Spinanga Casino - El jugador experimenta un retiro retrasado en Spinanga Casino.

I registered at Spinanga Casino a week ago, had already deposited approximately 100€ in total, and lost it. After some luck, I managed to win 140 euros and I requested a withdrawal... Up to that point, the casino itself, as it still does now, told me that I don't need to verify my identity. I've been waiting for three business days for them to process my withdrawal request and still nothing! The service on live chat keeps telling me exactly the same thing and they disconnect me... Other times they disconnect me before I even get to tell them my problem... I'm starting to get worried

Εγγράφτηκα στο spinanga casino εδώ και μια εβδομάδα, είχα ήδη καταθέσει περίπου στα 100€ συνολικά και τα είχα χάσει, μετά από αρκετή τύχη κατάφερα να κερδίσω 140 ευρώ και αιτήθηκα ανάληψη... Μέχρι τότε το ίδιο το καζίνο όπως και τώρα μου λέει ότι δεν χρειάζεται να κάνω ταυτοποιηση.. Περιμένω εδώ και τρεις εργάσιμες μέρες μα επεξεργαστούν το αίτημα ανάληψης μου και ακόμη τίποτα! Η εξυπηρέτηση στο live chat μου λέει ακριβώς πάντα το ίδιο πράγμα και με αποσυνδέουν... Άλλες φορές με αποσυνδέουν πριν καν τους πω το πρόβλημα μου... Έχω αρχίσει και ανησυχώ

Dear rafasxt98,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

They still haven't asked me for any identification or processed my withdrawal while it's been 5 business days

Ακόμα δεν μου έχουν ζητήσει κάποια ταυτοποίηση ούτε έχουν επεξεργαστεί την ανάληψη μου ενώ έχουν περάσει 5 εργάσιμες μέρες

I fully understand your frustration, rafasxt98. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

They still haven't processed my request, nor have they asked me for any identification and keep telling me that my request will be processed!

Ακόμα δεν έχουν επεξεργαστεί το αίτημα μου, ούτε μου έχουν ζητήσει κάποια ταυτοποίηση και συνεχώς μου λένε ότι το αίτημα μου θα επεξεργαστεί!

Thank you very much, rafasxt98, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear rafasxt98,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinanga Casino representative to join this conversation.

Dear Spinanga Casino,

Could you please clarify the situation for us?

Thank you in advance,

Mirka

I have requested two withdrawals of €40 and €100 9 working days ago. The terms state that the processing of withdrawals takes 1-3 business days at best. However every time I ask on live chat they tell me my withdrawals are in priority but they never process them. They keep apologizing for the delay or hanging up without any response!

Έχω αιτηθεί εδώ και 9 εργάσιμες ημέρες δύο αναλήψεις των 40€ και των 100€. Στους όρους αναφέρεται ότι η επεξεργασία των αναλήψεων διαρκεί 1-3 εργάσιμες στην καλύτερη των περιπτώσεων. Παρόλαυτα κάθε φορά που ρωτάω στο live chat, μου λένε ότι οι αναλήψεις μου βρίσκονται σε προτεραιότητα αλλά ποτέ δεν τις επεξεργάζονται. Μου ζητάνε διαρκώς συγγνώμη για την καθυστέρηση ή μου κλείνουν την συνομιλία χωρίς κάποια απάντηση!

Withdrawals completed! Thank you very much

Οι αναλήψεις ολοκληρώθηκαν! Ευχαριστώ πολύ

Dear rafasxt98,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

Casino.Guru