Spinago Casino - A retirada do jogador foi adiada.

My payout has been delayed for 7 days. Support constantly repeats standard answers.

Seit 7 Tagen wird meine Auszahlung verzögert. Der Support wiederholt permanent Standardantworten.

Dear Arjen75,

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, please, let us know and we will intervene and try to help you. 

Thank you in advance for your patience and understanding. 

Best regards,

Petronela

My account is already successfully verified.

How long do you think players should wait for their winnings?

I personally think 2 weeks is a long time. Especially with regard to the fact that deposits are processed without waiting. Furthermore, I look for the casinos in particular after their positive rating. It is all the more frustrating for the customer to have to wait a very long time for their money.

I therefore ask you to support Petronella and to write to the casino directly and hold them accountable.

Thank you for your support!

Mein Konto ist bereits erfolgreich verifiziert.

Wie lange sollten Spieler Ihrer Einschätzung nach auf ihre Gewinne warten müssen?

2 Wochen finde ich persönlich sehr lang. Insbes im Hinblick darauf, dass Einzahlungen ohne Wartezeit bearbeitet werden. Weiterhin suche ich mir die Casinos insbesondere nach Ihrer positiven Bewertung aus. Umso frustrierender für den Kunden sehr lange auf sein Geld zu warten.

Ich bitte Sie daher Petronella um Unterstützung und darum, das Casino direkt anzuschreiben und in die Verantwortung zu nehmen.

Vielen Dank für Ihre Unterstützung!

I fully understand your frustration, Arjen75. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

All right - I hope you're right Petronela.

Alles klar - ich hoffe Sie behalten recht Petronela.

Today I'm waiting exactly 14 days for my payout. Still no processing. As already described, the casino gets lost in standard messages.

Unfortunately you didn't quite keep Petronela. �

Please support me to get my money.�

Heute warte ich genau 14 Tage auf meine Auszahlung. Nach wie vor findet keine Bearbeitung statt. Wie bereits beschrieben verliert sich das Casino in Standard-Nachrichten.

Leider haben Sie nicht recht behalten Petronela. �

Bitte unterstützen Sie mich, dass ich mein Geld bekomme.�

Thank you very much, Arjen75, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Arjen75 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinago Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hello Arjen75, Petronela and Peter as I see the cashout was processed today.

Could you Arjen75 please confirm it?

There may be players who like it

- Asking for their payout for weeks and not getting any support

- read standard texts repeatedly

- to be so frustrated and annoyed to write an official complaint to Casino-Guru (nice that this institution exists)

- to wait and hope to get his money at all.

I don't like the outdated.

Whether Spinago/the Dama-Group succeeds in winning or retaining new players with this business policy, as I see it, must be evaluated by the local management.

I have lost all trust in this provider. Never again.

To the question: After 17 days (!) I received the payout today. Other casinos that you entrust your money to do this in minutes/hours.

All the best to you, thanks for the support @Casino-Guru.

The complaint can be closed as resolved.

Möglicherweise gibt es Spieler, denen es gefällt

- über Wochen hinweg nach ihrer Auszahlung zu fragen und keinerlei Unterstützung zu bekommen

- wiederholt Standard-Texte zu lesen

- so frustriert und genervt zu sein, eine offizielle Beschwerde bei Casino-Guru zu schreiben (schön, daß es diese Institution gibt)

- zu warten und zu hoffen, sein Geld überhaupt zu bekommen.

Mir gefällt das überholt nicht.

Ob es Spinago/der Dama-Group mit dieser von mir wahrgenommenen Geschäftspolitik gelingt neue Spieler zu gewinnen oder zu halten muss das dortige Management bewerten.

Ich habe jegliches Vertrauen in diesen Anbieter verloren. Nie wieder.

Auf die Frage: Nach 17 Tagen (!) habe ich heute die Auszahlung erhalten. Andere Casinos, denen man sein Geld anvertraut schaffen dies in Minuten/Stunden.

Alles Gute für Sie, danke für die Unterstützung @Casino-Guru.

Die Beschwerde kann als gelöst geschlossen werden.

Dear Arjen75,

I'm glad to hear that your issue has been resolved successfully. 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,

Peter