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Good morning, I'm having a problem with withdrawals on this site. I made a win, but since I had to respect the daily withdrawal limit, I made three withdrawal requests for €500, the first one on September 22nd. Today, the 29th, all three withdrawals are still being processed. I've contacted their customer service center numerous times, but they always tell me to wait, never giving me a specific date.

Honestly, I'm starting to worry because I have more money to withdraw but at this point I don't know what to do anymore.

can you help me?

Buongiorno ho un problema con i prelievi su questo sito in quanto ho fatto una vincita ma dovendo rispettare il limite di prelievo giornaliero ho effettuato tre richieste di prelievo da 500 euro la prima giorno 22 settembre. Oggi 29 tutti e tre i prelievi sono ancora in elaborazione ho contattato moltissime volte il loro centro assistenza ma mi dice sempre di attendere senza darmi mai una data certa.

sinceramrnte inizio a preoccuparmi perché avrei altri soldi da prelevare ma a questo punto non so più come fare

potete aiutarmi?

Dear player,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Good morning, thanks for the reply, but I didn't mean to see the money in the account. The problem is that not even one withdrawal is being processed yet.

Anyway I will wait as you indicated, thanks and have a good day

Buongiorno grazie per la risposta ma non intendevo di vedere i soldi sul conto, il problema è che ancora non viene elaborato neanche un prelievo .

Comunque attenderó come da voi indicato grazie e buona giornata

Good morning still no news of my money, customer service says that I am late due to the high number of requests but I saw something like that no one can give me a certain date to receive my money I am really starting to worry I think they will never pay

Buongiorno ancora nessuna notizia dei miei soldi, il servizio clienti ki dice che sono in ritardo per l’elevato numero di richieste ma i visto una cosa del genere nessuno mi sa dare una data certa per ricevere i miei soldi sto davvero iniziando a preoccuparmi secondo me non pagheranno mai

Dear Alessia6543,

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.

Good morning, the withdrawals appear to have been processed on the Spinanga website on October 2nd, but to date I have not yet received the money. At this point, I don't know if I can rely on my bank.

Buongiorno i prelievi risultano elaborati sul sito spinanga il 2 ottobre, ad oggi però non ho ancora ricevuto i soldi a questo punto non so se posso dipendere dalla mia banca

Dear player, please allow me to ask you a few questions, so 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?

Could you please clarify when the withdrawals were exactly processed?

Could you please confirm the exact amount you wish to withdraw in total?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Good morning, so I'll update my situation: the first 3 withdrawals were paid after 14 days, now 3 more withdrawals of 500 euros each are pending for a total of 1500 euros requested on October 2nd and I'm still waiting.

The problem is that having made a large win, to be able to withdraw the entire sum having to wait 14 days for 3 withdrawals at this rate it will take several months but the casino has informed me that there is no faster method unfortunately I have no choice but to wait

Buongiorno allora aggiorno la mia situazione: i primi 3 prelievi sono stati pagati dopo 14 giorni ora sono in sospeso altri 3 prelievi da 500 euro ciascuno per un totale di 1500 euro richiesto il 2 ottobre e ancora sono in attesa.

Il problema è che avendo fatto una vincita grossa per riuscire a prelevare l’intera somma dovendo aspettare 14 giorni per 3 prelievi di questo passo ci vorranno diversi mesi ma il casinò mi ha comunicato che non esiste un metodo più veloce purtroppo non mi rimane che attendere

Dear player, to proceed, could you kindly confirm the total amount you wish to withdraw and provide us with any additional details regarding the processing of your withdrawals? If possible, please share your communication with the casino (emails or chat transcripts) so we can better assist you.

I should withdraw a total of 9 thousand euros. I have three pending withdrawals for 1500 but I cannot make other withdrawals or larger withdrawals. I am attaching a conversation with the casino.

Io dovrei prelevare in totale 9 Mila euro ho tre prelievi in sospeso per 1500 ma non posso fare altri prelievi o prelievi più grossi allego conversazione con il casinò

This morning they told me that at least one withdrawal would be paid but still no response

Stamattina mi avevano detto che sarebbe stato pagato almeno un prelievo e invece niente ancora nessun riscontro

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Alessia6543,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawal take so much time to be processed?

Thank you in advance for providing the information.

Dear Alessia6543,

We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals delay.

Your withdrawals request have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,

Spinanga Casino team

Thank you very much for the update!

Could you please make sure the withdrawals are processed as soon as possible? I really appreciate your help and cooperation.

Dear Alessia6543,

please keep me updated about the process of your withdrawals. Thank you

Ok thanks for your cooperation, but I assume you are only talking about the 3 withdrawals currently pending, because as I explained to your colleague I have other withdrawals to do but

I can't get more than three for 500 euros

Ok grazie per la collaborazione, ma presumo si sta parlando solo dei 3 prelievi attualmente in sospeso, perché come spiegavo alla sua collega io avrei altri prelievi da fare ma

nom posso farmi più di tre dà 500 euro

Good morning, update on my complaint:

To date, no withdrawals have been paid.

At the moment, withdrawals blocked by the operator appear on my account.

The service center can't tell me anything, it just says to wait for the department.

you're starting to seriously worry me

Buongiorno aggiornamento sul mio reclamo:

ad oggi ancora nessun prelievo è stato pagato.

in un adesso sul mio account risultano i prelievi bloccati dall’operatore.

il centro assistenza non sa dirmi nulla dice solo di aspettare il dipartimento.

inizi a preoccuparmi seriamente

Another update: things are getting really serious here... Customer service has told me that my withdrawals are blocked by the administration and no one can tell me why... I want someone to give me a clear answer.

otherwise I will be forced to file a complaint

Altro aggiornamento: qui la cosa sta diventando molto grave…. Il servizio clienti mi ha comunicato che i miei prelievi sono bloccati dall’amministrazione e nessuno mi sa dire il motivo…. Voglio che qualcuno mi dia una risposta chiara.

altrimenti sarò costretto a fare una denuncia

Another update: I sent the documents and they tell me they need even more time….. it's just shameful

Altro aggiornamento : ho inviato i documenti e mi dicono che hanno bisogno ancora di più tempo….. è semplicemente vergognoso

Dear Alessia6543,

I completely understand your concerns! Hopefully, the casino will provide us with some clarity on the situation.

Dear Spinanga Casino Team,

Could you please let us know what might be causing the delay in verifying and processing the player’s withdrawal requests? We would greatly appreciate any additional information that could help us better understand the situation.

Thank you very much for your time and assistance.

Dear Alessia6543,

In order to proceed with the withdrawals, as you were already informed by our support, the verification of your account is needed.

Therefore, we respectfully request that you provide us with:

• Photos both sides of your CC 534413******9405 ensuring that the expiry date and Cardholder name must be visible (Please note that in compliance with the security reasons first 6 and last 4 digits of the card number have to be visible, middle 6 digits and CVV covered.)

• A clear photo of both the front and back side of your ID card (unaltered and with all details clearly visible).

Thank you for providing us with the ID, which is now under review.

However, only the back of your credit card has been uploaded, and your edits are covering information that must be visible. 

Thanks for your patience and understanding.

Best Regards,

Spinanga Casino Team

Where do I have to send these documents? My name isn't on this card. What should I do? I wanted you to send me a document from the bank. Before, all these problems didn't exist.

Dove vi devo l’andare questi documenti, il nome non è riportato su questa carta cosa devo fare? Volevo che vi mandi un documento della banca ? Prima tutti questi problemi non c’erano

Dear Alessia6543,

Could you please clarify something for me? The card for which the casino is requesting a photo — does it belong to you, even though your name does not appear on it?

If that is the case, could you please contact your bank and request a document confirming that this card is linked to an account registered in your name?

Thank you very much for your cooperation and understanding.

The card is associated with an account that is jointly held with my husband.

I sent the card again with my document, it is a document from the bank where it is clear that the account in question is jointly held with my husband.

I can't do more than this

La carta è associata ad un conto che è cointestato con mio marito.

ho inviato nuovamente la carta con il mio documento è un documento della banca dove si evince che il conto in essere è cointestato con mio marito

piu di questo non posso fare

Dear Alessia6543,

Thank you for the clarification, I completely understand!

Since it’s a joint account, the casino may request some additional documents to proceed with the verification process, which is quite a common procedure.

Let’s wait for the casino’s response and see how they proceed.

Dear Alessia6543,

Thank you for your cooperation.

You can upload the requested document and the bank declaration relating to the joint account in the verification section of the website.

It's the same section where you uploaded your ID and the back of your credit card.

But please upload again,

Photos both sides of your CC 534413******9405 ensuring that the expiry date and Cardholder name must be visible (Please note that in compliance with the security reasons first 6 and last 4 digits of the card number have to be visible, middle 6 digits and CVV covered.) ,

in addition you can add this Bank document as well.

Best Regards,

Spinanga Casino Team

I tried to send it from the verification section but it says it's processing and it won't let me upload any more.

I sent them to your email address support@spinanga.com

Ho provato a inviarmi dalla sezione verifica ma mi risultato in elaborazione e non me ne fa caricare altri..

io li ho inviati al vostro indirizzo e-mail support@spinanga.com

No one can solve this problem for me.... The site won't let me upload any more documents, it tells me they're being processed... I sent all the documents via email and no one answers me, I don't know what to do anymore, the site support doesn't know anything

Nessuno sa risolvermi questo problema…. Il sito non mi fa caricare altri documenti mi dice che sono in fase di elaborazione… ho inviato tutti i documenti via e-mail e nessuno mi risponde non so più cosa fare l’assistenza del sito non sa niente

Dear Alessia6543,

Thank you for letting us know.

Dear Spinanga Casino Team,

Could you please confirm whether you have received the documents that the player sent to your email address? Have you had a chance to review them?

Please let us know.

This situation is becoming unacceptable: on September 22nd I made a win and as of today, October 14th, I have only managed to withdraw 1000 euros out of 9000... every time there is an excuse not to pay and no one can give me serious answers.

really a disappointment

Questa situazione sta diventando inaccettabile: giorno 22 settembre ho fatto una vincita e ad oggi 14 ottobre sono riuscito a prelevare solo 1000 euro su 9000… ogni volta c’è una scusa per non pagare e nessuno sa darmi risposte serie.

veramente una delusione

Dear Alessia6543,

Your ID was successfully verified, can you please upload again your CC.

Photos both sides of your CC 534413******9405 ensuring that the expiry date and Cardholder name must be visible (Please note that in compliance with the security reasons first 6 and last 4 digits of the card number have to be visible, middle 6 digits and CVV covered.) .

If you go in the verification section now it will be possible for you to upload the document again.

Thank you for your patience.

Kind regards,

Spinanga Casino Team

Ok, I uploaded both the photo of the card as you requested and the bank document since the account is jointly held... now I'm waiting for news.

Ok ho caricato sia la foto della carta come da voi richiesto e il documento della banca visto che il conto è cointestato… ora attendo notizie

Good morning, still no response, I'm still waiting

Buongiorno ancora nessuna risposta sto continuando ad attendere

There are still unacceptable waiting times, it takes two minutes to top up the account, now that I'm trying to withdraw there are a thousand problems and I'm replying after days, I'm really disappointed

Continuano ad esserci dei tempi di attesa inaccettabili, per caricare il conto ci voglio due minuti adesso che sto cercando di prelevare ci sono mille problemi e rispondo dopo giorni sono proprio delusa

Last update the documents were confirmed but the withdrawals were blocked and no withdrawals on day 2 were processed

Ultimo aggiornamento i documenti risultato confermati ma i prelievi risultano bloccati e nessun prelievo di giorno 2 è stato processato

Vegongnaaaa they blocked my account and stole all my money I'm reporting you, you're thieves.

Please help me, they stole a lot of money

Vegongnaaaa mi hanno bloccato l’account e si sono fregati tutti i soldi io vi denuncio siete dei ladri.

aiutatemi vi prego si sono fregati un sacco di soldi

Spinanga Casino Team, can you please let us know what has happened?

What happens now? What can I do since they're not responding anymore?

Adesso cosa succede? Cosa posso fare visto che loro non rispondo più?

Dear All,

We would like to inform you the Player account has not passed the verification procedure on our platform. 

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

T&C 4.1 :

-By opening an account on our Website and by using our Website you warrant that:

<...>

• You are acting on your own behalf

<...>

•  The credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

T&C 9.4 :

- Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...>

• Void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

Unfortunately, based on this, we're forced to decline your claim.

We hope this helps clarify the matter for you.

Best regards,

Spinanga Casino Team

And what do you mean, you're stealing money for this reason... Don't let me use that card and I'll use another one just in my name.

You used an excuse to steal my money and I'm reporting you

E che significa vi fregate i soldi per questo motivo…. Non mi fate utilizzare quella carta e io ne utilizzo un altra solo a nome mio.

avete usato una scusa per fregarmi i soldi e io vi denuncio

Give me the ability to use a card in my name and give me my money

Datemi la possibilità di utilizzare una carta a nome mio e datemi i miei soldi

Casinoguru, can you help me in any way?

Casinoguru voi potete aiutarmi in qualche modo?

Casinoguru, can you help me in any way?

Casinoguru voi potete aiutarmi in qualche modo?

Dear Alessia6543,

Unfortunately, we have to reject your case.

Since you breached the casino’s Terms by using a debit/credit card that does not belong to you, we are unable to intervene further.

This rule is very common in the industry, as casinos must ensure that all payments are made using the player’s own financial means.

I understand that discovering this rule in such a way can be frustrating, and I’m truly sorry for the inconvenience this has caused.