Spinanga Casino - El jugador enfrenta límites de retiro y desafíos de verificación.

Hello, I have concerns regarding this casino because it appears to be a scam. I've won 1500 euros, but their withdrawals are limited to 500 euros every 24 hours over a three-day business period. When I initiated the three withdrawals totaling 1500 euros, they asked me to verify my account, which was already verified. Despite this, they required me to submit all sorts of documents that other casinos don't require, like utility bills or deeply private documents. Even then, they rejected every type of document I submitted and kept stalling, buying more time while hoping I would get frustrated and give up. Moreover, the online assistants were being dishonest. One said my deposit would be processed without issue the next day and the usual promise was made that it would be passed onto the finance department. I'm beginning to suspect that this casino is a scam and I need help in this matter. I urge for measures to be taken and for my rightfully won money to be credited.

Hola buenas este casino me suena a estafa por qué e ganado 1500 euros y sus retiros son de 500 euros cada 24 h con 3 días hábiles en el momento que hice los 3 retiros con totalidad de 1500 me manda verificar la cuenta la cual estába verificada.Aun a si le mando todo tipo de documentos que en otros casinos no hacen falta como facturas de la luz o documentos muy privados aún a si me rechazan todo tipo y me dan largas para alargar más la situación y que me canse por lo que se ve.Despues los asistente es en línea todo mentira uno que me ingresan al día siguiente sin problema y lo de siempre que pasaran al el servicio financiero.Me suena a que este casino es una estafa por lo cual necesito ayuda y que se tomen medidas y que abonen mi dinero el cual he ganado.

Dear adrianeec,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Spinanga Casino.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. Please keep in mind that casinos are also eligible for additional verification checks if necessary.

Could you please specify which additional documents the casino requested from you? Which of your identity documents were already verified before?

Has the casino approved the additional documents you provided them with? When exactly did you send the requested documents?

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

The pending documents are these

In the first section I sent all kinds of things from the register of where I live, I received invoices, images of my account that I am the owner of all kinds of documents

And in section 2, all the transactions in my account from February to today, a PDF statement with everything.

I sent it several days in a row and all kinds of documents are not valid because he tells me again that I have to send them, in no casino did they ask me for such a need for data and no one from the casino gives me a solution, as you already see, all contradictory messages from him customer service. I think it's a scam but there is no way to contact the casino

Los documentos pendientes son estos

en el primer apartado de le enviado de todo tipo desde padrón de donde vivo ,recibí de facturas ,imágenes de mi cuenta de que soy el titular de todo tipo de documentos

Y en el 2 apartado todas las transacciones de mi cuenta desde febrero hasta a día de hoy un extracto en PDF con todo.

Lo envié varios días seguidos y todo tipo de documentos todos no valen por que me vuelve a poner que tengo que mandarlos , en ningún casino me pidieron tata necesidad de datos y nadie del casino me da solución como ya ves todo mensajes contradictorios por parte de el servicio de atención al cliente.Creo que es una estafa pero es que no hay manera de ponerse en contacto con el casino

I previously sent my ID and sent photos of my face to know that it is me and photos of my card and account in my name. I think that would be enough. I have played in other casinos and they have not asked me for those documents that they ask for and I am suspicious. Even if I sent them to them and there is no way...it is frustrating to be honest.

Yo anteriormente mandé ya mi DNI y mandado fotos de mi cara para saber que soy yo y fotos de mi tarjeta y cuenta a mi nombre yo creo que con eso bastaría he jugado en otros casinos y no me han pedido esos documentos que piden ellos e sospechoso.Aun a si se los envié y no hay manera ….es frustrante la verdad

One question, can you contact the casino?

Una pregunta vosotros podéis poneros en contacto con el casino ?

Hello, good morning, I still attach proof that you are not complying with your rules. I keep sending data of all kinds and documents and they do not accept them. That any other casino had already paid the money, they have my ID, my face photos, pfd of account cards and names. complete housing register, receipts for expenses and transactions, but nothing is worth it to them. Since the electricity costs, as requested, are in my wife's name and the house is in her name, it shouldn't be a problem, but I am attaching evidence that they say that now it's not necessary... The truth is that when I made the withdrawals I had the VERIFIED account and from one moment to the next it no longer... I attach screenshots of the conversations with the casino which says that it is going to pay me this week which I do not believe

Thank you for listening to me and I hope you can contact the casino and recover what is mine

all the best

Hola buenos días sigo adjuntados pruebas de que no están cumpliendo con sus normas yo sigo mandando datos de todo tipo y documentos y no los aceptan.Que cualquier otro casino ya abría pagado el dinero tienen mi DNI mis fotos de cara pfd de cuenta tarjetas y nombres completos padrón de vivienda recibos de gastos y transacciones pero nada les vale.Ya que yo los gastos de luz como piden están a nombre de mi mujer y la vivienda está a su nombre que no tendría que ser problema igual pero adjunto pruebas de que dicen que ahora no hace falta …. La verdad que cuando efectúe los retiros tenía la cuenta VERIFICADA y en de un momento a otro ya no … adjunto pantallazos de las conversaciones con el casino el cual dice que me va a pagar esta semana el cual no creo

gracias por escucharme y ojala os podáis poner en con tacto con el casino y poder recuperar lo que es mío

un saludo

Hello, I would like to see if with those tests that say that they will make payments to me, this will be fixed once and for all, the truth is.

Hola buenas me gustaría a ver si con esas pruebas que dicen que me van hacer los pagos se arregle esto de una vez la verdad

Thank you for keeping me updated. Have all your documents now been verified? Could you please specify what the current status of your withdrawal request is? Do you still see it as pending, or has it been approved by the casino?

Hello, the withdrawals continue without being made and they do not verify my account. I have been sending data for more than a week and they cancel me all the time so as not to verify my account. When I have sent all types of data when in other casinos they do not ask for anything, only ID and the account in which the deposits are made, which is normal, they should deposit the withdrawals where I made the deposits and that's it. I don't know if you can contact them, why don't they respond to the emails, they don't facilitate anything, on the contrary, the live chats are bots with contradictory answers that I have already sent screenshots that tell me that they would log me in without the verified account I think this is a theft

Buenas siguen los retiros sin efectuarse y no me verifican la cuenta llevo más de una semana mandando datos y me cancelan todo el rato para no verificarme la cuenta.Cuando he mandando de todo tipo de datos cuando en otros casinos no piden nada solo DNI y la cuenta en la cual se hacen los depósitos que es lo normal deberían ingresarle los retiros donde hice los depósitos y ya está no sé si os podéis poner en contacto con ellos por qué no responden a los correos no facilitan nada al contrario los chats en vivo son bots con respuestas contradictorias que ya he mandando capturas que me dicen que me ingresarían sin la cuenta verificada creo que esto es un robo

My withdrawals are still pending, they have been made but pending, I have not canceled them at any time since the 19th

Mis retiros siguen pendientes están efectuados pero pendientes no los he cancelado en ningún momento desde el día 19

Could you please send me a screenshot of your transaction history? Has the status of your withdrawal requests changed in the last days, since the casino advised you to write them on Monday if you fail to receive your winnings?

Since Friday I sent the documents again and Mallores sent me the selfie photo again. They have been pending since Friday and the withdrawals have not yet been accepted. They are still pending. Wait, I can send you all kinds of evidence to an email that won't let me here. send is blocked when sending a response but everything is pending

Desde el viernes mandé otra vez los documentos y a Mallores me mandaron otra vez la foto de selfie están en pendientes desde el viernes y aún no se aceptaron los retiros siguen pendientes es espera os puedo mandar todo tipo de pruebas a un correo que aquí no me deja mandar se bloquea al enviar respuesta pero está todo pendiente

Now the verification has been stopped since Friday with the 3 sections of address, transaction history and the selfie photo that they asked me for again, but if you want, send me an email and I will send you all the evidence that I sent and capture all types of documentation

thank you Veronika

Ahora es eso lleva parada la verificación desde el viernes con los 3 apartados domicilio , historial de transacciones y la foto selfie que me la volvieron a pedir pero si quieres apórtame un correo y te mando todas las pruebas que mandé y capturas todo tipo de documentación

gracias Veronika

I am attaching information that I have made deposits and pending withdrawals with my account, even if I have sent them my entire checking account history, a PDF extract of all my movements from February to March, even though I am going to send you send, I think it arrives and it is assumed that I am the owner.

Adjunto datos de que he echo depósitos y los retiros pendientes con mi cuenta yo aún a si a ellos le he mandando mis historial entero de la cuenta corriente un extracto en PDF de todos mis movimientos desde febrero hasta marzo aún que con los que te voy a mandar creo que llega y es asumible que soy yo el titular.

If you want, I will send you more documents to be able to solve this, why do some of them have to be by mail, which is not available on the website?

si quieres te mando más documentos para poder solucionar esto por qué algunos tienen que ser por correo que no los da cargado la web

Hello, I have continued talking to them and I have not sent any screenshots, why I think we should take action, this is a fraud and I am even afraid of sending my information, it is always the same, they do not pay the withdrawals, they do not send emails helping or congratulating the withdrawals, it is a shame. I would like you to help me and settle this

thank you

buenas he seguido hablando con ellos y nada envío capturas por qué yo creo que habría que tomar medidas es un fraude esto y me da hasta miedo mandar mis datos es siempre lo mismo no pagan los retiros no mandan correos ayudando o felicitando los retiros es una vergüenza me gustaría que me ayudarais y zanjar esto

gracias

Thank you very much, adrianeec, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Ok thanks I will send you an email explaining

Ok gracias le mandaré un correo explicándole

I'm sorry for being so persistent but they don't give me any solution. I sent you the bank statement details and a selfie photo from my terminal. It's impossible for them to reject that when only those two details were already verified and they cancel them every day without a solution. Could they come internally to talk to the casino and help me solve

thank you so much

Lo siento por se tan ensistente pero no me dan solución ninguna le mando los datos de extracto bancario bien y una foto selfie desde mi terminal que es imposible que rechacen eso cuando ya estaba verificado solo esos dos datos y me los cancelan todos los días sin solución podrían llegar internamente hablar con el casino y ayudarme a solucionar

muchas gracias

I have sent an email to your colleague but I have not received a response. It has been more than a month and I need you to talk to the casino, thank you.

Le he mandando un correo a tu compańero pero no tuve respuesta es que llevo más de 1 mes necesito que si podéis hablar con el casino gracias

Hello, adrianeec,

I am sorry to hear about your trouble, and I am sorry for the delay. I received your email with screenshots, and thank you for the update. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Spinanga Casino team,

Could you please explain the player's situation in more detail? What should the player do to complete the verification and/or withdraw his winnings?

If it suits you better, you can write or share the details to my email (branislav.b@casino.guru).

Hello, I am already verified and yesterday the 14th I received the first withdrawal from April 19. I still have two pending withdrawals from April 20 and 21, I would like them to be as soon as possible since I have been almost waiting for 1 month for the withdrawals and they are neither canceled nor anything made while waiting for the casino to make them.

thank you

Hola ya estoy verificado y ayer día 14 recibí el primer retiro de el 19 de abril.Me quedan aún dos retiros pendientes de el 20 de abril y 21 me gustaría que estuvieran en la mallor brevedad ya que llevo 1 mes casi a la espera de los retiros y no están ni cancelados ni nada están efectuado a la espera de que el casino los haga.

gracias

What's more, I asked them why the delay in withdrawals is so long and they told me that they would be there no later than this week, I would like it to happen given the wait.

thank you

es más le he preguntado por qué es mucho el retraso de los retiros y me han comentado que más tardar esta semana estarían me gustaría que fuese a si dado la espera.

gracias

2 withdrawals made but my 3rd withdrawal on April 21st has been canceled and has been sent to my account. I have withdrawn it again. It is noted that it is from April 21st, not today's date. I hope everything is solved with this last withdrawal and everything is over, thank you

2 retiron efectuado pero mi 3 retiro de el día 21 de abril se ah cancelado y se ah mandando a mi cuenta lo he vuelto a poner a retirar queda en constancia que es de el 21 de abril no de fecha de hoy . Espero que todo se solucione con este último retiro y todo se acabe gracias

Thank you for the update, adrianeec. It looks like things have moved on and it is already on the right track.

I left the timer set up for the casino. It could help us if someone from the casino could at least confirm the new withdrawal will be processed or the approximate estimated time frame for processing it.

I sincerely believe it is a matter of time until the remaining funds are credited to your payment method. However, I would like to wait for your confirmation about the successful withdrawal of all the disputed funds. It may take some time.

I note that it is the casino's error because the withdrawal is from April 21st, not that day today.

I hope that as soon as possible it becomes effective and ends, thank you

Dejo en constancia que es error de el casino por que el retiro es de el 21 de abril no de dicho día de hoy

espero que cuanto antes se haga efectivo y se acabe gracias

Alright, but your verification was done just recently, and the first 2 withdrawals were processed relatively shortly after. There is a new withdrawal, and the withdrawal process has started, so it may take some time until the funds reach your account. Please stay patient and positive, and let us know once you receive the payment.

Yes, but the withdrawal is from April 21st, not today, that's why I say so you know

Si pero el retiro es de el 21 de abril no de hoy por eso digo para que se sepa

All the withdrawals have arrived, thank you for all the help gurucasinos and the employees who helped me, this site is highly recommended, thank you

Todos los retiros han llegado gracias por toda la ayuda gurucasinos y a los empleados que me ayudaron muy recomendable este sitio gracias

The complaint is resolved 😊

Queda resuelta la queja 😊

Great news, adrianeec!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru