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Formal Complaint Against Spinalto – €2,000 Withdrawal Not Processed…

I am filing this complaint against Spinalto because my withdrawal of €2,000 has still not been processed, despite my account being fully verified and the casino having confirmed my verification in writing.

Background

I deposited €1,000 of my own money and played without using any bonus funds. My current real-money balance is €2,000.

I requested a withdrawal of the full €2,000 to my bank account.

My account is fully verified. Spinalto has explicitly confirmed this to me in writing. There are no outstanding verification requirements that I am aware of.

Withdrawal problem

My withdrawal has remained in "Pending" status for several days.

Spinalto advertises a processing time of 48 hours. This timeframe has now passed, but my withdrawal has still not been approved or paid.

I have contacted customer support repeatedly through the live chat. Every time, I receive essentially the same response:

There is a high volume of withdrawal requests.

The finance department is experiencing a heavy workload.

Withdrawals are processed according to a queue.

I should continue waiting for confirmation.

Despite repeatedly asking for a specific explanation and payment date, nobody has provided a clear answer.

The support team has also repeatedly closed my live chats without resolving the issue.

I subsequently submitted a formal complaint by email, but I have still not received a satisfactory explanation.

What concerns me

My account is fully verified, I am withdrawing my own legitimate real-money balance, and I have complied with the casino’s verification requirements.

I understand that occasional processing delays can occur. However, repeatedly blaming a high volume of withdrawals without providing any concrete information is unacceptable.

I have no confirmation that my withdrawal has actually been approved or that a payment instruction has been issued.

This situation has completely destroyed my trust in Spinalto. I will not play at this casino again.

What I am requesting

I kindly ask Casino Guru to investigate this case and help me obtain:

The immediate processing and payment of my full €2,000 withdrawal.

A clear explanation for the delay.

Confirmation that there are no additional requirements or restrictions preventing payment.

I can provide screenshots of my withdrawal, written confirmation of my account verification, and the complete correspondence with Spinalto’s support team.

I hope Casino Guru can help resolve this matter because I have been unable to obtain a meaningful response directly from the casino.

Thank you for your assistance.

Important notice:

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Stay safe.

Dear Felby7,

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

Hello Casino Guru Team,

Thank you for your response.

I understand your 14-day waiting policy. However, I would like to point out that my situation is particularly concerning.

My Spinalto account has been fully verified, and I have received written confirmation of this from the casino.

My withdrawal of €2,000 has been pending since the day I requested it. The casino stated that withdrawals are processed within 48 hours, but this timeframe has already passed.

I have contacted Spinalto support numerous times. Every representative gives me the same generic response, claiming that the finance department is overloaded due to a high volume of withdrawal requests.

Nobody can tell me whether my withdrawal has actually been reviewed, whether my winnings have been approved, or when my money will be paid.

My live chats are repeatedly closed without any resolution.

I would therefore like to ask:

Can you keep my complaint open until the 14-day period has passed?

Can you clarify whether Spinalto must approve my withdrawal before your team can intervene?

Can you help me if the casino continues to leave my withdrawal in pending status without providing any explanation?

I have deposited €1,000 of my own money and am simply trying to withdraw my current balance of €2,000.

I am very concerned about this situation and would appreciate your assistance.

Thank you for your help.

Kind regards

Hello Casino Guru Team,

I would like to inform you that I have now received the full €2,000 withdrawal in my bank account.

Therefore, the issue has been resolved, and I would like to close my complaint.

I would also like to thank your team for your assistance.

However, I want to emphasize how disappointing the entire experience with Spinalto was.

The casino repeatedly provided identical standard responses, blamed delays on a high volume of withdrawals, and closed my live chats without providing any meaningful information.

What makes the situation even more disappointing is that I did not even receive an email confirming that my withdrawal had been processed. The money simply arrived in my bank account without any notification.

Although I have finally received my money, I have completely lost my trust in Spinalto and will not be playing there again.

Thank you for your support.

Kind regards