Spinanga Casino - O jogador ainda não recebeu os seus prémios.

I would like to report an issue regarding my pending withdrawals from Spinanga Casino.

I submitted three withdrawal requests for a total of €1,100. My account is fully verified, and I have successfully completed withdrawals with this casino in the past without any issues.

Despite waiting for eight days, my withdrawals are still pending. I have contacted customer support several times, but I have only received generic responses asking me to wait, without any clear explanation or estimated processing time.

I have been a loyal and very active player at Spinanga for a long time, which makes this situation even more disappointing. I expected a much higher level of service and transparency.

I kindly ask Spinanga Casino to process my pending withdrawals immediately and/or provide a clear and honest explanation for the delay.

Thank you for your assistance.

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Dear nicholaskara,

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

why should I wait for 14 days when they say at their terms and conditions that the process should be complete within 3 business days?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear nicholaskara,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean