two emails to the email address you provided, containing the requested correspondence.

Best regards

GP***

Guten Tag,

ich habe Ihnen auf die angegebene E-Mail von Ihnen 2 Mails geschickt mit den angefordertem Verlauf.

Mit freundlichen Grüßen

G.P***

Dear georg.p,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinanga Casino representative to join this conversation.

Dear Spinanga Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Casino Guru,

We have sent an email to Mirka providing a detailed explanation of the situation.

Kind Regards,

Spinanga Team

Dear georg.p,

Could you please specify, which payment method(s) you used for deposits in this casino? Are you able to prove your ownership of all of them?

Thank you for your confirmation.

Good day,

I used my verified Skrill account for the deposit, and of course I can prove it. And the casino can see which deposit method I used. What I don't understand is why my casino account has now been completely blocked, so I can't even log in anymore.

LG

P****

Guten Tag,

Ich habe mein Verifizirtes Skrill Konto für die Einzahlung benutzt und natürlich kann ich es auch nachweisen? Und das Casino sieht doch auch welche Einzahlungsmethode ich benutzt habe. Was ich auch nicht verstehe wieso wurde das Casinokonto von mir jetzt komplett gesperrt das ich mich nicht mal mehr einloggen kann.

LG

P****

Dear Spinanga Casino,

I sent you an email. Please check your inbox.

Dear Casino Guru,

We are currently requesting additional evidence on your behalf and will provide an update as soon as we receive further information.

Kind Regards,

Spinanga Team

Dear Spinanga Casino,

Could you provide us with an update?

Dear georg.p,

Thank you for your patience.

Please be informed that your case is currently under review and you will be informed as soon as possible with further information.

We thank you for your understanding.

Kind regards,

Spinanga Casino Team

Dear Spinanga Casino,

I kindly ask you to provide the supporting evidence as soon as possible, since it had been requested weeks ago.

Thank you for your cooperation.

Dear georg.p,

Thank you for your patience.

We would kindly ask you to check your emails and provide us with your bank details in order to proceed with the withdrawal of your remaining balance.

Thank you for your understanding.

Kind regards,

Spinanga Casino Team

Dear georg.p,

Could you please confirm, if you have been able to make progress in your withdrawal process?

Good afternoon Mirka,

I replied to the Spinanga Casino support email and sent my bank details.

I'm waiting for the money now.

Best regards

G**** * P****

Guten Tag Mirka,

Ich habe dem Spinanga Casino auf die Email von Support geantwortet und meine Bankverbindung gesendet.

Ich warte jetzt auf das Geld.

Liebe Grüße

G**** * P****

Good day

I received my money from Spinanga Casino, but I don't understand why I still can't log in. I have coins on my account that can be collected and converted into real money. That's 1600 coins, which isn't exactly a small amount. And above all, I haven't done anything wrong that would justify an exclusion in my opinion.

Best regards

Guten Tag

Ich habe mein Geld vom Spinanga Casino bekommen doch verstehe ich nicht wieso ich mich immer noch nicht einloggen kann. Ich habe auf dem Coins die man sammeln kann und in echtgeld umwandeln kann. Das sind 1600 Stück nicht gerade wenig. Und voralem habe ich ja auch nichts falsches gemacht das einen Ausschluß rechtfertigen würde meiner Meinung nach.

Liebe Grüße

Dear georg.p,

I am glad to hear, that your withdrawal has been paid out. Your withdrawable balance (which you received) has been the only funds, you have been eligible to receive at this point.

Casinos can decide to close player's account for multiple reasons, and they have the right to do so, when they pay out balance. In your case, there has been some activity, that lead them to believe, you were participating in breaching of their fair play policies.

Any bonuses (or loyalty points in this case) are at a discretion of casino, since they are awarded as extra benefits, and cannot be considered real money, despite the fact, that in some cases they can be converted into bonuses, and then lead to winning some amounts after meeting requirements. For this reason, they cannot be considered player's balance.

Since the core issue has been resolved, and disputed amount has been paid out, we consider this issue resolved. Could you please confirm, if you are content with the result, and the complaint can be closed as resolved?

Dear georg.p,

We are extending the timer by 3 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,

Mirka Dubasova

Casino.Guru