Spinanga Casino - O jogador enfrenta um problema de retirada atrasada.

Good afternoon. I played their games and won 350 euros. I have been waiting for my withdrawal for more than 14 days. They keep saying the same thing in the chat. Be patient and that's all. I think they are cheating me and just don't want to pay me. Please help me.

Dear labonpoker,

Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing.

To better assist you, could you please provide the following information:

• Was your account successfully verified already?
• Was this your first withdrawal attempt at this casino?
• Did you accumulate your winnings with or without an active bonus?
• Which payment method did you choose to withdraw your winnings?

If there's any relevant communication, please forward it to petronela.k@casino.guru. 

It's common for withdrawals to take some time to process, often ranging from a few days to a couple of weeks. Therefore, we recommend waiting at least 14 days after requesting a withdrawal before submitting a complaint. Assuming you've successfully completed the KYC verification and had your withdrawal approved, it's likely just a matter of time before you receive your funds.

We appreciate your cooperation and look forward to resolving this issue for you. Thank you in advance for your reply.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear labonpoker,

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.

Yes my acooun completed

yes this is my first withdraw

I not use bonuse

usdt trc 20

Thank you very much, labonpoker, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (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.  

Hello labonpoker,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Spinanga Casino’s representatives to join this discussion in order to resolve this issue.

Dear Spinanga Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear customer,

Please be informed that account verification is required, in order for us to process your withdrawals, the account verification is required. We have requested several documents to be uploaded via the Verification page of your account.

We are expecting your return.

Sincerely,

Spinanga Team

Dear labonpoker,

Have you already completed your verification process? Do you have any other updates regarding this case?

They are lying! They didn't ask for anything! I didn't receive any email! Where should I send my documents?

Dear labonpoker,

Please note that account verification is a standard procedure in the casino industry.

As previously mentioned by the Spinanga Casino Team, you are required to upload your documents via the Verification page on your account. Should you encounter any difficulties, please reach out to the casino's customer support, and I'm sure they will be more than happy to assist you with any questions or concerns you may have.

Dear labonpoker,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.