Spinational Casino - Η ανάληψη των κερδών του παίκτη καθυστέρησε.

Dear Casino Guru Team,

I would like to file a complaint against Spinational Casino because they are not paying out my winnings of HUF 21,250.

On 25.11.2025, I submitted a withdrawal request, which was denied after about a week without explanation.

I submitted the payment again on 12/02/2025, but there has been no payment since then.

Importantly, the casino did not ask me for any documents, so there is no authentication issue.

I previously deposited with a Revolut bank card (approx. 15,000 HUF), the transaction was successful, and my game balance was credited correctly.

The casino does not provide clear information and delays the payment without justification.

I am asking for your help in resolving this matter because the casino is not cooperative and is withholding my winnings.

Thank you in advance for your help.

Tisztelt Casino Guru csapat,

Szeretnék panaszt tenni a Spinational Casino ellen, mert a 21250 Ft összegű nyereményem kifizetését nem teljesítik.

2025.11.25-én beadtam egy kifizetési kérelmet, amit kb. egy hét után indoklás nélkül meghiúsítottak.

2025.12.02-án újra beadtam a kifizetést, azonban azóta sincs teljesítés.

Fontos, hogy a kaszinó semmilyen dokumentumot nem kért tőlem, tehát nem a hitelesítéssel kapcsolatos probléma áll fenn.

Revolut bankkártyával fizettem be korábban (kb. 15 000 Ft), a tranzakció sikeres volt, a játék egyenlegemet rendben jóváírták.

A kaszinó nem ad világos tájékoztatást, és a kifizetés teljesítését indoklás nélkül halogatja.

Kérem segítségüket az ügy rendezésében, mert a kaszinó nem együttműködő, és a nyereményemet visszatartja.

Előre is köszönöm a segítségüket.

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear DianaG,

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

Dear DianaG,

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.

Dear DianaG,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru