Spinanga Casino - El retiro del jugador se ha retrasado debido a problemas de verificación.

Dear Casino Guru Team,

I won approximately €56,000 at the aforementioned casino. My initial withdrawal attempts were blocked, and the verification process began.

I have all the requested documents in

Submitted in PDF format - both via email to the support team and as an upload to my account.

After several days of review, it always says that I need to upload another proof of address.

I've since moved. My Spinanga account still shows my old address – however, I've been able to prove both addresses, my old and new ones, with bank statements, utility bills, and payslips. So far, without success.

The support team is no longer responding to my emails and I don't know what else to do.

Best regards

Sehr geehrtes Casino Guru Team,

ich habe bei oben genanntem Casino ca. 56.000€ gewonnen. Bereits meine ersten Auszahlungsversuche wurden blockiert und die Verifizierung begann.

Ich habe alle gewünschten Dokumente im

PDF Format eingereicht - sowohl per Mail an das Support-Team, als auch als Upload in meinem Konto.

Nach mehrtägiger Prüfung steht dort dann immer, dass ich einen weiteren Adressnachweis hochladen soll.

Ich bin in der Zwischenzeit umgezogen. In meinem Spinanga Konto steht noch meine alte Wohnanschrift - beide Anschriften, meine alte und neue, konnte ich jedoch mit Kontoauszügen, Stromrechnungen oder auch Lohnzetteln nachweisen. Bislang ohne Erfolg.

Das Support-Team antwortet mir auf meine E-Mails nicht mehr und ich weiß mir nicht mehr weiter zu helfen.

Viele Grüße

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.

Dear Lu.mo,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• When exactly did you submit your withdrawal request?
• Have you received any automated responses or acknowledgments from the support team after your email inquiries?

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

Best regards

Petra

Hello Petra,

many thanks for the quick response.

I sent the following documents to the support team via email on March 3, 2026, and uploaded them to my account a few days later. All documents were accepted except for the proof of address:

Proof of address (landline bill February 2026)

- Proof of account holder status via bank account (bank statements January & February)

- Bank statements as proof of transactions

- Selfie with the identity card (front and back)

Furthermore, for my old residential address, which is still registered in the account, the following documents are required on March 24, 2026:

Photo of my former identity card (both sides)

Old Telekom mobile phone bill

Old payslip

I was therefore able to prove both my former and my current address.

I submitted the first payment request on February 24, 2026. The other two were submitted on February 25 and 26, 2026 (each for €500).

I usually received a response from the support team to my email inquiries. However, I also occasionally received offers from the VIP team.

Best regards!

Hallo Petra, 

vielen Dank für die schnelle Antwort. 

Folgende Unterlagen habe ich bereits am 03.03.2026 per Mail an das Support Team gesendet und einige Tage später auch im Konto hochgeladen. Bis auf den Adressnachweis wurden alle Dokumente akzeptiert: 

Adressnachweis (Festnetzrechnung Feburar 2026)

- Kontoinhabernachweis über das Bankkonto (Kontoauszüge Januar & Februar)

- Kontoauszüge als Nachweis der Transaktionen

- Selfie mit dem Personalausweis (Vorder- und Rückseite)

Zudem für meine alte Wohnanschrift, die noch im Konto hinterlegt ist, am 24.03.2026 folgende Unterlagen:

Foto meines ehemaligen Personalausweises (beidseitig)

Alte Mobilfunkrechnung der Telekom

Alte Gehaltsabrechnung

Ich konnte also sowohl meine ehemalige, als auch meine aktuelle Anschrift nachweisen. 

Den ersten Auszahlungsantrag habe ich am 24.02.2026 gestellt. Die anderen beiden am 25.02.2026 unf 26.02.2026 (jeweils 500€). 

Nach meinen E-Mail Anfragen habe ich in der Regel eine Antwort vom Support Team erhalten. Zwischendurch aber auch immer wieder Angebote vom VIP-Team.

Viele Grüße!

Hello Petra,

I would like to inform you about a recent email correspondence from today and am including the email history here.

Message from the VIP team:

An*** (Spinanga)

April 2, 2026, 4:38 PM CEST

Good day Lu****,

Thank you for contacting our customer service.

Please provide us with a document to confirm the address registered to your account. Suitable documents include, for example, a home internet bill, a bank statement, a utility bill, or a letter from your local council. The document should be in PDF format and no more than six months old.

If you have any further questions, please contact us by email. support@spinanga.com or via live chat.

Best regards,

Customer service

My answer :

Re: [Spinanga] Congratulations on your win! 🏆

From:

"***************>

To:

vip@spinanga.com

Date:

02.04.2026 20:44:13

Ladies and Gentlemen

In response to your verification request, I am informing you that the residential address registered in my player account is outdated. I already notified you of this via email on March 3, 2026. This is my previous address from 2024. Since then, I have moved and did not play using this account between April 26, 2024, and February 6, 2026. Please find attached proof of my payment history.

I therefore request that my account details be updated immediately to reflect my current residential address and that verification be carried out based on my current, actual address. I have already provided all the requested documents – but can gladly do so again upon request.

Naturally, I cannot provide proof of the old address stored in the account for the last six months, as I no longer live there. If necessary, I can provide additional documentation of my previous address to clearly document the change of address.

Please confirm in writing,

1. that my account details are changed to reflect my current address,
2. Which specific documents do you accept to verify my current address?

I would appreciate a prompt response.

Best regards

I have redacted my personal data with "****". I can gladly provide proof of my payment history between 2024 and 2026, but I'm unsure whether I should share it here in the public forum.

Best regards!

Hallo Petra,

hiermit möchte ich über eine aktuelle Korrespondenz per Mail von Heute informieren und füge dir den E-Mail Verlauf hier ein.

Nachricht des VIP-Teams:

An*** (Spinanga)

2. Apr. 2026, 16:38 OESZ

Guten Tag Lu****, 

Vielen Dank, dass Sie sich an unseren Kundendienst gewendet haben.

Bitte stellen Sie uns ein Dokument zur Bestätigung der auf Ihrem Konto registrierten Adresse zur Verfügung. Geeignete Dokumente sind z. B. eine Rechnung für Heim-Internet, ein Kontoauszug, eine Versorgungsabrechnung oder ein Schreiben der Gemeinde. Das Dokument sollte als PDF vorliegen und nicht älter als 6 Monate sein.

Wenn Sie weitere Fragen haben, kontaktieren Sie uns per E-Mail support@spinanga.com oder per Live Chat.

Mit freundlichen Grüßen,

Kundenservice 

Meine Antwort:

Aw: [Spinanga ] Re: Herzlichen Glückwunsch zu deinem Gewinn! 🏆

Von:

"***************>

An:

vip@spinanga.com

Datum:

02.04.2026 20:44:13

Sehr geehrte Damen und Herren,

im Rahmen Ihrer Verifizierungsanfrage teile ich Ihnen mit, dass die in meinem Spielerkonto hinterlegte Wohnanschrift veraltet ist. Dies haben ich Ihnen bereits per Mail am 03.03.2026 angezeigt. Es handelt sich um meine frühere Anschrift aus dem Jahr 2024. Seitdem bin ich umgezogen und habe zwischen dem 26.04.2024 und dem 06.02.2026 nicht über dieses Konto gespielt. Entsprechende Nachweise meines Zahlungsverlaufs finden Sie im Anhang.

Ich bitte daher um unverzügliche Aktualisierung meiner Kontodaten auf meine aktuelle Wohnanschrift und um Durchführung der Verifizierung auf Basis meiner derzeitigen, tatsächlichen Anschrift. Alle gewünschten Unterlagen habe ich bereits zur Verfügung gestellt - kann dies aber auf Wunsch auch gerne erneut tun.

Einen Nachweis der alten, im Konto gespeicherten Anschrift aus den letzten 6 Monaten kann ich naturgemäß nicht vorlegen, da ich dort nicht mehr wohnhaft bin. Sofern erforderlich, kann ich zusätzlich Unterlagen zur früheren Anschrift vorlegen, um den Adresswechsel nachvollziehbar zu dokumentieren.

Bitte bestätigen Sie mir schriftlich,

1. dass meine Kontodaten auf die aktuelle Anschrift geändert werden,
2. welche konkreten Unterlagen Sie für die Verifizierung meiner aktuellen Anschrift akzeptieren.

Ich bitte um zeitnahe Rückmeldung.

