Spinarium Casino - El jugador afirma que el pago se ha retrasado.

This casino does not have an online advisor, neither by whatsapp nor telegram, I made a deposit, played, made profits, understanding that at the first withdrawal they will probably ask me to bet a large amount, so every time I tried to withdraw it threw me a message that I should continue playing, I did it even exceeding the vip level 1, which is a lot of money bet but I still got the error when withdrawing, I contacted them via email and they told me that I still have to bet 15 USD, finally my profits were reduced but I still completed a bet on the amount they indicated, now fulfilling the required that they indicate, the error appears again indicating that I must play more, I contacted them and they told me that there was an issue with the requests but that this last one was processed correctly, to which, I check deadlines and they tell me between 30 minutes to 24 hours, it seemed logical to me, but when the 24 hours are exceeded I contact them again and there they ask me for proof of MY deposit to the casino, which is strange since that without money I couldn't have played, that was just my complaint and to date I have had no information, the balance is still available in my casino account, that is, they have not withdrawn or generated transactions and complaints began to appear on social media that this casino was not paying.

I am attaching my contact history and bank transactions, which I sent to them anyway even though they didn't ask for it.

Este casino o tiene un asesor en linea ni por whatsapp ni telegram, hice un deposito, jugué, obtuve ganancias, entendiendo que al primer retiro probablemente me pidan apostar un monto de suma importante por lo que cada vez que intentaba retirar me arrojaba un mensaje de que debía seguir jugando, lo hice superando incluso el nivel vip 1, que es mucho dinero apostado pero aún me aparecía el error al retirar, me contacto vía mail y me indican que aún debo apostar 15 USD, finalmente mis ganancias se vieron mermadas pero igual completé una apuesta sobre el monto que me indicaban, ahora cumpliendo el requerido que indican nuevamente aparece el error indicando que debo jugar más, me contacto y me indican que hubo un tema con las solicitudes pero que esta última se procesó correctamente, a lo cual, consulto plazos y me indican entre 30 minutos a 24 horas, me pareció lógico, pero cuando ya se superan las 24 horas vuelvo a contactar y ahí me piden igual comprobante de MI deposito al casino, lo cual es raro puesto que sin dinero no podría haber jugado, eso recién fue por mi reclamo y a la fecha no he tenido información, el saldo sigue disponible en mi cuenta del casino, o sea no han retirado ni generado movimientos y en rrss comenzaron a aparecer quejas de que este casino no pagaba.

Adjunto historial de contactos y mis movimientos bancarios que envié de todas formas a ellos aun cuando no lo pidieron

Dear lorenabeami,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear All:

The complaint was filed after the deadlines indicated to me by the casino via email were not met. After that, I have not received any information about how long it will take other than through this platform.

Estimados:

la queja fue ingresada luego de que no se cumplieran los plazos que me indicaron desde el casino vía mail, luego de eso no he tenido información del tiempo que demorará mas que por esta plataforma.

I checked the status of my deposit and now they tell me that I should try another bank, but to my surprise, the method with real money was withdrawn after canceling my pending withdrawal, they modified it to bitcoin unilaterally, it is different that they indicate it at the time of registering and playing, but they do it once you deposit, win and try to withdraw to cancel that withdrawal and then modify the withdrawal method to one in which I cannot even do it, and it is not just me, I read more about this practice, the idea is to not be able to withdraw so they can continue with the funds

Consulté sobre el estado de mi deposito y ahora me dicen que debo probar con otro banco, pero para mi sorpresa, el método con dinero real fue retirado después de anular mi retiro pendiente, lo modifican a bitcoin unilateralmente, distinto es que lo indiquen al momento de registrarse y jugar, pero lo hacen una vez uno deposita, gana e intenta retirar para anular ese retiro y luego modificar la forma de retiro a una en la que ni siquiera puedo hacerlo, y no soy solo yo, leí más sobre esta practica, la idea es no poder retirar para seguir ellos con los fondos

Dear lorenabeami,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

From what the casino tells me, it is not going to happen, they unilaterally changed the payment method to one that I never indicated I had, which is cryptocurrency, they say they have indicated that the bank I selected rejected the payment, but they are not telling me to try another bank, which is what I can do to obtain the withdrawal, they directly removed that option and added methods that I do not have, that is, I lost the money because I cannot withdraw it, the funny thing is that a friend won a smaller amount and requested the withdrawal by transfer and he could, what I think is that they manage the options according to the user [I also read a similar case on this page] to deny the withdrawal.

The transfer option is still operational for deposits. It is not a problem with the provider, although they indicate that if there is no legal way to apply pressure, I should consider the money lost.

Por lo que me indica el casino no va a ocurrir, cambiaron unilateralmente el medio de pago a uno que nunca indiqué tener que es cryptomedas, dicen haber indicado que el banco que seleccioné rechazó el pago, pero no me están diciendo que intente con otro banco que es lo que puedo realizar para obtener el retiro, ellos directamente sacaron esa opción y sumaron formas que no tengo, o sea perdí el dinero por que no lo puedo retirar, lo gracioso es que un amigo ganó una suma menor y pidió el retiro con transferencia y si pudo, lo que creo es que manejan las opciones según usuario [también leí un caso similar en esta página] para negar el retiro.

La opción de transferencia sigue operativa para depósito, no es un problema con el proveedor aunque ellos indican que si, como no existe una manera legal de presionar debo dar por perdido el dinero

Dear lorenabeami,

Thank you for your message.

Please note that the casino reserves the right to change its payment providers at any time, and in some cases, these changes may be outside of their direct control.

Players are required to request withdrawals using the currently available methods.

If you have any further questions or concerns, please don't hesitate to reach out.

Kind regards,

Nick

Dear lorenabeami,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.