Spinanga Casino - Povlačenja igrača su odložena.

Hello, I have three outstanding payouts of €500 each.

None of the payments have been processed yet.

Almost three weeks have passed, so I would like to ask you to help me with this matter.

First payment: March 21, 2026

2nd payment 22.03.2026

3rd payment 24.03.2026

each with €500.

I have contacted the live chat several times, but I always get the standard answers that the relevant department has been informed about the delay.

Guten Tag ich habe drei offene Auszahlungen mit jeweils 500€.

Keine der Auszahlungen wurde bis jetzt bearbeitet.

Es sind jetzt fast 3 Wochen vergangen daher würde ich sie bitten mir bei dieser Angelegenheit zu helfen.

1.Auszahlung 21.03.2026

2.Auszahlung 22.03.2026

3.Auszahlung 24.03.2026

jeweils mit 500€.

habe mich auch schon mehrfach an den livechat gewandt man bekommt aber immer die Standardantworten das die entsprechende Abteilung über die Verzögerung in Kenntnis gesetzt wurde.

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 that, do not share any information.

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 Nika264224,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Good day

No, these are my first payouts.

Verification is not required at this time.

There is no active bonus.

Guten Tag

Nein das sind meine ersten Auszahlungen.

Eine Verifizierung ist bis jetzt nicht erforderlich.

Es ist kein aktiver Bonus aktiv.

Still haven't received anything.

Exactly 3 weeks have now passed.

Bis jetzt immer noch nichts erhalten.

Sind jetzt genau 3 Wochen vergangen.

That's from yesterday, but those are always standard answers; I received the same message earlier in the week.

das ist von gestern, aber das sind immer Standard Antworten dasselbe wurde mir auch schon davor die Woche geschrieben.

Hello Kristina,

Unfortunately, there has still been no progress; I hope you can help me.

Hallo Kristina,

leider gibt es immer noch keine Fortschritte, ich hoffe das sie mir weiterhelfen können.

Good day,

So, almost four weeks have passed now, and I still haven't received anything.

I continue to receive standard answers in the live chat.

This should not happen; according to the terms and conditions, payment should be made within a few working days, not 4 weeks.

It would be great if Kristina from Casino Guru could help me in this case.

Guten Tag,

also es sind jetzt fast 4 Wochen vergangen, ich habe immer noch nichts erhalten.

Im livechat erhalte ich weiter Standardantworten.

sowas darf nicht sein laut agbs sollte die Auszahlung innerhalb weniger Werktage erfolgen und keine 4 Wochen.

es wäre schön wenn Kristina von Casino Guru mir in diesem Fall weiterhelfen könnte.

Thank you for your reply, Nika264224. Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

Additionally, if there is any other relevant correspondence between you and the casino, please forwrad it to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Good day,

So the payments have been pending for 4 weeks.

They have not yet been processed.

I just asked again in the live chat, and the answers are always the same.

Guten Tag,

also die Auszahlungen sind seit 4 Wochen als ausstehend.

sie wurden noch nicht bearbeitet.

Ich habe eben nochmals im livechat nachgefragt, die Antworten sind immer dieselben.

Hello, this is a screenshot of today's live chat history.

I keep getting the same answers, and it's been going on for 4 weeks.

To me, it looks like a delaying tactic.

I hope they will advocate for me so that I finally receive my payments.

hallo das ist ein Screenshot von dem Live Chat Verlauf von heute

Ich erhalte immer dieselben Antworten, und das schon seit 4 Wochen.

Für mich sieht es nach einer Hinhaltetaktik aus.

ich hoffe das sie sich für mich einsetzen, das ich endlich meine Auszahlungen erhalte.

Dear Nika264224,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Nika264224,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Spinanga Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Spinanga Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Good day Samuel

It has now been over 4 weeks and there is still no news.

I'm still waiting for my payouts.

guten Tag Samuel

es sind jetzt über 4 Wochen vergangen, es gibt immer noch nicht neues.

Ich warte immer noch auf meine Auszahlungen.

Dear Nika264224,

Thank you for bringing this to our attention.

Kindly be informed that we have already reached out to the relevant department to review your account and the status of your withdrawal requests. We are working to provide you with a clear update as soon as possible.

We appreciate your patience while we look into this for you.

Best regards,

Spinanga Casino Team

Hello everyone,

thank you, Spinanga Casino, for the update.

Dear Nika264224, thank you for your message as well. For now, we will wait for the casino’s further review and their next update regarding your withdrawals.

Once they come back with more information, we will see what the next steps will be.

Dear Nika264224,

Thank you for your patience.

We would like to inform you that your account is currently undergoing a standard verification procedure. We have sent you a detailed email regarding the specific documents required to move forward with this process.

Please check your inbox and reply to that email with the requested information at your earliest convenience. Once we have received your response, the relevant department will be able to proceed with the review of your account and pending requests.

Thank you for your cooperation.

Best regards,

Spinanga Casino Team

Hello everyone,

Dear Spinanga Casino, thank you for the update.

Dear Nika264224,

please check the email from the casino and provide the requested documents so the verification process can continue and your withdrawals can be reviewed without further delay.

Once you have submitted everything, let me know if there are any further issues or updates.

Good day,

After 4 weeks, I received the email today to verify my account.

I sent the requested documents to the casino via email today.

Guten Tag,

nach 4 Wochen habe ich heute die email erhalten zur Verifizierung meines Kontos.

Ich habe die angeforderten Dokumente heute per email an das Casino gesendet.

Hello Nika264224,

thank you for the update.

That’s good to hear, now that you’ve submitted the requested documents, we will wait for the casino to review them.

Dear Spinanga Casino,

please confirm once the documents have been received and let us know if everything is sufficient or if anything further is required to complete the verification and proceed with the withdrawals.

Thank you both for your cooperation.

Good day Samuel

I just wanted to let you know that there's still no progress.

I don't understand why it takes so long for the payouts to be processed.

Five weeks have now passed.

I have also sent the documents for verification.

Guten tag Samuel

ich wollte ihnen nur Bescheid geben das es immer noch keine Fortschritte gibt.

Ich verstehe nicht warum es solange dauert bis die Auszahlungen bearbeitet werden.

Es sind jetzt 5 Wochen vergangen.

Die Dokumente für die Verifizierung habe ich auch geschickt.

Dear Nika264224,

We understand your concern regarding the timeframe of your request.

Please be assured that your documents are currently under review by our verification team.

We have flagged your case for priority handling to ensure the process is completed as quickly as possible.

Once the verification is finalized, we will proceed with the next steps regarding your payouts.

Thank you for your patience.

Best regards,

Spinanga Casino Team

Hello everyone,

thank you for the updates.

Dear Nika264224, I understand your frustration, especially given the length of the delay. Five weeks is already a considerable amount of time for both verification and payout processing.

Dear Spinanga Casino, thank you for the update and for prioritizing the case.

Please confirm an estimated timeframe for completing the verification process. Additionally, once the verification is finalized, kindly clarify how long it will take for the pending payouts to be processed.

I will wait for your update.

Good day Samuel,

I agree, it's been almost 7 weeks already.

That's a very long time.

Something like that shouldn't happen in a casino like this.

Guten Tag Samuel,

das finde ich auch es sind jetzt schon fast 7 Wochen vergangen.

Das ist schon eine sehr lange Zeit.

Sowas darf einem solchen Casino nicht passieren.

Good day Samuel

I just wanted to give an update, so my email is no longer being answered.

To me, it looks like a stalling tactic.

Which casino makes you wait 7 weeks for your payouts? That strikes me as highly unprofessional.

First, I had to wait 4 weeks until I received an email for verification, even though I had always asked beforehand if any further documents were needed.

And almost three weeks have passed since I sent all the documents.

Guten Tag Samuel

ich wollte nur ein Update geben, also auf meine email wird auf nicht mehr geantwortet.

Also für mich sieht es nach einer hinhalte Taktik aus.

Bei welchem Casino muss man 7 Wochen auf seine Auszahlungen warten, das ist für mich höchst unseriös.

Erstmal musste ich 4 Wochen warten bis ich eine email erhalten habe zur Verifizierung, obwohl ich vorher schon immer gefragt hatte ob noch Dokumente benötigt wurden.

Und Seitdem ich die Dokumente alle geschickt hatte, sind auch schon wieder fast 3 Wochen vergangen

Dear Nika264224,

We acknowledge that the verification process and the subsequent administrative review required more time than initially expected. We appreciate your cooperation throughout this period.

Please be advised that following this review, a decision has been made that your account will remain closed. This action is taken in accordance with our Terms and Conditions, Section 3.9: "We reserve the right to deny opening of an account or close an existing account without prior notice or justification."

However, we can confirm that the verification of your documents has been finalized. As a result, your previously pending withdrawal requests have been approved.

Furthermore, the payout of your remaining balance is already being processed via bank transfer.

Please allow the necessary time for the banking systems to process these transactions.

Best regards,

Spinanga Casino Team

Good day

I would like to inform you that I have received three payments; only the payment of my remaining balance of €195 is still missing.

After that, the matter would be closed for me.

guten tag

ich möchte Bescheid geben das ich drei Auszahlungen erhalten habe, es fehlt jetzt nur noch die Auszahlung meines restguthabens Höhe von 195€.

danach wäre der Fall für mich erledigt.

Hello everyone,

thank you both for the updates.

Dear Spinanga Casino,

thank you for confirming that the withdrawals were approved and processed.

Dear Nika264224,

I’m glad to hear that you have already received most of the payments and that only the remaining €195 is still pending.

Since the remaining payment is being processed via bank transfer, I would recommend giving it a little more time to arrive. Bank transfers can sometimes take a few additional business days to be completed. Please keep me updated once the payment arrives. If there is no progress for a longer period of time, let me know here and I will look into it further.

Thank you both for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Nika264224,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel