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$400 Withdrawal Not Paid After 20 Days – Still Pending Without Action

Casino: Spinanga

Amount: $400 NZD

Date of Withdrawal Request: 08/07/2025

Withdrawal ID: 408868633

Payment Method: Litecoin

Country: New Zealand

Complaint:

I submitted a $400 NZD withdrawal request to Spinanga Casino on 08 July 2025 via Litecoin. As of today (28 July 2025), I have not received the funds. The status still shows as "Processing," and the casino has failed to complete the transaction.

I have contacted Spinanga support over 10 times across live chat and email. Each time, I’ve been told:

The withdrawal is approved

There are no holds or issues on my account

The matter has been escalated to the Finance Department

I will be "notified when it is processed"

They are experiencing "high volumes" and cannot give a date

However, they have never provided a transaction ID, a confirmation of payment, or any real progress. I have received only copy-paste replies, and the withdrawal has now been pending for over 20 days.

I’ve made every effort to resolve this directly with the casino, remaining polite and patient, but I’m now forced to escalate publicly as there’s been no resolution, no transparency, and no funds received.

I’m requesting that Casino Guru assist in resolving this issue, either by prompting the casino to finalise the withdrawal or by advising next steps for formal complaint through licensing channels.

I have full documentation, including support transcripts and screenshots, and can provide them if needed.

Thank you.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Veronika,

Thank you for your reply and for looking into this complaint. I appreciate the chance to clarify everything.

Here are the answers to your questions:

1. Have you made any successful withdrawals before?

No, this was my first and only withdrawal request on Spinanga. I requested a $400 withdrawal via Litecoin on 08 July 2025. The withdrawal ID is 408868633, and it has remained in "Processing" status since then with no progress.

2. Have you passed KYC verification?

I have not been asked to complete KYC at any point. The system did not prompt any verification process, and support has never indicated that any documents were required. In fact, they’ve repeatedly confirmed that there are no account holds, verification issues, or blocks preventing the withdrawal.

3. Have you accumulated your winnings with or without an active bonus?

I deposited $20 on 08/07/2025, and I did receive free spins as part of a deposit bonus (likely an automatic welcome bonus). However, a few important notes:

The bonus does not appear at all in my Bonus History (I’ve attached a screenshot showing "No history found for this period").

There were no visible bonus terms presented at the time of the deposit or gameplay.

I was able to play, win, and submit a withdrawal with no restrictions or warnings about wagering requirements or bonus conditions.

I have contacted support over 10 times and they have never once mentioned bonus terms or violations as a reason for the delay. They consistently stated that the withdrawal was approved and that there were no issues on my account.

For transparency, I’ve attached screenshots of:

My Bonus History (showing no active or past bonus for July)

My Payment History (showing the $20 deposit and the $400 pending withdrawal)

Summary:

I’ve acted in good faith and followed all normal steps. I wasn’t aware of any bonus conflict, and the casino has never raised that as an issue. At this stage, the only response I continue to receive is that the payment is delayed due to high volume — and that has now gone on for more than 20 days.

Please let me know if you need anything else from me to help move this forward.

Best regards,

G-Wizz

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the delay in processing your withdrawal at veronika.f@casino.guru. Thank you for your cooperation.

Thank you,

I’ve sent an email with all relevant documents as requested.

Regards,

G-Wizz

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

Dear G-Wizz,

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,

Veronika