Spinanga Casino - El retiro del jugador se retrasa debido a la revisión de la cuenta.

Hello everyone, please, I am desperate and don't know what to do anymore. I placed a rather high bet on this site and ended up winning 10,500.00. I made three withdrawal requests on the 9th, 10th, and 11th of October. However, to this day, my account has been under review since the 22nd of October, I believe to verify the documents. I am desperate as the chat keeps telling me the same thing repeatedly, and now I fear that my money will never arrive.

Buongiorno a tutti, per favore sono disperato non so più cosa fare, ho scommesso una somma alquanto alta su questo sito e sono arrivato a vincere 10.500,00. Ho effettuato tre richieste di prelievo il giorno 9/10 10/10 e 11/10 ma ad oggi, il mio conto risulta in fase di revisione dal giorno 22/10 credo per controllare i documenti. Sono disperato in chat mi dicono sempre la stessa cosa...e ormai penso che i miei soldi non mi arriveranno mai più

Hello vecchioneg7,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinanga Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

The verification process has been ongoing since 10/22, it won't let me access the account because it says it's under review. I sent selfies with ID, I'm desperate.

Il processo di verifica è in corso dal 22/10, non mi fa accedere al conto perché dice che è in revisione. Ho inviato selfie con documento di identità, sono disperato.

Please help me

Per favore aiutatemi

Today 05/11 they asked me for all the documents, I hope my money will arrive

Oggi 05/11 mi hanno chiesto tutti i documenti, spero che i miei soldi arriveranno

Hello vecchioneg7,

I'm pleased to hear there has been some progress in your case, even though the verification process is taking longer than usual. If possible, could you kindly forward the communication between yourself and the casino to nikolas.b@casino.guru so we can review it further?

Thank you, and I look forward to hearing from you.

Best regards,

Nick

They asked me to send proof of residence, selfie with document and website in the background, bank statement and credit card to their email, I sent everything...But they keep telling me that I have to wait... I've been waiting for a month, I'm desperate

Mi hanno chiesto di mandare prova di residenza, selfie con documento e sito sullo sfondo, estratto conto e carta di credito alla loro email, ho mandato tutto...Ma continuano a dirmi che devo aspettare... È un mese che sto aspettando, sono disperato

After accepting bank statement, selfie, credit card photo, they continue to refuse proof of residence. I sent proof of residence issued on the Italian state website. If they refuse this too I will go to the police.

Dopo aver accettato estratto conto, selfie, foto della carta di credito, continuano a rifiutare la prova di residenza. Ho mandato la prova di residenza emessa sul sito dello stato italiano. Se mi rifiutano anche questa vado in polizia.

As of today 11/11 they still haven't reopened my account and sent my money.....I'm desperate please help me

Ad oggi 11/11 ancora non mi hanno riaperto l'account e inviato i miei soldi.....sono disperato vi prego aiutatemi

Thank you vecchioneg7 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you, please help me I'm desperate

Grazie, per favore aiutatemi sono disperato

They keep refusing me proof of residence... I sent the family unit... INPS pay slip... invoice in my father's name with the relative family unit to certify that he is my father.... They keep making fun of me please help me

Continuano a rifiutarmi la prova di residenza...ho inviato NUCLEO familiare...cedolino Inps...fattura intestata a mio padre com relativo nucleo familiare per attestare che è mio padre.... Continuano a prendermi in giro per favore aiutatemi

Dear vecchioneg7,

I'm Michal, and I have taken over this complaint. I have reviewed this case, I will contact the casino to shed more light on this matter. Please forward me all the communication you had with the casino team to review it and get a better understanding of the situation.

I would like to invite Spinanga Casino to join the conversation.

Dear Spinanga Casino,

Could you please clarify the reasons why the submitted documents were deemed insufficient for completing the player's KYC process? Can you please inform me of any additional documents required from the player? If there are any underlying factors causing this delay that cannot be disclosed publicly, I would appreciate it if you could share them with me directly via email at michal.k@casino.guru

Now I'll send you everything by email

Ora ti invio tutto tramite email

Today they asked me to send an official document as proof of residence... I went to the town hall and had the certificate of residence printed and signed... I paid €16... let's hope that at least this one is accepted

Oggi mi hanno chiesto di inviare come prova di residenza un documento ufficiale....mi sono recato al comune mi sono fatto stampare e firmare il certificato di residenza....pagato 16€...speriamo che almeno questo viene accettato

Today they approved my account and verified everything but they won't let me access the account, it says it's under review, they are scammers!!

Oggi mi hanno approvato l'account e verificato tutto ma non mi fanno accedere all'account dice che è in fase di revisione, sono dei truffatori!!

In chat they told me, after my account was regularly verified: "I kindly inform you that from the checks carried out, it appears that your account has been verified, however due to administrative decision it is not possible to log in, we kindly ask you to wait for the competent department to complete the withdrawals in your favor, thank you for your understanding"

In chat mi hanno detto, dopo che il mio conto è stato regolarmente verificato: " La informo genitilmente che dalle verifche effetuate, risulta che il Suo account e' stato verificcato, tuttavia per decisione amministrativa non e' possibile effettuare l'accesso, Le chiediamo gentilmente di attendere che il dipartimento competente completi i prelievi a Suo favore, la ringrazio per la comprensione"

Dear vecchioneg7,  

Thank you for the updates. It is indeed encouraging news that your account has been verified, and you are expected to receive your winnings. I will await your confirmation upon receipt.  

Regarding the closure of your account, this decision ultimately lies with the casino. Each casino reserves the right to close any player's account at their discretion, provided that all financial obligations have been met, which means there should be no remaining real money balance. I understand this may not be the most favorable situation for you; however, casinos have the authority to take such actions, and unfortunately, there is very little we can do in this regard.  

Nonetheless, I believe we can agree that the priority right now is ensuring you receive your winnings. I am hopeful that they will arrive soon. Please keep me informed when you do receive them.

My account is still under review, today I received the first 500 euros but they still do not allow me to access the game account

Il mio account risulta ancora in fase di revisione, oggi ho ricevuto i primi 500 euro ma non mi fanno ancora accedere al conto gioco

And I want to point out that there are still 9,000 euros in my gaming account, and two other withdrawal requests for 500 euros. I received the first 500 euros this morning, but they still won't let me access my gaming account

E ci tengo a precisare che sul mio conto gioco ci sono ancora 9.000 euro, e altre due richieste di prelievo da 500 euro. I primi 500 euro li ho ricevuti stamattina, ma ancora non mi fanno accedere al conto gioco

I await news

Attendo notizie

Dear vecchioneg7,

I have reviewed the casino's withdrawal policy and discovered the following table.

While I understand your desire to withdraw your winnings in a single transaction, it appears that the casino will be processing your withdrawals in accordance with the specified schedule. Your account is likely to remain inaccessible until all withdrawals have been processed and subsequently closed permanently; unfortunately, there is little we can do to change this situation. As I previously stated, our primary focus is to ensure that you receive your winnings.

Thank you very much, I'll update you as soon as I receive the other two samples.

Grazie mille vi aggiorno appena ricevo gli altri due prelievi

I wanted to let you know that my withdrawals have been credited to me and my game account has been unlocked, I wanted to thank you from the bottom of my heart for the help you have given me!

Volevo comunicare che i prelievi mi sono stati accreditati e il mio conto gioco è stato sbloccato, vi volevo ringraziare di cuore per l'aiuto che mi avete dato!

Dear vecchioneg7,  

I am pleased to hear this positive update. It is gratifying to know that we could effectively address your concerns. Could you please confirm if the issue has been fully resolved, allowing me to close this case, or is there anything further you need assistance with?

For now it's solved, if there are still problems I will contact you again

Per ora è risolto, se ci saranno ancora problemi vi contatterò di nuovo

Dear vecchioneg7,

Thank you for the confirmation. We’re glad that our intervention helped to resolve the situation. Should you experience any further difficulties at Spinanga Casino and find that the casino team is not adequately addressing your concerns, please feel free to contact me directly at michal.k@casino.guru and I will step in if needed.

As you confirmed the issue is solved, we'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Rate 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, 

Michal

Casino.Guru