Spinanga Casino - El retiro del jugador se ha retrasado.

Good evening,

I made a withdrawal request on November 23rd and to this day I still have not received the funds, even though their site states the process takes 3-5 working days. Customer service keeps replying in the same frustrating way, saying it depends on the financial department, which cannot be contacted.

I would like to file an official complaint against this site.

Thank you.

Buonasera,

ho effettuato richiesta di prelievo in data 23 Novembre e ad oggi ancora non ho ricevuto l’accredito delle somme dopo che sul loro sito si parla di 3-5 giorni lavorati. L’assistenza risponde sempre allo stesso snervante modo che dipende dal dipartimento finanziario con il quale non si può parlare

vorrei fare un reclamo ufficiale contro questo sito

Grazie

Dear vittorio89,

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,

Kristina

Good morning,

It's been 12 days now and I still haven't received the withdrawals processed and the funds in my account.

The profile is verified and does not require further checks as communicated both via chat and email.

We are out of their payment terms.

I'm waiting and I'm very discouraged

Buongiorno,

al momento sono passati 12 giorni ed ancora non ho ricevuto l'elaborazione dei prelievi ed i fondi sul conto.

Il profilo risulta verificato e non ha bisogno di ulteriori controlli come comunicato sia via chat che a mezzo mail.

Siamo fuori dai loro termini di pagamento.

Resto in attesa e sono molto sfiduciato

Thank you for your reply, vittorio89. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Thank you.

Good morning,

I made another withdrawal 2 months ago and it was processed within 3 days.

The withdrawals result in the status Processing.

My winnings are accumulated without bonuses.

Support keeps telling me I'm stuck in the finance department.

At this time, I have not received the funds and they are still processing. It has been 14 days.

Thank you

Buongiorno,

ho effettuato un altro prelievo 2 mesi fa e nel giro di 3 giorni è stato evaso.

I prelievi risultato con lo stato Elaborazione.

Le mie vincite sono accumulate senza bonus.

L'assistenza mi continua a dire che sono in coda al dipartimento finanziaro.

Al momento, ancora non ho ricevuto i fondi e risultano ancora in elaborazione. Sono passati 14 giorni.

Grazie

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear vittorio89,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.