Spinanga Casino - El jugador experimentó un retraso con su solicitud de retiro.

It's outrageous how the support continuously puts me off. I requested a withdrawal 4 days ago.

Even now, my withdrawal is still being processed. It seems as though they're trying to deceive players so they don't have to pay out.

They don't stick to their own Terms and Conditions which clearly state that after 3 days the money is in the player's account. It's quite odd that other casinos manage to pay out within minutes, while they take 3 days. That's not player-friendly at all.

Unverschämt man wird andauernd vom Support vertröstet ich habe vor 4 Tagen die Auszahlung beantragt.

nach wie vor steht meine Auszahlung auf Bearbeitung es erweckt den Eindruck den Spieler zu täuschen damit die ja nichts auszahlen müssen.

halten sich nicht an ihre eigenen AGBs da steht ganz klar drin nach 3 Tagen ist das Geld beim Spieler auf dem Konto. Es ist schon sehr merkwürdig das andere Casinos innerhalb von teilweise Minuten auszahlen und die sich 3 Tage Zeit lassen das ist nicht spielerfteundlich

Dear mm181726,

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

Dear mm181726,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Oh now it is claimed that I played with bonus money, but the winnings were after a new deposit and there were still 0.04 cents on the bonus hero's discount

Ach jetzt wird behauptet ich habe mit Bonus Geld gespielt dabei war der Gewinn nach einer erneuten Einzahlung und vom bonusheld waren noch 0,04cent auf dem Skonto

Hi mm181726,

Could you please request and forward your game history to petronela.k@casino.guru?

Thank you.

I have already requested the game history 5 times but they simply do not create it

Den Spielverlauf habe ich jetzt schon 5 mal angemahnt aber die erstellen ihn einfach nicht

Thank you very much, mm181726, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

That's very nice, thank you very much

Das ist sehr nett vielen Dank

Hi mm181726,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Spinanga Casino to the conversation to participate in the resolution of this complaint.

Dear Customer,

Thank you for reaching out.

We would like to inform you that your withdrawal request for 800 EUR was processed from our side on 25.04.2024.

Best regards,

Customer Support

Dear mm181726,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Everything is fine

Passt alles erledigt

Dear mm181726,

I'm glad to hear that your withdrawal was processed 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,

Peter