Spinanga Casino - La retirada del jugador se retrasa.

Hello,

I made a withdrawal request several days ago and have been waiting ever since. Not only have I not received my money but as of yesterday, my account is under review. Yesterday, I was told via online chat to send an email and today I was told that their website is under maintenance.

Γεια σας,

Έχω κάνει ποσό ανάλυψης και περιμένω εδω και μέρες. Εκτός του οτι ακόμα δεν εχω λάβει τα λεφτά, απο χθες ο λογαριασμός μου βρίσκεται υπο εξέταση. Χθες μου ειπαν απο την online συνομιλία να στείλω email και σήμερα μου ειπαν οτι το website τους ειναι υπο συντήρηση.

Dear parischristophi, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

I made a withdrawal on 01/18/2024. No, I have not downloaded from this site again.

However, my account is still under review.

Έκανα αναληψη στις 18/01/2024. Όχι, απο το συγκεκριμένο site δεν εχω κανει αναληψη ξανά.

Ο λογαριασμός μου ομως παραμένει υπο εξέταση.

Thank you for your reply, parischristophi. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Does this justify the fact that my account is under review and I can't log into the page?

Αυτό δικαιολογεί το γεγονός πως ο λογαριασμός μου είναι under review και δεν μπορώ να συνδεθώ στην σελίδα;

Many casinos review players' gameplay or documents before processing the withdrawal and it can take a few days. Could you please advise if you passed the verification before you lost access to your casino account?

Have you received any updates regarding the account review? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I made a withdrawal and then lost access to my account.

It's been 2 weeks since the day I made the withdrawal

Έκανα ανάληψη και μετά έχασα την πρόσβαση στο λογαριασμό μου.

Έχουν περάσει 2 εβδομάδες απο τη μέρα που έκανα ανάληψη

Thank you very much, parischristophi, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you parischristophi for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinanga Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello,

It's been 3 weeks now, I've won quite a large amount and although I'm trying to withdraw 500 euros I have no response, also my account is under surveillance.

Γειά σας,

Εδω και 3 εβδομάδες, εχω κερδίσει ενα αρκετά μεγάλο ποσό και αν και προσπαθώ να κανω ανάληψη 500 ευρώ δεν εχω καμιά απάντηση, επίσης ο λογαριασμός μου είναι υπό επιτήρηση.

Dear all,

Thank you for reaching out.

We would like to inform you that the account was forwarded to be checked with priority and we will inform you in case of any developments as soon as possible. Please accept our sincere apology for the delay.

Best regards,

Spinanga.com

Dear Customer,

Thank you for your patience.

We would like to inform you that your account has to undergo verification. You were sent an email with the list of required documents.

Best regards,

Spinanga.com

Thank you very much!

I have sent the necessary documents!

Ευχαριστώ πολύ!

Έχω στείλει τα απαραίτητα έγγραφα!

I would like to ask both parties to please keep me updated about any further developments. Thank you in advance!

Dear parischristophi,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.