Spininio Casino - El jugador aún no ha recibido las ganancias.

Last Sunday, March 15th, I withdrew €1550 via SEPA (bank transfer). Immediately afterward, I was asked to verify my account with my ID and a selfie, which I did without any problem. The problem arose when they started requesting a series of documents to verify my bank account and address, which I provided without issue. They then continued requesting documentation for the card I used to make the deposit, a card I had to cancel before the withdrawal (March 15th) due to loss. The thing is, I've complained via email to their support team. I told them I can no longer use that card because it's been cancelled, and I've gone to great lengths to send them a document proving that the cancelled card is mine, but they haven't responded. I'm fed up with casinos that scam people and gamble with the money we earn through hard work. It's all well and good that they let us deposit, but then they give us problems withdrawing. In my case, for example, those 1550 euros I'm fighting over ARE MINE AND BELONG TO ME. I just want them credited to my bank account, and please make sure the casino's support team looks into this. Thank you.

El pasado domingo 15 de marzo, retiré la cantidad de 1550 euros por SEPA (transferencia bancaria). Acto seguido me pidieron que verificase mi cuenta con mi documento de identidad más un selfie de mi cara, y lo hice sin ningún problema. El problema viene cuando me empiezan a pedir una serie de documentos para verificar mi cuenta del banco y mi domicilio cuya documentación le entregó sin problema, y me siguen pidiendo documentación sobre la tarjeta que use para depositar, cuya tarjeta tuve que anular antes del retiro (15 de marzo) por extravío. La cosa está en que me he quejado por el correo de soporte, les he dicho que esa tarjeta ya no la puedo utilizar por qué está anulada y he movido tierra y agua para enviarles un documento donde verifique que esa tarjeta anulada es mía, y no me contestan, estoy harto de que hayan casinos que estafen y jueguen con el dinero que nosotros jugamos y ganamos trabajando, por qué es muy bonito que nos dejen depositar, pero luego retirar nos dan problemas, cuando en mi caso por ejemplo esos 1550 euros que estoy peleando SON MÍOS Y ME CORRESPONDEN A MI. Y solamente quiero que se me abonen a mi cuenta bancaria, y por favor hacer que esto lo vea el soporte correspondiente del casino, gracias.

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Dear edgaroto,

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

No, the thing is, I'm being scammed out of those 1550 euros and I'd like you to do something to fix it.

No, la cosa está en que me están estafando esos 1550 euros y me gustaría que hicieseis algo por remediarlo

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

Dear edgaroto,

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.

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Best regards,

Karla