Spinanga Casino - La retirada del jugador se retrasa a pesar de haber sido aprobada.

requested a withdrawal from Spinanga Casino on 31/10/2025.

On 05/11/2025, I received an email from their KYC system requesting verification documents. I immediately uploaded my ID and proof of bank account ownership in PDF format. Their page states that KYC documents are verified within 24 hours, but it took more than a week, and they later requested a clearer copy of my ID. I complied immediately.

Since last Thursday, my withdrawal has been marked as "approved" in the casino dashboard, yet the funds have not been transferred to my bank account.

I have contacted live chat support multiple times, but they only give generic responses such as "your issue has been escalated" or "please wait," without giving any concrete information such as a payment reference, date of transfer, or confirmation from the finance department.

My account is fully verified, and there are no outstanding requirements. I am attaching the KYC email, verification confirmation, and withdrawal request screenshots as evidence.

I have had delays with them in the past, but this situation is now excessive and unacceptable. 

This is complaint is my last resort.

Thank you!

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 Effrosyni,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you have made successful withdrawals before?
• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hello Kristina,

• yes, I have - even before verification
• it looks like it was back in June and took a week
• Without a bonus

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Effrosyni,

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,

Kristina