Spinational Casino - La retirada del jugador se ha retrasado.

Hello,

I have €2,000 in my Spinational account and would like to withdraw it. Unfortunately, when I try, it tells me that withdrawals are restricted. I can't initiate any withdrawal at all. Support has been putting me off for eight days. They say a specialist department is looking into it. That seems unlikely. I haven't been asked for any documents yet. Please help.

hallo,

ich habe 2.000 Euro auf meinem Konto bei Spinational und möchte nun abheben. Leider zeigt es mir beim Versuch an, dass Abhebungen eingeschränkt sind. Ich kann gar keine Abhebung starten. Der Support vertröstet mich seit 8 Tagen. Eine Fachabteilung würde das Anliegen prüfen. Das erscheint Unglaubwürdig. Ich wurde noch nicht nach Dokumenten gefragt. Bitte um Hilfe.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Am I correct in understanding that you are unable to request a withdrawal using any of the available payment methods in your casino account? Please send me a screenshot of the error message you receive when attempting to withdraw your winnings.
• What types of games did you play?
• Have you made sure that all wagering requirements were completed before attempting to withdraw your balance?
• Did you accumulate your winnings with or without using a bonus?

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

Veronika

Hello,

Here are my answers:

Have you ever successfully made withdrawals from this casino?

No, never.

Did I understand correctly that you cannot request a withdrawal using any of the payment methods available in your casino account?

Correctly!

Please send me a screenshot of the error message that appears when you try to withdraw your winnings.

See screenshot

Which games did you play?

only sports betting

Did you ensure that all wagering requirements were met before attempting to withdraw your funds?

There were no wagering requirements. I didn't use any bonus.

Did you achieve your winnings with or without a bonus?

Without. Thank you for your help.

Hallo,

hier meine Antworten:

Haben Sie schon einmal erfolgreich Auszahlungen von diesem Casino vorgenommen?

Nein, noch nie.

Habe ich das richtig verstanden, dass Sie mit keiner der in Ihrem Casino-Konto verfügbaren Zahlungsmethoden eine Auszahlung beantragen können?

Korrekt!

Bitte senden Sie mir einen Screenshot der Fehlermeldung, die beim Versuch, Ihre Gewinne abzuheben, angezeigt wird.

Siehe Screenshot

Welche Spiele habt ihr gespielt?

nur Sportwetten

Haben Sie sichergestellt, dass alle Umsatzbedingungen erfüllt wurden, bevor Sie versucht haben, Ihr Guthaben abzuheben?

Es gab keine Umsatzbedingungen. Ich habe keinen Bonus genutzt.

Haben Sie Ihre Gewinne mit oder ohne Bonus erzielt?

Ohne. Danke für ihre Hilfe

I have reviewed the Terms and Conditions, and this is what I found:

6.8 Minimum funds rollover before a withdrawal is x1 (one). If the wager of the funds (the amount of placed bets) is less than the deposit amount, we reserve the right to cancel all winnings and keep the commission of 10% (ten percent) (but not less than 0.5 EUR (fifty cents) of the amount of the last deposit as payment expenses, and the 15% (fifteen percent) commission if your account balance has been charged with a bank card or bank transfer.

Wagering your deposit at least once, even without an active bonus, is a standard AML requirement at many online casinos. Could you please confirm whether you wagered your deposit at least one time before requesting a withdrawal?

Have you managed to contact the casino successfully in the meantime?

Please forward all communication between you and the casino customer support regarding the issues with processing your payment to veronika.f@casino.guru.

Thank you in advance for your cooperation.

Hello,

I have already wagered my deposit several times. I was able to request a withdrawal, but it was cancelled. No reason was given.

I will forward the communication to their email address.

Hallo,

ich habe meine Einzahlung bereits mehrfach umgesetzt. Inzwischen konnte ich eine Auszahlung beantragen, aber sie wurde storniert. Eine Begründung gab es nicht.

Ich leite die Kommunikation an die Email von ihnen weiter.

Thank you for your emails. Have you contacted customer support after your withdrawal request was cancelled? Have you been requested to verify your account in the meantime?

Hello rbbvb89,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru