Spinanga Casino - Igrač se suočava sa odloženim procesom verifikacije.

Hello everyone.

Spinanga Casino rejects my account statement every time without any explanation. I've been trying for weeks to finally complete my verification, but it keeps getting rejected. The live chat is no help and claims they are not allowed to tell me why it's being rejected. The live chat says I should respond to the email, but Spinanga has never sent me an email. I'm completely at a loss, and I've seen that the casino has a good rating here. I hope someone can help me here.

Hallo zusammen.

Spinanga Casino lehnt meinen Kontoauszug jedes Mal ab ohne Begründung. Ich versuche seit Wochen meine verifizierung endlich abzuschließen aber es wird dauerhaft abgelehnt. Der live Chat ist keine Hilfe und behauptet er darf mir nicht sagen wieso es abgelehnt wird. Der live Chat sagt ich soll auf die E-Mail antworten, aber spinanga hat mir noch nie eine Email geschickt. Ich bin total ratlos und habe gesehen dass das Casino hier eine gute Bewertung hat. Ich hoffe das man mir hier helfen kann.

Dear Anika1988,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Dominika

Hello, I have submitted the following documents.

passport

bank statement from my bank

facial scan completed

Picture of me with the casino site in the background.

Bank statement from my cryptowallet.

Everything is accepted except the bank statement from my crypto wallet. They just don't want to accept it even though I send exactly what is requested. It is always rejected without explanation and the live chat doesn't help me at all and says they are not allowed to tell me the reasons and that I should follow the instructions, but that is exactly what I have done several times.

I played with a bonus, wagered it and the balance is real money.

Hallo ich habe folgende Dokumente eingereicht.

Reisepass

Kontoauszug von meiner Bank

Gesichtsscan abgeschlossen

Bild von mir mit der Casino Seite im Hintergrund.

Kontoauszug von meinem Cryptowallet.

Es ist alles akzeptiert außer der Kontoauszug von meinem Cryptowallet. Sie wollen es einfach nicht annehmen obwohl ich genau das sende was verlangt wird. Es wird immer abgelehnt ohne Begründung und der live Chat hilft mir überhaupt nicht und sagt er darf mir nicht die Gründe verraten und ich soll den Anweisungen folgen, aber genau das habe ich mehrfach getan.

Ich habe mit Bonus gespielt, diesen umgesetzt und das Guthaben ist Echtgeld.

The bank statement I uploaded contains the deposit to Spinanga, but they always reject it and tell me to upload a bank statement that contains the deposit...

I think they are not even looking at the document properly or want to delay it further

Der Kontoauszug den ich hochgeladen habe enthält die Einzahlung zu Spinanga, aber sie lehnen es immer ab und es heißt wieder ich soll einen Kontoauszug Hochladen der die Einzahlung enthält...

Ich glaube sie schauen sich das Dokument gar nicht richtig an oder wollen es weiter hinauszögern

Dear Anika1988, could you please send the bank statement to my email address (dominika.l@casino.guru)?

Do you want to withdraw your winnings using the same payment method you used for the deposit?

Hello Dominika. I sent you the email with the bank statement.

Yes, I am trying to withdraw to the same address I deposited from.

Hallo Dominika. Ich habe dir die E-Mail gesendet mit dem Kontoauszug.

Ja, ich versuche auf die gleiche Adresse auszuzahlen von der ich auch eingezahlt habe.

Thank you very much, Anika1988, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 Anika1988,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinanga Casino representative to join this conversation.

Dear Spinanga Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Anika1988,

We would kindly request to provide us the requested crypto transaction history from 15.03.24 to 15.04.24, showing deposit to casino account in order to complete the verification as soon as possible.

Thank you in advance.

Kind Regards,

Spinanga Casino Team

Hello spinanga.

I have now uploaded the proof again. Please take a close look at it.

thanks in advance

Hallo spinanga.

Ich habe jetzt nochmals den Nachweis hochgeladen. Bitte schauen Sie ihn sich genau an.

Danke im Voraus

Spinanga has rejected my documents again. Unfortunately, it is not possible to make progress if the requested document is repeatedly rejected.

Spinanga hat schon wieder meine Dokumente abgelehnt. Leider ist es nicht möglich Fortschritte zu erzielen wenn immer wieder das geforderte Dokument abgelehnt wird.

Dear Spinanga Casino,

Could you please clarify, if there is any problem with player's submitted account history?

Thank you.

Hello, it looks like my account is now verified.

Unfortunately, I have not received any payment yet.

Hallo, es sieht so aus das mein Account jetzt verifiziert ist.

Leider habe ich aber noch keine Auszahlung erhalten.

Dear Anika1988,

I am glad it seems like your verification process is completed. Please notify me, when you receive the withdrawals or any updates from the casino.

Thank you.

Dear Anika1988,

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, I have only received 2 payouts of €500 each.

No further payments have been processed since November 9th.

I don't know how I'm supposed to reach the monthly withdrawal limit of €7,000 at this rate....

Ich habe bisher leider nur 2 Auszahlungen zu je 500€ erhalten.

Seit 09.11. wurden keine weiteren Auszahlungen bearbeitet.

Ich weiß nicht wie ich in diesem Tempo überhaupt das monatliche Auszahlungslimit von 7000€ erreichen soll....

The casino simply won't make any more withdrawals. I have had €500 outstanding 3 times for 10 days and I can't request any more withdrawals until they have been paid. The casino's terms and conditions state that the monthly withdrawal limit is €7000. How is it possible to achieve this if the withdrawals are processed so slowly?

Das Casino führt einfach keine weiteren Auszahlungen mehr aus. Seit 10 Tagen habe ich 3x 500€ ausstehend und kann auch keine weiteren Auszahlungen beantragen bis welche bezahlt wurden. In den Casino AGBs steht dass das monatliche Auszahlungslimit bei 7000€ liegt. Wie soll es möglich sein das zu erreichen wenn die Auszahlungen so langsam bearbeitet werden?

Dear Spinanga Casino,

Could you please clarify, if there is any problem with player receiving his withdrawals?

Thank you.

Dear Anika1988,

We are pleased to inform you that your account verification has been completed.

We would kindly request that you remain patient as we endeavour to complete the withdrawals as soon as possible.

Thank you in advance.

Kind Regards,

Spinanga Casino Team

Hello and thanks for the confirmation.

However, your terms and conditions state that I can withdraw €7,000 per month. So far it was only possible to receive €1,000 in 2 weeks. Unfortunately, I am unable to reach the monthly withdrawal limit at this speed.

Hallo und danke für die Bestätigung.

Allerdings steht in Ihren AGBs dass ich 7000€ pro Monat auszahlen kann. Bisher war es nur möglich 1000€ in 2 Wochen zu erhalten. Leider ist es mir in dieser Geschwindigkeit nicht möglich das monatliche Auszahlungslimit zu erreichen.

Dear Anika1988,

We are pleased to inform you that your withdrawal requests have been completed.

We also endeavour to complete the upcoming withdrawal as soon as possible.

Thank you for your cooperation.

Kind Regards,

Spinanga Casino Team

Dear Anika1988,

Could you please confirm, if you have received any withdrawals since your last message?

Unfortunately, I have not received any further payouts for 6 days.

Ich habe leider seit 6 Tagen keine weitere Auszahlungen erhalten.

Dear Spinanga Casino,

Could you please confirm, if there is something that can be done to speed up the withdrawal process?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.