Viele Grüße

Persönliche Daten habe ich mit "****" unkenntlich gemacht. Den Nachweis meines Zahlungsverlaufs zwischen dem Jahr 2024 und 2026 kann ich gerne zur Verfügung stellen, bin mir jedoch unsicher, ob ich dies hier über das öffentliche Forum teilen soll?

Viele Grüße!

Hello,

Another update:

The casino has now changed the address and has actually paid out two withdrawals of €500 each (yesterday and today).

Why am I still at the lowest VIP level, even though I'm in

I'm unclear how I generated more than €100,000 in revenue in February. What else would I need to do to reach VIP level? 🙂

It would be nice if I could receive more than €500 per payout.

Best regards

Hallo,

ein weiteres Update:

Das Casino hat nun die Adressänderung vorgenommen und tatsächlich auch zwei Auszahlungen über je 500€ ausgezahlt (Gestern und Heute).

Warum ich mich dennoch auf dem untersten Vip-Level befinde, obwohl ich im

Februar mehr als 100.000€ umgesetzt habe ist mir unklar. Was müsste man noch tun, um im VIP-Level zu steigen? 🙂

Es wäre ja schön, wenn ich mehr als 500€ pro Auszahlung erhalten könnte.

Viele Grüße

Thank you for your update.

Please note that assessing or adjusting VIP levels is not within our competence, as this is determined solely by the casino.

However, I am glad to hear that your situation regarding withdrawals is gradually being resolved and that you have already received some payouts.

Please keep me informed about any further progress, especially whether the casino continues to process your remaining withdrawals.

Thank you for your cooperation.

Good day,

I'm also glad that the three withdrawals I requested at the end of February have now been paid out. Afterwards, I requested a new withdrawal of €100 each time.

I hope that this time it won't take 6 weeks for the payments to be approved.

I will keep her updated.

Best regards!

Guten Tag,

ich bin auch froh, dass die drei Abhebungen, die Ende Februar beantragt wurden nun ausgezahlt sind. Im Anschluss habe ich jeweils immer eine neue Auszahlung über 100€ beantragt.

ich hoffe, dass es dieses mal keine 6 Wochen dauert, bis die Auszahlungen genehmigt werden.

Ich werde sie auf dem Laufenden halten.

Viele Grüße!

Hello,

Thank you for your update.

I’m glad to hear that your previous withdrawals have now been successfully paid out.

Could you please let me know if there have been any updates regarding your recent withdrawal requests?

Have the payments already been processed, or are they still pending?

I will be looking forward to your update.

Good day,

Five payment requests have now been processed.

On April 6th, 7th, 8th, 10th & 11th.

I requested a new payout as soon as possible. Saturday was therefore the last one.

I sincerely hope that this pace will be maintained so that the limit of €7,000/month will also be reached.

Best regards!

Guten Tag,

fünf Auszahlungsanträge wurden mittlerweile ausgezahlt.

Am 6./7./8./10. & 11.04.

Sobald möglich habe ich eine neue Auszahlung beantragt. Am Samstag war demnach die letzte.

Ich hoffe sehr, dass dieses Tempo beibehalten wird, damit das Limit von 7.000€/ Monat auch erreicht wird.

Viele Grüße!

Good day,

I requested a new withdrawal on April 8th, 10th, and 11th. Unfortunately, nothing has happened since. I have the feeling the casino is stalling again. Why else would they process five withdrawals in a row and then suddenly stop?

Best regards

Guten Tag,

ich habe am 08./10. & 11.04. jeweils wieder eine neue Auszahlung beantragt. Leider hat sich seitdem nichts mehr getan. Ich habe das Gefühl, dass das Casino wieder auf Zeit spielt. Wieso sonst werden 5 Auszahlungen direkt hintereinander bearbeitet und dann plötzlich keine mehr?

Viele Grüße

Thank you for your reply and for providing the previous details, Lu.mo.

• Could you provide any additional communication you had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or upload your screenshots directly to the thread.

I understand that you requested new withdrawals on April 8th, 10th, and 11th, and that there has been no progress since then. It may feel like the casino is delaying the process, especially after previously processing several withdrawals in a row. However, please provide any relevant communication or updates you have received from the casino regarding these requests so we can assess the situation further.

Thank you again for your cooperation.

Hello,

I have provided all email correspondence via email.

Best regards!

Hallo,

ich habe den gesamten Mailverkehr per Mail zur Verfügung gestellt.

Viele Grüße!

Dear Lu.mo

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 Samuel (samuel.s@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,

Petra

Dear Lu.mo,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Spinanga Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Spinanga Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear all,

Thank you for your patience.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Spinanga

Hello everyone,

Dear Spinanga Casino,

thank you for the update and for your cooperation.

Dear Lu.mo,

for now, please wait for the casino’s next update. As soon as there is any progress, we will review the situation and proceed accordingly.

Good day,

Three payments were approved and processed today. I will now request three more payments today, tomorrow, and the day after, and hope that these will be processed more quickly than before.

Best regards!

Guten Tag,

heute wurden drei Auszahlungen genehmigt und ausgezahlt. Ich werde nun heute, morgen und übermorgen drei weitere Auszahlungen beantragen und hoffe, dass diese dann schneller bearbeitet werden, als bisher.

Viele Grüße!

Dear all,

Thank you for the patience.

We kindly inform you that 1500 euro withdrawals successfully completed on 4.05.2026.Regarding the 500 euro pending will be proceeded soon.

Kind regards,

Spinanga

Good day,

I would like to inform you that only €1,000 has arrived. Even though payouts can take several days, this is unusual, as previous payouts have always arrived without delay.

Was a different payout method used?

Best regards

Guten Tag,

ich möchte darüber informieren, dass lediglich 1.000€ angekommen sind. Auch wenn die Auszahlung mehrere Tage dauern kann ist es doch ungewöhnlich, da die bisherigen Auszahlung immer ohne Verzögerungen ankamen.

Wurde eine andere Auszahlungsmethode verwendet?

Viele Grüße

Hello everyone,

Thank you for the updates.

Dear Lu.mo, thank you for confirming that only €1,000 has been received so far.

I have noted the casino’s statement that €1,500 withdrawals were successfully completed on 04.05.2026, with €500 still pending. Since there is a discrepancy between the reported completed payout and the amount received, I kindly ask Spinanga Casino to clarify what happened with the missing €500 and whether any changes were made to the payout method or processing route for this withdrawal.

I will now wait for your update. Thank you.

Dear all,

Thank you for contacting us.

We would like to confirm that the player on Month May he receive 2,500 eur , 3 withdrawals of 500 on May 4, and 2 withdrawals of 500 on May 5.Regarding the pending withdrawal of another 500 eur it will be proceeded soon.

Kind regards,

Spinanga

Good day,

I received a total of five confirmation emails stating that the withdrawal was complete. However, on May 4th, only two of the three withdrawals arrived. The last one arrived at 11:01 AM German time.

not working for me.

Therefore, I request another review.

Best regards

Guten Tag,

ich habe auch insgesamt fünf Bestätigungsmails erhalten, dass die Abhebung abgeschlossen sei. Allerdings sind am 04.05. nur zwei der drei Auszahlungen bei mir angekommen. Die letzte, um 11:01 Uhr deutscher Zeit kam

nicht bei mir an.

Daher bitte ich nochmal um Prüfung.

Viele Grüße

Hello Lu.mo,

I just wanted to check in regarding the missing €500 withdrawal and the remaining pending payment.

Has there been any progress since your last message? Please let me know whether you have received any additional funds or any further update from the casino in the meantime.

Good day,

These have now arrived.

Seven payments of €500 each were already made in May. Two more are still pending; I will apply for the third one shortly.

Best regards!

Guten Tag,

diese sind mittlerweile angekommen.

Im Mai wurden bereits 7x 500€ ausgezahlt. 2 Weitere stehen noch aus, die dritte werde ich gleich beantragen.

Viele Grüße!

Hello Lu.mo,

thank you for the update, and I’m glad to hear the previously missing withdrawals have now arrived.

At this stage, since the payments are continuing to be processed, I will keep the complaint open for now so we can continue monitoring whether the withdrawals are being handled consistently and in line with the applicable withdrawal limits over time.

Given the overall remaining balance, this will likely be a longer process, so for the moment I would recommend continuing with the current withdrawal pattern and trying to request the €500 withdrawals regularly/daily where possible, as this may help avoid unnecessary technical interruptions or delays in the withdrawal system.

Please continue keeping me updated regarding:

• whether the pending withdrawals arrive successfully,
• whether you are consistently able to request new withdrawals,
• and whether the casino continues processing them within the expected limits and timeframes.

I’ll continue monitoring the situation with you.