Spinia Casino - El retiro del jugador se ha retrasado.

I deposited around € 900 yesterday 4 September at Spinia casino and played. When I was then going to withdraw € 390, I realized that they had removed Trustly as a withdrawal method which was the only way for me to withdraw money from that site.

the support refuses to help me.

So they have no problem receiving my money but now I can not get any money out at all.

I would like the entire amount I deposited to be repaid now I feel.

ie refund on what I deposited because I still can not get any money out of the side, I could just as easily have played with "play money". But of course they shit in one when you try to get help via support. They also interrupt you in the middle of the chat session because they refuse to help you.

so how can I get my money back from these thieves?

Jag satte in cirka €900 igår 4 September på Spinia casino och spelade. När jag sedan skulle ta ut €390 så insåg jag att dom tagit bort Trustly som Uttagsmetod som var enda sättet för mig att ta ut pengar från den sidan.

supporten vägrar att hjälpa mig.

Dom har alltså inga problem med att ta emot mina pengar men nu kan jag inte få ut några pengar alls.

jag skulle vilja att hela beloppet jag satte in ska bli återbetalt nu känner jag.

dvs återbetalning på det jag satte in eftersom jag ändå inte kan få ut några pengar från sidan kunde jag lika gärna ha spelat med "play money". Men självklart så skiter dom i en då man försöker få hjälp via supporten. Dom avbryter en dessutom mitt i chatsessionen för att dom vägrar hjälpa en.

så hur ska jag kunna få tillbaka mina pengar från dessa tjuvar?

Dear Daniel,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Several factors such as geolocation, and contracts with the payment providers, and even actual situation in the world all have a major influence.

Have you ever successfully withdraw using Trustly at Spinia Casino? Did the casino offer you any alternative withdrawal method? Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or you can post it here). Looking forward to hearing from you.

Best regards,

Kristina

Yes I have talked to the support several times but in the end they shut me down from the chat (because they thought I was unpleasant) which is not so strange when they try to blow me money.

Yes I could withdraw money at the casino earlier via trustly but now they have suddenly removed that service and I did not know if it was too late. I will email pictures of the conversation between me and the casino to your email shortly.

Ja jag har pratat med supporten flera gånger men tillslut stängde dom av mig från chatten (eftersom dom tyckte jag blev otrevlig) vilket inte är så konstigt när dom försöker blåsa mig på pengar.

Ja jag kunde ta ut pengar på casinot tidigare via trustly men nu har dom helt plötsligt tagit bort den tjänsten och det visste jag inte om förens det var försent. Jag mailar bilder på konversation mellan mig och casinot till din e-post strax.

Thank you very much Daniel for your reply and email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Daniel H,

I looked at your complaint and will do my best to help you. I would like to invite Spinia Casino into this conversation. Can you please specify what is the problem with player’s withdrawal? If you have problems with payments via Trustly you have to find another available option how to pay player's winnings.

Hello,

At the moment your cashout is being processed.

We are very sorry about the inconvenience caused, however, Bank Transfer can take up to 5 business days to proceed.

Thank you for your patience.

Yes but I had to deposit more money to even try to make a payment by bank transfer.

so I had to reluctantly borrow money to deposit to try to get out money that you are holding "hostage".

in addition, the amount is only € 500 and it is € 900 that I want back from you if the right is to be right, ie.

then you have not even approved that I get any money.

If you deny me the bank transfer, how will I get my money?

Why were you not willing to solve this?

why should one have to go this far?

think it is very badly done on your part at Spinia and only gives you a worse reputation ....

Ja men Jag var tvungen sätta in mer pengar för att ens försöka göra en utbetalning via banköverföring.

så jag fick motvilligt låna pengar för att sätta in för att försöka få ut pengar som ni håller "gisslan".

dessutom så är beloppet bara på €500 och det är €900 som jag vill ha tillbaka från er om rätt ska vara rätt dvs.

sen har ni inte ens godkänt att jag får ut några pengar.

Om ni nekar mig banköverföringen hur ska jag då få mina pengar?

Varför var ni inte villiga att lösa detta?

varför ska man behöva gå såhär långt?

tycker det är väldigt dåligt gjort från er sida på Spinia och ger er bara sämre rykte....

Dear Daniel H,

Casino stated that they are processing your request so I'll extend timer by 7 days, please let me know when you'll receive your winnings.

Let the casino know that it is € 900 in total they will pay out to me.

Have not seen any sign of life from the casino in several days.

Meddela casinot att det är €900 totalt dom ska betala ut till mig.

Har inte sett något livstecken från casinot på flera dagar.

Dear Daniel,

I saw your communication with Casino and they told you that minimum amount for withdrawal is €500 several times but you requested only €390 as you stated. If you have €900 in account, just request €500 or more and there should be no problem.

I deposited € 900 and played for € 510 then when I had to withdraw € 390 it was not possible but I had to deposit an additional € 110 to be able to withdraw € 500. What I mean is that I would like to have my entire deposit back because they removed Trustly without announcing anything and made it extremely difficult to get any money out.

thinks that the whole session should be declared invalid if right is to be right.

Had I known that it was not possible to withdraw small amounts via Trustly and with all this hassle, I would never have deposited any money.

Jag satte in €900 och spelade för €510 sen då jag skulle ta ut €390 så gick det inte utan jag var tvungen sätta in ytterligare €110 för att kunna ta ut €500. Det jag menar är att jag skulle vilja ha tillbaka hela min insättning för att dom tagit bort Trustly utan att meddela något och gjort det extremt svårt att få ut några pengar.

tycker att hela sessionen ska ogiltighetsförklaras om rätt ska vara rätt.

Hade jag vetat att det inte gick att ta ut via Trustly mindre summor och med allt detta strul så skulle jag aldrig ha satt in några pengar.

Hello,

We would like to inform everyone that the withdrawal is confirmed and the amount is 500 EUR.

We cannot see any valid reason for refunding another 400 EUR

Because I was tricked into depositing money at your casino.

Because I did not know that you removed Trustly as a withdrawal method.

För att jag blev lurad att sätta in pengar på erat casino.

Eftersom jag inte fick vetskap om att ni tagit bort Trustly som uttagsmetod.

Dear Daniel,

please let me know when you'll receive your winnings.

still waiting.....

väntar fortfarande.....

Hey!

Please note that the bank transfer can take up to 5 business days to come to your bank.

We kindly ask you for some patience.

Is that the whole amount you send then? Ie € 900?

Why did you turn me off from your chat just because I wanted my money.

Är det hela beloppet ni skickar då? Dvs €900?

Varför stängde ni av mig från eran chatt bara för att jag ville ha mina pengar.

Has still not received the full amount.

Har fortfarande inte mottagit hela beloppet.

Dear Daniel,

did you receive €500?

missing € 400

saknar €400

Daniel,

Casino already paid you your winnings in full amount and you have no right for mentioned €400, we consider this case as resolved.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam