Spinanga Casino - Τα κέρδη του παίκτη έχουν καθυστερήσει.

Good evening, about a month ago I opened an account with this casino. I played with all the bonuses and then added my own funds. Eventually, after all that gaming, I won and tried to withdraw 1000 euros (split into 500 and 500 due to withdrawal limitations). It's been 8 days and my winnings still haven't been deposited. I've been in touch with their support team daily and all they tell me is the usual "don't worry" and "we apologize" and "be patient." They say that the financial department is in the last stages of processing but there's been no progress whatsoever. Should I start to worry?

Καλησπέρα πριν περίπου ένα μήνα άνοιξα έναν λογαριασμό σε αυτό το καζίνο έπαιξα όλα τα μπόνους και μετά έβαλα δικά μου λεφτά με τα πολλά κάποια στιγμή κέρδισα και έκανα ανάληψη 1000 ευρώ 500 και 500 καθώς έχει περιορισμό έχουν περάσει 8 μέρες και δεν έχουν μπει τα λεφτά επικοινωνώ καθημερινά με το σαπορτ και μου λένε κλασικά μην ανησυχείς και συγνώμη και κάνε λίγη υπομονή και το οικονομικό τμήμα είναι στο τελευταίο στάδιο της επεξεργασίας και τέτοια αλλά δεν υπάρχει καμία εξέλιξη να αρχίσω να ανησυχώ;

Dear goen2121,

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

It's been 15 days now and the money still hasn't gone into the account something has to be done I can't wait any longer

Έχουν περάσει 15 μέρες πια και τα λεφτά δεν έχουν μπει ακόμη στον λογαριασμό κάτι πρέπει να γίνει δεν μπορώ να περιμένω άλλο

Thank you for the update. Please allow me to ask you a few questions so that I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification? 

What types of games did you play (slots, live casino games, sports betting)?

I have made successful withdrawals at sg cazino it is my first withdrawal at this casino and I have asked to do verification and they told me that it is not necessary

Έχω κάνεις επιτυχίες αναλήψεις στο sg cazino είναι η πρώτη ανάληψη που κάνω σε αυτό το καζίνο και έχω ρωτήσει να κάνω επαλήθευση και μου είπαν πως δεν χρειάζεται

Thank you very much, goen2121, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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 goen2121,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinanga Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Problem solved, withdrawal is complete

Το πρόβλημα λύθηκε η ανάληψη έχει ολοκληρωθεί

Dear goen2121,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru