Spinaro Casino - O pagamento do jogador foi atrasado.

they told me that the weekly limit was 3500.

that's what i did, on the 23rd, 24th, 25th, 26th, 27th.

today, the 23rd, they paid and canceled the rest of the withdrawals because they said I exceeded the weekly limit. A LIE, AS YOU CAN SEE.

I complained to the chat and this was the conversation.

informaram que o limite semanal era 3500.

foi o que fiz, dia 23,24,25,26,27.

pagaram hoje, dia 23 e anularam os restantes levantamentos porque disseram que ultrapassei o limite semanal. MENTIRA COMO PODEM VER.

Reclamei para o chat e esta foi a conversa.

Dear Mariavvv,

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.

Hello, now I'm even more worried because I got lucky and a few minutes ago a large amount came out.

Please help me to know exactly, without the Spinaro casino cheating me, how I can make the necessary withdrawals to withdraw €16,000.

Please follow up with me.

You have been extraordinary with me in other situations.

Olá, agora ainda fiquei mais preocupada porque tive sorte e saiu me , há minutos , um valor alto.

por favor ajudem me a saber exatamente, sem o casino Spinaro me enganar, de que forma posso fazer os levantamentos necessários para retirar 16.000 €.

Por favor acompanhem me.

voces tem sido extraordinários comigo noutras situações.

At the moment, apart from my balance, I only have €700 withdrawn today.

I need to know how much and when I can withdraw the rest.

Neste momento, para além do meu saldo, só tenho 700€ levantados hoje.

Preciso saber de quanto e quando posso fazer os restantes.

Good afternoon,

they canceled my withdrawals again, this time claiming verification problems when they made a payment to me 15 days ago.

This time they wanted a photo of me with my ID card and a piece of paper next to it with the words HELLO SPINARO AND THE DATE OF THIS DAY.

I was nervous and incredulous. I've never seen such a thing, nor do I know if it's legal (and necessary) to ask).

I sent it because otherwise they wouldn't pay me and I still have 14,000 euros.

It's hopeless playing in this casino.

Boa tarde,

voltaram a cancelar os meus levantamentos, desta vez alegando problemas de verificação, quando me efetuaram há 15 dias, um pagamento.

desta vez queriam uma foto minha com o cartão de identificação e um papel ao lado , escrito, HELLO SPINARO E A DATA DESSE DIA.

Fiquei nervosa e incrédula. Nunca tal coisa vi , tão pouco sei se isso será legal (e necessário) pedir).

Enviei porque , caso contrário, não me pagavam e eu ainda lá tenho 14.000 euros.

É um desespero jogar neste Casino.

Thank you for your responses.

Could you please specify if you sent any identity documents to this casino for verification before?

Have you uploaded the additional verification documents to the casino as requested by customer support? If so, when exactly? Have you received any response from the casino yet?

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good afternoon, I had already sent my ID at least 3 weeks ago as they requested. That's why they paid me for the last time on JUNE 29th.

when after that they canceled 4 withdrawal requests, 1 per day, of 700 euros each, claiming that the photo with the identity card (the same as the previous one) was missing but written HELLO SPINARO ON A PAPER.

I also sent this yesterday, July 6th.

I can't upload the receipts here, but I can send them by e-mail if you like.

At the moment I have two withdrawals requested, on July 6 (after sending the receipt) and today. I'll make another one tomorrow.

each for 700 euros

Thank you

R. V.

Boa tarde, eu já tinha enviado há pelo menos 3 semanas a minha identidade como eles pediram. Por isso é que me pagaram pela última vez no dia 29 de JUNHO.

quando depois disso me anularam 4 pedidos de levantamento, 1 por dia, de 700 euros cada, alegando que faltava a tal foto com o cartão de identidade (igual à anterior) mas escrito HELLO SPINARO NUM PAPEL.

tambem já enviei isto ontem, dia 6 de Julho.

não consigo carregar aqui os comprovativas, mas posso enviar por e-mail se quiser.

Neste momento tenho dois levantamentos pedidos, dia 6 julho (a seguir ao envio do comprovativo) e outro hoje. Amanhã farei outro.

cada um de 700 euros

obrigada

R. V.

Good afternoon, this Saturday, July 12, they canceled 3 withdrawals again.

I had made 4 withdrawals, one on 6/7, another on 7/7, another on 8/07 and another on 9/7.

they paid the one from 6/7 and canceled the rest claiming that the daily limit had been exceeded.

i have a daily limit of 700€ and a weekly limit of 3500.

could it be their daily limit?

if it's theirs, then it's false that we can withdraw 3500 weekly.

they suggest i only make one withdrawal at a time until i receive it.

what a shame.

i'm already vip 3.

I can now withdraw 1000 € a day.

i made a 1000€ withdrawal yesterday, july 12th.

i'm forced to spend more than i want to on the game because otherwise it would take me many months to get my money back in my account.

it's unfortunate.

thank you

R. V.

Boa tarde , este sábado , dia 12 de julho, voltaram a cancelar 3 levantamentos.

tinha feito 4 levantamentos, um a 6/7, outro a 7/7, outro a 8/07 e outro a 9/7.

pagaram o de 6/7 e cancelaram os restantes alegando limite diário excedido.

eu tenho limite diário de 700€ e semanal de 3500.

será que é limite diário deles?

se for deles , então é falso que podemos levantar semanalmente 3500.

sugerem me fazer só um levantamento de cada vez até o receber.

que vergonha.

neste momento já sou vip 3.

já posso levantar 1000 € dia.

fiz um levantamento de 1000€ ontem , dia 12 de julho.

vejo me forcada a gastar mais saldo do que queria em jogo porque , de outra forma demoraria muitos meses a conseguir o meu dinheiro na conta.

é lamentável.

obrigada

R. V.

I have checked the Terms and Conditions and this is what I found regarding the withdrawal limits:

8.2. The default minimal amount for withdrawal is €10. The maximum daily/weekly default amounts allowed for withdrawals are as follows: €600 per day, €3000 per week, €12000 per month or the equivalent in other currencies. For higher VIP levels 1, 2, 3, 4, and 5 the amounts are as follows:

- Level 1 and Level 2: daily €700 / weekly €3500 / monthly €14000

- Level 3 and Level 4: daily €1000 / weekly €5000 / monthly €20000

- Level 5: daily €2000 / weekly €10000 / monthly €40000

Moreover, the payments may take a few working days to be processed:

8.5. The Company aims to approve the withdrawal of funds within 72 hours from the moment of ordering, or from the moment of confirmation of the withdrawal of funds, if it was not done earlier. In the unlikely event that the Company needs to carry out additional checks and verifications, that period may be extended. For security reasons withdrawals of funds are not carried out on weekends.

8.6. The maximum processing time for a withdrawal request is up to 7 business days. Note that the Company has no full control of this process as the processing is carried out by the payment method providers.

Please specify the last time you successfully received winnings from this casino.

Also, kindly send me a screenshot showing the pending withdrawal requests in your account.

I complied with all those rules.

When I was vip 2 I made withdrawals of 700 euros a day, maximum 3500 a week.

they would pay me the first one after 7 days and, on that day, they would return the rest of the withdrawals to the account and I would have to start the withdrawal requests all over again.

in other words, THEY NEVER LET ME WITHDRAW MORE THAN THE DAILY LIMIT.

Eu cumpri essas regras todas.

quando fui vip 2 fiz saques de 700 euros dia, máximo 3500 semanal.

pagavam me o primeiro ao fim de 7 dias e , nesse dia em que me pagavam, devolviam os restantes saques à conta e eu tenho de iniciar os pedidos de saque novamente.

ou seja, NUNCA ME DEIXAM LEVANTAR MAIS QUE O LIMITE DIÁRIO.

Thank you for the information.

Could you please forward me a screenshot of your transaction history showing all your withdrawal requests since the beginning of July? You can send it to veronika.f@casino.guru or post it directly here in the complaint thread.

Thanks Veronika, I've just sent you two emails with screenshots.

r. V.

Obrigada Veronika, já enviei agora mesmo 2 mails com captura de telas.

r. V.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Mariavvv,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spinaro Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spinaro Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

The biggest problem is that they won't let me make more than one withdrawal a week.

if i withdraw 1000 euros today (because i'm already vip 3) and another 1000 tomorrow, when they pay (a week later) they only pay 1000 and ANNULATE the other 1000, returning us to the account.

in other words, in practice they only let you withdraw 1000 a week.

I've even made daily withdrawals up to the maximum weekly amount and they pay one and cancel the others.

they should pay one and put another on hold for the next day.

thank you

R. V.

O maior problema é que não me deixam fazer mais do que um levantamento por semana.

se eu levantar 1000 euros hoje (porque já sou vip 3) e amanhã outros 1000, quando eles pagam (uma semana depois) pagam apenas 1000 e ANULAM os outros 1000, devolvem nos à conta.

ou seja, na prática só deixam levantar 1000 por semana.

cheguei a fazer levantamentos diários até ao montante máximo semanal e pagam um e cancelam os outros.

deviam pagar um e outro ficar em espera para o dia seguinte.

obrigada

R. V.

Hello,

Thank you for the opportunity to respond to this matter. 

We are pleased to inform you that the recent withdrawal request was approved, and the winnings should already be on their way to your banking account. Additionally, we would like to highlight that the rest of the requests will be reviewed in the business timeframes and in accordance with the daily limits. 

Should you have any further questions or concerns, please do not hesitate to contact our support team via chat or email.

We believe these actions demonstrate our dedication and openness to a user-friendly experience. 

Thank you for your understanding and cooperation.

Best regards,

Spinaro Team 

But according to what daily limits?

whose daily limits?

because mine have NEVER BEEN EXCEEDED.

i, as vip 3, can request the withdrawal of 1000 euros per day, up to the maximum weekly limit of 4000 euros.

but if i made these withdrawals, respecting these rules, when you pay me the first withdrawal, you return the rest to the account.

what you should do is pay one and leave the rest of the requests to be made the next day.

Otherwise, you delay those withdrawals by another week and it becomes FALSE THAT YOU PAY UP TO 4000 euros a week.

But I'll prove it to you.

I've just made a withdrawal of 1000 euros.

I'll make another one tomorrow.

I'll make a printout of these two withdrawals tomorrow and send it to you, and then we'll see what happens.

Without further ado

R. V.

Mas de acordo com que limites diários?

limites diários de quem?

porque os meus NUNCA FORAM ASSIM ULTRAPASSADOS.

eu, como vip 3, posso solicitar o levantamento de 1000 euros por dia, até ao limite máximo semanal de 4000 euros.

mas se eu fizeram estes levantamentos, respeitando estas regras, vocês quando me pagam o primeiro levantamento, devolvem os restantes à conta.

o que deviam fazer era pagar um, deixar lá os restantes pedidos a ganhar vez para o dia seguinte.

cado contrário atrasam esses levantamentos mais uma semana e passa a ser FALSO QUE PAGAM até 4000 euros por semana.

Mas eu vou provar- vos isto.

Acabei de fazer um levantamento de 1000 euros.

Amanha farei outro.

Vou fazer um print desses dois levantamentos amanhã e enviar-vos, e logo vamos ver o que vai acontecer.

sem mais

R. V.

Here it is.

I have two withdrawals of 1000euros each.

one made on 28/07 and the other on 29/07.

I haven't exceeded the daily withdrawal limit.

I haven't exceeded the weekly withdrawal limit.

When they pay me the one from the 28th, they can't cancel the one from the 29th. They can pay the next day.

Otherwise they'll delay a LEGITIMATE withdrawal under your rules for another week.

Let's wait.

if they do it again, i won't play in this casino anymore.

without further ado

R. V.

Aqui está .

Tenho dois levantamentos de 1000euros cada.

um feito a 28/07 e outro a 29/07.

Nao excedi limite diário de levantamento.

Nao excedi limite semanal de levantamento.

Quando me pagarem o do dia 28, nao podem anular o do dia 29. Podem sim pagar no dia seguinte.

caso contrário atrasam um levantamento LEGÍTIMO NAS VOSSAS REGRAS por mais uma semana.

vamos aguardar.

se o fizerem outra vez, nao jogo mais neste casino.

sem mais

R. V.

Dear Mariavvv,

I hope you're doing well. Could you please provide an update on the current situation? Were your recent withdrawals processed smoothly this time, or did you encounter the same issues as before?

Looking forward to your response.

Yesterday, August 3rd, they paid me the withdrawal I made on July 28th.

But they canceled and returned to the account the one I made on July 29.

in other words, they don't accept more than one withdrawal per week.

each withdrawal was 1000euros.

I didn't even reach the maximum daily limit, nor the weekly one.

That's a shame.

I had to make another withdrawal yesterday of the amount I had written off.

in other words, everything was delayed again.

thank you

Ontem, dia 3 de Agosto pagaram me o levantamento que fiz no dia 28 de julho.

mas voltaram a anular e a devolver à conta o que fiz no dia 29 de julho.

ou seja não aceitam mais do que um levantamento por semana.

cada levantamento era de 1000euros.

Nem sequer atingi o limite máximo diário, nem o semanal.

lamentavel.

tive de fazer novo levantamento outra vez ontem do montante anulado.

ou seja, foi tudo novamente atrasado.

obrigada

Dear Mariavvv,

Thank you for keeping us updated. Could you please clarify the remaining balance available for withdrawal?

Dear Spinaro Casino,

Could you kindly provide more detailed information regarding the situation? Specifically, why are withdrawal requests consistently being cancelled? Is it correct that only one active withdrawal request can be processed at a time? If so, could you advise on the best way for the player to proceed within the stated withdrawal limits?

Thank you for your assistance.

It's not worth it, the time they take to reply is too long.

I'M LEAVING THE GAME FOREVER.

I would like to know if you can SELF-EXCLUDE ME FROM ALL THE CADINOS IN THE WORLD.

that's all I care about right now

thank you

Na Vale a pena, o tempo que demoram a responder é muito longo.

VOU DEIXAR O JOGO PARA SEMPRE.

gistava de saber se vocês me podem AUTOEXCLUIR DE TODOS OS CADINOS DO MUNDO.

so isto me interessa agora

obrigada

Hello,

Thank you for the opportunity to provide further clarification.

We are pleased to confirm that the latest withdrawal requests have been successfully approved and should already have reached your account.

We would also like to confirm that there are no withdrawals awaiting processing and no active funds remaining in the account.

If you have any additional questions or concerns, our support team is always ready to assist via chat or email.

We trust these measures demonstrate our ongoing commitment to transparency and providing a seamless experience for users.

Thank you for your continued understanding and cooperation.

Best regards,

Spinaro Team

Dear Spinaro Casino,

Thank you for your clarification and for this important update.

Dear Mariavvv,

Could you please confirm whether you have now received all the remaining funds from your account?

Thank you.

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

Dear Mariavvv,

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,

Kubo