Spinanga Casino - El jugador cree que el reintegro se ha retrasado.

After the casino exceeded the deadline and ignored the very rules they created and insist customers follow.

The casino is not meeting the deadlines, and in addition, they already canceled my withdrawal once, causing further delays in receiving my winnings.

They claimed that the payment provider is having issues processing payments. However, when making deposits, everything works smoothly, and the funds are transferred to the casino's account within seconds. They offer instant deposits via Pix, but when it comes to withdrawals, there is no Pix payment method available.

They provide a withdrawal timeline of up to 5 days to receive the funds, despite the fact that there are casinos and payment providers that make immediate payments to the customer's account.

So it's a 5-day wait, but there was a cancellation on their part. A new withdrawal request was made, and this will take another 5 days, that is if the casino doesn't cancel my withdrawal again, leading to more than 10 days of delay. This is absurd!

When contacting the casino's support, the representatives provide canned responses, do not answer questions, and do not specify the reasons for the delay. They just blame the payment providers.

There should be a channel exclusively for lodging complaints with the payment providers. The relationship with the payment provider is the casino's responsibility, and customers should not be burdened with the casino's internal problems and financial partner issues. Hire a competent payment provider; there are many excellent options. The casino should not impose internal issues on the customers, who cannot take any action to resolve them. Take responsibility or close down the betting site. I'm not following the rules anyway.

Thank you.

Após o cassino ultrapassar o prazo e não seguir as próprias regras que eles mesmos criam e pregam aos clientes sigam. 

O cassino não está cumprindo com os prazos e além disso já cancelaram meu saque uma vez gerando mais atrasos para receber os ganhos.

Eles alegaram que o provedor de pagamento está tendo problemas para efetuar os pagamentos. Sendo que para realizar os depósitos funciona normalmente e cai na conta do cassino em segundos, eles oferecem depósitos por pix Instantâneo mais ao fazer o pedido do saque não existe o método de pagamento pix. 

Dão o prazo para saque de até 5 dias para receber os fundos sendo que existe cassinos e provedores de pagamentos que fazem os pagamentos imediatos para a conta do cliente.

Então são 5 dias o prazo mais houve um cancelamento por parte deles. Eai foi feito um novo pedido de saque e isso vai demorar mais 5 dias isso se o cassino não cancelar meu pedido de saque novamente, aí serão mais de 10 dias de atraso. Um absurdo!

Ao entrar em contato com o suporte do cassino os atendentes dão respostas prontas, não responde as dúvidas e não informam os motivos específicos da demora. Apenas colocam a culpa nos provedores de pagamento.

Teria que ter um canal só para abrir reclamação com os provedores de pagamento então. A relação com o provedor de pagamento é do cassino onde cliente não tem na haver com os problemas internos do cassino e seus parceiros financeiros. Contrate um provedor de pagamento que faça o serviço corretamente existe vários que são ótimos. O cassino não deve trazer problemas internos para o cliente que não pode fazer nenhuma ação para solucionar. Assumam a responsabilidade ou fechem a casa de aposta. Não estou seguindo com as regras mesmo.

Obrigado. 

Dear jjotapp,

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.

Hello, once again the casino has canceled my withdrawal claiming server problems again! Where the customer has nothing to do with these problems! And you as a platform that provides a great service and has a lot of respect and reliability in the industry and also as an intermediary between casino and customer, you would have to have a way to make the casinos comply with the rules as well, making them take responsibility and not direct the blame to third parties.

And also give a way to anticipate the answers to the user who asked for help!

Thank you. Looking forward to hearing from you!

Olá, mais uma vez o cassino cancelou meu saque alegando novamente problemas com o servidor! Onde o cliente não tem nada haver com esses problemas! E vocês como uma plataforma que prestam um ótimo serviço e tem muito respeito e confiabilidade no ramo e também como uma intermediário entre cassino e cliente, teriam que ter uma forma de fazer com que os cassinos cumpram com as regras também, fazendo-o os assumirem responsabilidades e não direcionar a culpa para terceiros.

E também dar um jeito de antecipar a respostas para o usuário que pediu ajuda!

Obrigado. Aguardo retorno!

Dear jjotapp,

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.

Hello,

I still haven't received my payment! They gave me the deadline for the 2nd.

Olá,

Ainda não recebi meu pagamento! Deram o prazo para o dia 02.

Thethere to all interested,

I'm desperately asking you again to solve my situation, because once again the casino canceled my withdrawal without any justification, I entered the chat again but they didn't tell me the reasons and put the blame on the payment provider, I no longer know what to do or who to ask for help except you.

I had to make a new withdrawal request!

Thank you very much for your attention.

Olá a todos interessados, 

Venho novamente pedir desesperadamente que resolvam minha situação, pois novamente o cassino cancelou meu saque sem justificativa nenhuma, entrei de novo no chat mais não me informar os motivos e colocam a culpa no provedor de pagamento, eu já não sei mais o que fazer ou a quem pedir ajuda a não ser vocês.

Tive que fazer um novo pedido de saque!

Muito obrigado pela atenção.

Hello,

I just sent you a message here, but again the withdrawal request I made today was canceled minutes later by the casino. It is not possible that there are no consequences for the casino.

I'm waiting for an urgent reply.

Olá,

Acabei de enviar mensagem aqui para vocês.Mais novamente o pedido de saque feito hoje foi cancelado minutos depois pelo cassino. Não é possível que não haja consequências para cassino.

Aguardo retorno urgente.

Thank you jjotapp for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you jjotapp for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinanga Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Dear all ,

Kindly be informed that withdrawal request was canceled by the payment provider. In order to avoid this issue we want to make a manual withdrawal for the customer .

We would kindly ask him to send us on email the following details :

- e-wallet screenshot with his details for either Skrill or Pay4fun.

Best Regards

Spinanga Team

Stop blaming the payment provider!

Was it the customer or the casino who hired the payment provider?

Then take it up with them! The problem is with you, not the customer!

What nonsense!

I've already sent you a printout of my pay4fun account, but apparently it's not working to withdraw my money either!

I'm already desperate, tired and my mental health is being affected because you're looking like fraudsters! This is a crime! It's theft!

STOP REPEATING THE SAME THING TO THE CUSTOMER!

Parem de culpar o provedor de pagamento!

Quem contratou o serviço de provedor de pagamento foi o cliente ou o cassino?

Então se virem com eles! Problema está aí com vocês e não com o cliente!

Que absurdo!

Já enviei o print da ckinha conta pay4fun, mais pelo visto também não está servindo para sacar meu dinheiro!

Já estou desesperado, cansado afetando minha saúde mental porque vocês estão parecendo estelionatarios! Isso é crime! É roubo!

PAREM DE REPETIR A MESMA COISA PARA O CLIENTE!

Dear Spinanga Casino representative, is there anything else that can be done in this situation to help the player withdraw their funds? Thank you in advance

Dear Jjotapp ,

In order for us to make a manual withdrawal for you please confirm in full the and send us on email the following information:

- Pay4fun Full name,

- Email address

- Account ID

Best Regards

Spinanga Team

Casino Guru,

When the customer asks a question to the casino or has a doubt about something, the casino should answer.

Take responsibility, and not blame the provider since the 18th trying to withdraw my money and every time comes an excuse I've tried several forms of payment and none works for the casino.

They asked me for a printout of my pay4fun account and I had to register with this institution just to see if I would still receive my money there. But that wasn't enough, the prints want my soul so I can withdraw my money now! That's crazy.

Casino Spinanga is NOT following its own rules and deadlines and they respond as if it were normal to cancel withdrawals, and they are not punished or penalized.

Spinanga Casino should not have a license to operate, the attendants mistreat the customers!

They are negligent and you from Guru as intermediaries should do something about it.

I've already been sent all the information the casino needs to make my payment into my account! My hands are tied and I'm desperate to receive my payment and this situation is affecting my mental health.

PLEASE DO SOMETHING ABOUT IT!

Thank you for reading.

Casino Guru,

Quando o cliente faz uma pergunta para o cassino ou tem alguma dúvida de alguma questão, o cassino teria que responder.

Assumir responsabilidades, e não ficar culpando o provedor desde do dia 18 tentando sacar meu dinheiro e toda hora vem uma desculpa já tentei diversas formas de pagamento e nenhuma serve para o cassino.

Me pediram o print da conta pay4fun tive que fazer um cadastro nesta instituição só para ver se depois ainda vou receber meu dinheiro por lá. Mais aí não foi o suficiente os prints querem a minha alma para poder sacar meu dinheiro agora! Que loucura isso.

O cassino Spinanga NÃO está seguindo com as próprias regras e prazo e eles respondem como se fosse normal cancelamento de saques, e não são punidos ou penalizados .

Cassino Spinanga não deveria ter licença para funcionamento os atendentes destratam os clientes!

São negligentes e vocês da Guru como intermediadores deveria fazer algo a respeito.

Já foi enviado todas as informações que o cassino precisa para realizar meu pagamento em minha conta! Estou de mãos atadas e desesperado para receber além de afetar a saúde mental essa situação.

FAÇAM ALGO A RESPEITO!

Obrigado pela leitura.

Hello,

Can anyone help me solve this problem?

Because it's hard to get concrete answers with solutions or direction.

Still waiting!

Olá,

Tem alguém aí que me ajude a resolver este problema?

Porque tá difícil receber respostas concretas com soluções ou um direcionamento.

Aguardando ainda!

Thank you for the update.

Dear Spinanga Casino representative, as the player is unable to withdraw the winnings with the option you provided are there any other ways this could be done manually? Thank you in advance!

Casino Guru,

The casino has already tried to withdraw manually and it still didn't work, as I mentioned, there have been several solutions, 5 cancellations by the casino!

So I need another solution!!!

Casino Guru,

Já foram feita a tentativa de saque manualmente por parte do cassino e mesmo assim não funcionou, como já mencionei já foram feitas diversas soluções, já foram 5 cancelamento por parte do cassino!

Então já passou dessa faze preciso de outra solução!!!

Guru Team,

Once again the Spinanga casino hasn't paid me!!! I think they're going to scam me! It's not possible, I've been trying to get paid for a month. They don't give a position, they don't answer my questions in the chat, they keep closing the chat without finishing the conversation!

Equipe Guru,

Mais uma vez o cassino Spinanga não me pagou!!! Estou achando que eles vão me dar um golpe! Não é possível vai fazer 1 mês tentando receber. Eles não dão uma posição, não respondem minhas perguntas no chat fica encerrando o chat sem finalizar a conversa!

Dear all,

After much difficulty in finding a solution. The casino just made my withdrawal and it landed in my account successfully! Thank you for your patience!

I believe that some things should be analyzed to improve, so that this does not happen. As for the casino, unfortunately my experience was not good, it needs to be improved a lot! The interface is good, so is the gameplay, but the support team is awful!

Thank you.

Caros,

Após muita dificuldade para solução. O cassino acabou de fazer o meu saque e caiu na minha conta com sucesso! Agradeço a paciência da equipe Guru casino!

Acredito que algumas coisas deveriam ser analisadas para melhorar, para que isso não ocorra. Já referente ao cassino infelizmente minha experiência não foi nada boa, tem que melhor muito! A interface é boa jogabilidade também mais a equipe de suporte horrível!

Obrigado.

Dear Jjotapp ,

We are happy to inform you that your withdrawal has been processed and paid on our side and we are happy to hear that had received it as well .

Best Regards

Spinanga Team

Dear jjotapp,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter