Spinanga Casino - Ο παίκτης αντιμετωπίζει μια καθυστερημένη απόσυρση.

Good evening,

I requested a withdrawal of 1,050 euros about a week ago. The casino's site states that withdrawals are completed within three working days, which is not being upheld.

I would like my money immediately.

Καλησπέρα σας,

Έχω ζητήσει ανάληψη ποσού 1.050 ευρώ εδώ και περίπου 1 εβδομάδα. Στο site του καζίνο αναφέρει ότι οι αναλήψεις ολοκληρώνονται έως τριών εργάσιμων ημερών κάτι το οποίο δεν τηρείται.

Θα ήθελα τα χρήματά μου άμεσα.

Dear pgian,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

I have not been asked for account verification. The issue is that on their site they state that withdrawals are made within three working days. Something that has of course passed. I am not willing to wait 14 days. The casino obviously loses its credibility and thus its customers.

Δεν μου έχουν ζητήσει επαλήθευση λογαριασμού. Το θέμα είναι ότι μέσα στο site τους αναφέρουν ότι οι αναλήψεις πραγματοποιούνται εντός τριών εργάσιμων ημερών. Κάτι το οποίο φυσικά έχει παρέλθει. Δεν είμαι διατεθειμένη να περιμένω 14 ημέρες. Το καζίνο προφανώς και χάνει την αξιοπιστία του οπότε και τους πελάτες του.

I would also like to point out that I have sent an e-mail to support@spinanga.com since 3 days but of course I didn't get any reply.

Επίσης θα ήθελα να επισημάνω ότι έχω στείλει e-mail στο support@spinanga.com εδώ και 3 ημέρες αλλά φυσικά δεν πήρα καμία απάντηση.

I understand your frustration with the delay in processing your withdrawal request. However, according to our policy, players are typically required to wait for up to 14 days for their withdrawal to be processed.

In most cases, winnings are received within this timeframe, provided there are no issues with the player's gameplay or account.

Thank you for your understanding.

Dear pgian,

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.