Spinanga Casino - La retirada del jugador se ha retrasado.

This is the email I sent to support:

I have everything documented: conversations, emails, deposits, losses, and winnings from bets.

"Dear Sir/Madam, I am writing to inform you that due to difficulties accessing your platform, I found it necessary to withdraw the balance from my user account.

Several attempts were made, always following the rules you imposed, but my withdrawal requests were consistently canceled.

When I contacted support via chat, they were unable to resolve the issue, which led me to make several deposits and consequently place bets of equivalent amounts as per the imposed rules, in order to process the withdrawal.

Attempts were made using a credit card to no avail, and a bank transfer was tried but they claimed the BIC Swift was incorrect.

I have everything recorded: deposits, winnings and losses from placed bets, existing balances with dates and times, as well as conversations with your support assistants. The BIC Swift from my bank is correct, as are all my other details.

I am asking what the solution is to successfully resolve my issue, noting that from the last conversation I had with Roberta, your assistant (which I have recorded), she mentioned that the finance department would cancel the withdrawal of 213 euros, which now doesn't appear in my account balance.

I have proof that it exists, and it wasn't spent on any more bets. I even opened a Skrill account in the hope of resolving the withdrawal issue. I am asking what you need to proceed with the withdrawal.?????

I am attaching proof from my bank, as well as the link to my Skrill account to proceed with the deposit if you choose to do so, and I repeat, the withdrawal is due to difficulties I am facing in accessing and operating your platform."

I hope you understand... Thank you, and I need help.

Este foi o e-mail que enviei para o suporte :

tenho tudo documentado , conversas , e-mail's, depositos , perdas e ganhos em apostas

" Exmo sr. venho por este meio informar que por motivos de dificuldade em entrar na vossa plataforma, vi a necessidade de fazer o saque do saldo que tinha na minha conta como utilizador .

Várias foram as tentativas , cumprindo sempre as regras impostas por Vós e sempre assistindo a cancelamentos dos levantamentos..

Contactado Por chat , não me conseguiram resolver o assunto levando-me a fazer varios deposito e por consequente apostas no valor dos depositos como regra imposta , para poder efectuar o saque .

Foram utilizadas tentativas por cartão de credito não funcionou, foi utilizado por transferencia bancaria alegam que BIC Swift nao é correcto, .

Tenho tudo registado , desde os depositos , ganhos e perdas nas aposta realizadas , saldos existentes com datas e hora, bem com como inclusive as conversas em chat com as vossas assitentes , O BIC SWIFT do meu banco está correcto assim como todos os meus dados . 

Pergunto qual a solução para resolverem o meu assunto com sucesso , atendendo que da penultima conversa efectuada a Roberta , vossa assitente do qual tenho a conversa gravada , ela disse que o departamento financeiro iria cancelar o levantamento no de 213 euros e agora nem no meu saldo de conta apareçe ..

Detenho prova , de que existe, não foi gasto em mais nenhuma aposta abri uma conta Skrill na esperança de resolver o assuto do Levantamento , pergunto de que necessitam para que tal se efectue .?????

Junto envio comprovativo da Minha entidade Bancária , assim como o Link da Conta skrill para efectuar se assim entenderem o referido deposito , e volto a repetir o retirar do dinheiro tem a ver com dificuldades que encontro a entrar e operar a vossa plataforma "

Espero que entendam .....Obrigado e preciso de ajuda

Dear josealbertods,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you've encountered with accessing Spinanga Casino and processing your withdrawal. To better understand your situation and assist you effectively, could you please provide additional details on the following:

Have you made any successful withdrawals before?

How many times did you attempt to withdraw your winnings? What payment methods have you tried?

Have you communicated with customer support about the reasons why your withdrawal requests keep getting canceled? Have you received any suggestions from them?

Could you please confirm if you passed the full KYC verification?

Have you made any deposits with your Skrill account?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Answering your first question, I have never made a successful withdrawal, all of them have been cancelled.

As for the times I tried to withdraw about 4 times.

KYC verification was never requested, nor was it ever exceeded.

As for Skrill payment, this is the only method I haven't used, after making so many deposits I have to play again, it turns out that currently they have cut off my access to the Platform, which I don't have access to, that is, to have access I have to access it through a device never used on this platform before, and then you would have to deposit the amount made by Skrill to be able to withdraw... which would not be a problem... the problem lies in the difficulty in accessing the platform again..

However, if you need proof, I can send it... Good morning, and thank you very much for trying to help me, I will be more than happy to see the matter resolved and contribute to keeping your website and support running.

Answering your first question, I have never made a successful withdrawal, all of them have been cancelled.

As for the times I tried to withdraw about 4 times.

KYC verification was never requested, nor was it ever exceeded.

As for Skrill payment, this is the only method I haven't used, after making so many deposits I have to play again, it turns out that currently they have cut off my access to the Platform, which I don't have access to, that is, to have access I have to access it through a device never used on this platform before, and then you would have to deposit the amount made by Skrill to be able to withdraw... which would not be a problem... the problem lies in the difficulty in accessing the platform again..

However, if you need proof, I can send it... Good morning, and thank you very much for trying to help me, I will be more than happy to see the matter resolved and contribute to keeping your website and support running.

Answering your first question, I have never made a successful withdrawal, all of them have been cancelled.

As for the times I tried to withdraw about 4 times.

KYC verification was never requested, nor was it ever exceeded.

As for Skrill payment, this is the only method I haven't used, after making so many deposits I have to play again, it turns out that currently they have cut off my access to the Platform, which I don't have access to, that is, to have access I have to access it through a device never used on this platform before, and then you would have to deposit the amount made by Skrill to be able to withdraw... which would not be a problem... the problem lies in the difficulty in accessing the platform again..

However, if you need proof, I can send...

Respondendo a vossa primeira questão , não nunca fiz um saque bem sucedido todos eles foram cancelados.

quanto ás vezes que tentei fazer o saque umas 4 vezes.

A verificação KYC nunca foi pedida, nem nunca foi ultrapassada.

quanto ao pagamento skrill esse é o unico meio que nao utilizei , depois de tantos depositos feitos tenho de jogar de novo, acontece que actualmente cortaram-me o acesso à Plataforma o que não tenho acesso , ou seja para ter acesso tenho de acessar por um dispositivo nunca antes utilizado nessa plataforma , e depois teria de jogar o montante de deposito feito por Skrill para então poder efectuar o saque ....o que não seria problema ...o problema está na dificuldade em acessar de novo à plataforma ..

No entanto se necessitarem de comprovativos poderei enviar...Bom dia , e muito obrigado por me tentarem ajudar terei maior prazer se vir o assunto resolvido de contribuir para manter vosso Site e apoio em funcionamento .

Respondendo a vossa primeira questão , não nunca fiz um saque bem sucedido todos eles foram cancelados.

quanto ás vezes que tentei fazer o saque umas 4 vezes.

A verificação KYC nunca foi pedida, nem nunca foi ultrapassada.

quanto ao pagamento skrill esse é o unico meio que nao utilizei , depois de tantos depositos feitos tenho de jogar de novo, acontece que actualmente cortaram-me o acesso à Plataforma o que não tenho acesso , ou seja para ter acesso tenho de acessar por um dispositivo nunca antes utilizado nessa plataforma , e depois teria de jogar o montante de deposito feito por Skrill para então poder efectuar o saque ....o que não seria problema ...o problema está na dificuldade em acessar de novo à plataforma ..

No entanto se necessitarem de comprovativos poderei enviar...Bom dia , e muito obrigado por me tentarem ajudar terei maior prazer se vir o assunto resolvido de contribuir para manter vosso Site e apoio em funcionamento .

Respondendo a vossa primeira questão , não nunca fiz um saque bem sucedido todos eles foram cancelados.

quanto ás vezes que tentei fazer o saque umas 4 vezes.

A verificação KYC nunca foi pedida, nem nunca foi ultrapassada.

quanto ao pagamento skrill esse é o unico meio que nao utilizei , depois de tantos depositos feitos tenho de jogar de novo, acontece que actualmente cortaram-me o acesso à Plataforma o que não tenho acesso , ou seja para ter acesso tenho de acessar por um dispositivo nunca antes utilizado nessa plataforma , e depois teria de jogar o montante de deposito feito por Skrill para então poder efectuar o saque ....o que não seria problema ...o problema está na dificuldade em acessar de novo à plataforma ..

No entanto se necessitarem de comprovativos poderei enviar...

The withdrawal was postponed, so twice when I spoke in chat they said to wait, they even canceled the 213 euros of withdrawal, it didn't appear in balance for a while, then I complained and asked, they put it back and now they say I can only do it the withdrawal after betting the 213 euros again, when I have proof that all the deposits were bet in full and the profits or the 213 are from profits from several deposits, in addition there are deposits there from which I had no profit, and even Today I went gambling to see if that amount was captive and I played 78 euros of which I only profited 2 euros, increasing the amount from 213 euros to 216 euros.....excuses after excuses, very bad operation on the part of the Spinanga casino...

In the last CHAT conversation, they also asked me for the print screen of my SKRILL application that I sent and they said they would pay, it was being analyzed by the financial department....but the saga still continues.....

A retirada foi adiada como assim se por duas vezes que falei em chat eles disseram para aguardar inclusive eles proprios cancelaram o 213 euros de levantamento, esteve um tempo sem aparecer em saldo depois reclamei e perguntei , voltaram a colocar e agora dizem que só posso fazer o saque depois de apostar os 213 euros de novo , quando tenho provas de que todos os depositos foram apostados na sua totalidade e os lucros ou os 213 são de lucros de varios depositos , além disso teem lá depositos da qual não tive lucro , e mesmo hoje ainda fui a jogo para ver se estava cativo aquela quantia e joguei 78 euros dos quais lucrei apenas 2 euros aumento a quantia de 213 euros para 216 euros .....desculpas atrás de desculpas muito mau funcionamentopor parte do casino Spinanga...

Na ultima conversa de CHAT tambem me pediram o print screen da minha aplicação SKRILL que enviei e disseram que iriam pagar , estava a ser analisado pelo departamento financeiro ....mas ainda continua a saga .....

Good morning Veronica, after several attempts to withdraw money...they claimed that the 213 I had had to be bet again, and the withdrawals were always considered blocked, so I placed bets until I prepaid the amount, still having a profit of 226 euros, and this time, checking the withdrawals, they were already unlocked, so I tried to make the withdrawal via SKRILL, which was immediately accessible, but I canceled it because I would have to open my Skril application. When I got back there, the withdrawal via SKRILL was no longer available and was blocked. locked, what is this if not bad faith on the part of SPINANGA casino....which now doesn't even allow me to make the withdrawal using the Skrill method?????

Bom dia Veronica depois de várias tentativas de restirada de dinheiro ...alegaram que os 213 que detinha tinham que ser apostados de novo , e dava sempre como trancados os levantamentos então fiz apostas até prefazer o valor ficando ainda com um lucro de 226 euros, e desta vez consultando os levantamentos estes já estavam desbloqueados , então fui tentar fazer o saque por SKRILL o que de imediato estava acessivel , mas anulei porque teria de abrir a minha aplicação skril quando voltei lá , o levantamento por skrill já não estava disponivel e estrava trancado o que é isto senão má fé por parte do casino SPINANGA....que agora nem pelo metodo Skrill me deixa fazer o Saque?????

Thank you for your responses. Please forward me all the communication between you and the casino that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

Have you contacted customer support asking about the availability of Skrill for your withdrawal? What error message do you see when choosing Skrill to withdraw your winnings?

Good afternoon, I would like to inform you that after canceling my last attempt to withdraw my 213 euros, I tried again, they canceled the withdrawal and after canceling it, the information appeared that to make the withdrawal I would have to re-bet everything again, when all deposits that I made I had already fulfilled and bet, I re-bet the 213 euros to see how far this scam goes, and I won up to 253 euros, pre-setting the amount bet at 294 euros, exceeding the required amount, yesterday I tried again and this time through Skrill. a withdrawal and first gave access to skrill immediately when I was doing it, it was canceled and then I no longer had access to withdrawal via skrill, contact the gentlemen. They informed me that it was not available at the moment and to try another way, to which I replied that I had already tried every other way, they advised me to do it via transfer bank, curiously and inexplicably the BIC SWIFT which previously said it was incorrect, yesterday it was not I was, but this time I didn't withdraw everything and only made a withdrawal of 100 euros because if they canceled the withdrawal I wouldn't have to play everything again but just the 100 euros, curiously today and now I checked and it says it was done, let's see How long does it take for the transfer to reach my account, if at all....

I send the print screen of that

Boa tarde mais informo que depois de me terem cancelado a ultima tentativa de saque dos meus 213 euros, eu tentei de novo, eles cancelaram o saque e depois de cancelarem aparecia a informação que para efectuar o saque teria reapostar tudo de novo , quando todos os depositos que efectuei já tinha cumprido e apostado, voltei a reapostar os 213 euros para ver até onde vai esta trapassa, e ganhei até 253 euros prefazendo o valor apostado em 294 euros ultrapassando o valor exigido, ontem tentei de novo e desta vez por Skrill fazer um saque e primeiro deu acesso ao skrill imediatamente quando o estava a fazer, foi-me cancelado e a seguir já nem tinha acesso a levantamento por skrill, contacto os sr. informaram que não estava disponivel de momento e por tentar por outra forma , à qual respondi que já tinha tentado por todas as maneiras , aconselharam a fazer por transfer bank , curiosamente e de forma inexplicavel o BIC SWIFT que antigamente dizia que estava incorrecto , ontem não estava, só que desta vez não retirei tudo e fiz um saque só de 100 euros porque se me cancelassem o levantamento não teria de jogar tudo de novo mas sim só os 100 euros, curiosamente hoje e agora fui constatar e diz que foi efectuado vamos ver quanto tempo leva a transferencia a chegar á minha conta , se é que vai chegar ....

envio o print screen disso mesmo

Good Evening I come to inform you that regarding the issue of Casino Spinanga, I don't know if anything was intervened at Casino Spinanga but the matter was resolved I made a withdrawal of 100 euros by bank transfer this time the same BIC SWIFT was correct and in 2 and a half days the deposit is in my account compared to the other 153 euros I had fun and spent them losing they are richer with the 156 euros but they lost 1 or more, not to mention many potential customers as they lost my trust in that casino at all Thank you very much from the Staff, I apologize for anything and if I need to contribute anything, it will be a pleasure.

Boa Noite Venho informar que em relação ao assunto do Casino Spinanga , nãos sei se intercederam alguma coisa no casino spinanga mas aasunto foi resolvido fiz um saque de 100 euros por transferencia bancaria desta vez o mesmo BIC SWIFT estava certo e em 2 dias e meio o deposito encontra-se na minha conta em relação aos outros 153 euros diverti-me e gastei-os perdendo eles ficam mais ricos com os 156 euros mas perderam 1 ou mais , para não dizer muitos potenciais clientes pois perderam a minha confiança naquele casino a todos da Staff o meu muito Obrigado , peço desculpa por qualquer coisa e se for preciso contribuir com alguma coisa , será um prazer.

Dear josealbertods,

I'm glad to hear that your issue has been resolved successfully. I am sorry that it took so long and that the issue with your payment caused you to lose a part of your winnings. 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,

Veronika

Casino.Guru