Spinanga Casino - O levantamento dos prémios dos jogadores está atrasado.

Hello , for my last withdrawals I had to submit complaint to Casino Guru after which they got processed after long verification delay. Spinanga has already verified my Canadian passport , address verification and bank documents. Then they asked me why I am logging from my country of vacation and how long I plan to stay there, I provided them ample documents including tax document of Jan 2025 directly downloaded from government website confirms that my status in my country of vacation is Non-resident and shows my vacation address . I also provided tax document directly downloaded from government website of Canada which confirms that my status in Canada is Resident . ( This means my registered address on Spinanaga website will remain Canada ). I also clarified Spinanga that i often travel on vacation to my country of birth ( my country of birth is mentioned on my canadian passport that i provided them ) . I also told Spinanga that i plan to return back to Canada in May or June 2025. I also provided them temporary rental document. ..... Since all documents and clarification are provided , I request Spinanaga to process my new withdrawals of CAD 2250. I have attached supporting email and document

Dear Gemnet,

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.

Hi ( here is the update )

My 3 withdrawals have passed processing timeframe of 3 business days .Amount is CAD 2250. Chat representatives have told me all additional account verification is completed based on additional documents provided. Chat representatives say withdrawal is delayed but cant say when it will be paid

Hello ( see update below )

Please find attached pending withdrawals screenshot . Today i received only one withdrawal requested on 19 Feb of 750 CAD . I still have two pending withdrawals of 750 CAD each ( Total 1500 CAD) that were requested on 20 Feb and 21 Feb.

Note: There is daily withdrawal limit of 750 CAD ( and if 3 withdrawals are pending , more withdrawals cannot be requested )

Dear Gemnet,

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.

Hi

Today i received only one withdrawal requested on 19 Feb of 750 CAD . I still have two pending withdrawals of 750 CAD each ( Total 1500 CAD) that were requested on 20 Feb and 21 Feb.

Hello (Here is the update)

I still want to keep complaint open for reason below , although i have now received pending 3 withdrawals . 

Note: Casino policy is to pay within 3 business days. There is daily withdrawal limit of 750 CAD ( and if 3 withdrawals are pending , more withdrawals cannot be requested ). As per casino rules i can withdraw upto 10,500 CAD monthly , but if i have to wait 2 weeks to get withdrawals then there is no way i can withdraw upto 10,500 CAD every month. So casino shall pay my withdrawals within 3-4 business days then only its possible for me withdraw 10,500 CAD in a month. 

I have requested new withdrawals on 5 March , 6 March and 7 March ( see attached) Which means i should receive all of them next week. If i dont get paid by next week then there is no way i can get payment upto 10,500 CAD in march . 

I want casino guru to help streamline withdrawal payment timings so i can get monthly upto 10,500 CAD

Dear Gemnet,

Let us know when exactly will the newly requested withdrawals arrive.

Will be awaiting your response.

Regards,

Nick

based on spinanga terms i should receive all of them by today. I haven’t received any of them . The delay is simply preventing me make withdrawals upto 10500 CAD in a month

Dear Gemnet,

Have you received any additional withdrawals since your last post?

If still not, we will try to intervene.

Awaiting your response.

Regards,

Nick

Hi Nick

At a time casino allows to have only 3 pending withdrawals of 750 CAD each.( total 2,250 CAD ) I cannot withdraw more until these are paid out . So my pending withdrawals since 5th March are CAD 2,250. I have not received any of the three withdrawals . Its 2 weeks now . This way with too slow withdrawals its not possible to withdraw upto 10,500 CAD a month as mentioned on their website for Level 1 players. see attached my withdrawals screenshot

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

Wish you best luck resolving it.

Regards,

Nick

Dear Gemnet, I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.

Dear Spinanga Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please, specify the current status of the player's withdrawal requests and when Gemnet can expect them to be processed from your side.

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia