Spinaro Casino - A retirada do jogador está atrasada e a experiência da conta não é satisfatória.

Good morning. Since the 4th of November, I've had a withdrawal pending. However, after a week, it was canceled, and no email was sent to explain why. I contacted the chat support, and they told me I needed to take a selfie with my ID card. I didn't understand because I had made withdrawals before. I sent the selfie. In the chat, no one helps or does anything. They have always been slow to pay, but never like this time. I just want to receive my money and close the account. I am having a horrible experience at this casino; it's a lack of respect for the customer! Thank you.

Bom dia. Desde o dia 4 de Novembro que tenho um levantamento pendente. Entretanto, passado uma semana foi cancelado e nem enviaram um email a explicar, entrei em contacto com o chat e disseram-me que tinha que tirar uma selfie com o meu cartão de cidadão. Não percebi, pois já fiz levantamentos anteriores. Enviei a selfie. No chat ninguém ajuda nem faz nada. Sempre demoraram a pagar, mas nada como desta vez. Só quero receber o meu dinheiro e fechar a conta, estou a ter uma experiência horrível neste casino, é uma falta de respeito com o cliente! Obrigada

Dear arsm26,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with your withdrawal process and communication at the casino.

To help us better understand and assist with your case, could you please provide a bit more information?

• When you submitted the selfie with your ID card, did you receive any confirmation from the casino that they received it?
• Has the casino given you any timeframe for when the verification or withdrawal process might be completed?
• Have you had any additional communication with the support team since the selfie was submitted? If so, could you share any responses you received?

Could you also forward any relevant correspondence, such as chat transcripts or emails, related to your withdrawal process? If you have any documents to share, please feel free to send them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Good afternoon. I haven't received anything about the selfie. And since I haven't received anything, I contacted the chat again, where I was told that the selfie wasn't taken properly. What really annoys me is that if I didn't ask, I'd be waiting and nobody told me that the selfie wasn't right. In the meantime I uploaded the photo again and it was accepted, but this was all in the chat, I didn't receive any information that it was correct, but in the chat they said yes, that the account was now verified, and that I had to wait for the withdrawal to be processed. They say it takes 72 hours, but on the 4th it took 72 hours, and after a week they canceled the withdrawal. I don't have anything recorded, but from now on I'll save the chat conversations.

Thank you

Boa tarde. Não recebi nada em relação à selfie. E como não recebi entrei novamente em contacto com o chat, onde me disseram que a selfie não estava bem tirada. O que me deixa mesmo chateada, é que se eu não perguntasse ía ficar à espera e ninguém me disse que a selfie não estava bem. Entretanto voltei a carregar a foto e foi aceite, mas isto tudo foi no chat, não recebi nenhuma informação que estava correta, mas no chat disseram que sim, que a conta agora estava verificada, e que tinha que aguardar pelo processamento do levantamento. Dizem que são 72h, mas já no dia 4 eram 72h, e ao fim de uma semana cancelaram o saque. Não tenho nada gravado, mas a partir de agora vou guardar as conversas no chat.

Obrigada

Thank you very much, arsm26, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you arsm26 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinaro Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Good morning. I don't know if it was because you asked the Casino for an explanation, but what is certain is that the payment has just been made. Thank you for everything

Bom dia. Não sei se foi por terem pedido explicação ao Casino, mas o que é certo é que o pagamento foi realizado agora mesmo. Obrigada por tudo

Dear arsm26,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter