Spinanga Casino - O jogador afirma que o seu pagamento foi atrasado.

I've been waiting for a response as to why my cashout withdrawal via bank transfer is not working. I have 5 grand to cash out and the live chat just keeps saying it's on my end but they won't pin point what the problem is. I've used bank transfer many times before and I'm unsure why it is not working. Very disappointed with the lack of help and support . They are happy to take my money but offer no assistance when I ask about my withdrawal

Dear Mike1234567,

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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

They have showed it has been canceled , so waiting is not really an option since they have canceled without reason. Left in the dark currently.

Dear Mike1234567,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, nearly 3 weeks since my first attempt at a withdrawal via bank transfer. I have tried many attempts, contacted my bank to make sure I am using the correct numbers etc. Spinanga keep just saying the problem is on the providers end at the begining. I tried to make another withdraw 6 days ago, and it is still pending. From that attempt, they are not giving me any help at all via email and as normal, the pre written copied and pasted messages on the live chat just creates Major head aches with just apologies from them. I have used bank transfer on two other gambling sites with no problem . New Zealand does not use IBAN numbers which is a field that needs to be filled in, in the bank transfer section. I have asked spinanga via email and live chat about if this is a problem, but I can not get an answer from them when I ask questions that could help me withdraw .

Regards

Mike

Thank you Mike1234567 for all the information provided so far. I will now forward your complaint to my colleague Martina (martina.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Mike1234567,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinanga Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Mike1234567,

As per checking your account we can see there is no balance in your account and your withdrawal request was cancelled and played before we could process your withdrawal request.

Please let us know if you need any further details.

Best regards,

Spinanga team.

Hi Mike!

Can you please confirm that? Thank you

Dear Mike1234567,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru