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.

I just don't get any more payouts.

I don't understand why the casino doesn't stick to their own terms and conditions. They state that a withdrawal will be processed within 72 hours. I've been waiting for over 8 days again without a withdrawal

Ich bekomme einfach keine weiteren Auszahlungen.

Ich verstehe nicht wieso das Casino sich nicht an ihre eigenen AGBs hält. Dort ist angegeben dass eine Auszahlung innerhalb 72 Stunden bearbeitet wird. Ich warte schon wieder über 8 Tage ohne Auszahlung

Still no payout received...

Spinanga Casino, why are you not processing my withdrawals? It is a new month and already last month, thanks to your delaying tactics, it was not possible to reach the monthly limit of €7000 that you stated.

Immer noch keine Auszahlung erhalten...

Spinanga Casino, warum führen sie meine Auszahlungen nicht aus? Es ist ein neuer Monat und bereits letzten Monat war es dank ihrer Verzögerungstaktik nicht möglich das von Ihnen angegebene Monatlimit von 7000€ zu erreichen.

Dear Spinanga Casino,

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

Still haven't received any further payment.....

Why are no withdrawals being made? The behavior of Spinanga Casino is extremely unprofessional

Nach wie vor keine weitere Auszahlung erhalten.....

Warum werden keine Auszahlungen ausgeführt? Das Verhalten von Spinanga Casino ist extrem unprofessionell

Spinanga's terms and conditions state that I can withdraw €7,000 per month. I expect to receive this amount. What Spinanga is doing here is fraud. I haven't received a single withdrawal in 20 days. How can the high rating be justified?

Die AGBs von Spinanga besagen dass ich 7000€ pro Monat auszahlen darf. Ich erwarte dann auch dass ich diesen Betrag erhalte. Das was Spinanga hier veranstaltet ist Betrug. Ich habe keine einzige Auszahlung seit 20 Tagen erhalten. Wie kann die hohe Bewertung gerechtfertigt sein?

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.

Dear Anika1988,

We would like to inform you that we are looking into your request.

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

Dear Anika1988,

Could you please confirm, if you have received any withdrawals since casino's last message?

I received €1500. Unfortunately, the casino does not adhere to its own terms and conditions. Payouts do not take 72 hours to be processed, but several weeks... I don't think it's okay to lie to players like that.

I've been waiting for over a week for new payouts. The monthly limit of €7000 is impossible to reach because payouts are only made every 2 weeks.

Ich habe 1500€ erhalten. Leider hält sich das Casino aber keineswegs an die eigenen AGBs. Auszahlungen dauern nicht 72 Stunden sondern mehrere Wochen um ausgeführt zu werden... Ich finde das ist nicht ok die Spieler so zu belügen.

Ich warte jetzt schon wieder über eine Woche auf neue Auszahlungen. Das Monatlimit von 7000€ ist unmöglich zu erreichen weil Auszahlungen einfach nur alle 2 Wochen ausgeführt werden.

Dear Anika1988,

Could you please specify, how much of the remaining disputed amount hasn't been paid out yet?

Thank you.

There is still €4800 outstanding. The casino's terms and conditions, which state that I can withdraw €7000 per month, are not being adhered to by the casino.

Es sind immer noch 4800€ ausstehend. Die AGBs des Casinos welche besagen dass ich 7000€ pro Monat auszahlen kann werden nicht eingehalten vom Casino.

Absolutely nothing is happening!!

It can't be true that a casino that treats players like this has an almost perfect rating here

Es tut sich absolut nichts!!

Das kann doch nicht wahr sein dass ein Casino dass sich so gegenüber Spielern verhält hier eine fast perfekte Bewertung hat

Dear Spinanga Casino,

Could you please clarify, why the player's withdrawals are being paid out slower than according to payout limits? Can something be done to speed up the withdrawal process? Would different withdrawal method with faster payouts be available?

Thank you.

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.

Dear Anika1988,

We would like to kindly inform you that withdrawal limits vary depending on your account level, which is determined by your gaming activity within the last 90 calendar days.

It also changes depending on the ratio of your deposits, withdrawals, as well as the bonuses that were received.

The level is automatically calculated by our system, and we are not able to influence the status of any player's account manually.

Your current status (Level 1) allows you to withdraw up to 1 every 24 hours up to a maximum of 3 active withdrawal requests.

Furthermore, please note that the processing of withdrawal requests generally takes at least 3 working days, counting from the day after the request was made or the day of the last withdrawal processed.

Please note that this time frame excludes Saturdays, Sundays and public holidays.

Also, be aware that if you should decide to cancel a withdrawal in progress, the withdrawal process will start over with a future request.

If you have any additional questions don't hesitate to contact us.

Kind Regards,

Spinanga Casino Team

These are all things that you obviously don't even follow yourself.

I have never received a payout after 3 days. Every single payout takes at least 2 weeks and I have to complain to Casino Guru to even get my money.

If you would adhere to your limits according to the terms and conditions, I would have received my money in full, but that is exactly what you are not doing!

The casino terms and conditions state that I can withdraw €7000 per month. Since you only process withdrawals after 2 weeks, it is IMPOSSIBLE for me to even reach this limit. With a lot of luck, you might allow me to withdraw €3000 per month, which is far from the €7000 stated in your terms and conditions!

Das sind alles Sachen die Sie offensichtlich nicht Mal selbst einhalten.

Ich habe nie eine Auszahlung nach 3 Tagen erhalten. Jede einzelne Auszahlung dauert mindestens 2 Wochen und ich muss mich bei Casino Guru beschweren um überhaupt mein Geld zu bekommen.

Würden Sie ihre Limits gemäß AGBs einhalten hätte ich mein Geld schon komplett erhalten, aber genau das halten Sie nicht ein!

Die Casino AGBs besagen dass ich 7000€ pro Monat auszahlen darf. Da Sie Auszahlungen erst nach 2 Wochen bearbeiten ist es für mich UNMÖGLICH dieses Limit überhaupt zu erreichen. Mit viel Glück erlauben Sie mir vielleicht 3000€ pro Monat auszuzahlen was weit von den besagten 7000€ in Ihrem AGBs entfernt ist!

Dear Anika1988,

Can you please send me a screenshot of your withdrawal history?

Thank you.

Hello, here is the history. As you can see, even the payment from 06.02. is still pending. It is not progressing at all as stated in the terms and conditions. This behavior is the very last

Hallo hier ist der Verlauf. Wie sie sehen können ist selbst die Auszahlung von 06.02. noch ausstehend. Es geht überhaupt nicht vorwärts wie in den AGBs angegeben. Das Verhalten ist das aller letzte

Dear Anika1988,

Could you please specify, how much money you have received per month?

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 been able to withdraw an average of €2000 per month because the casino simply leaves the withdrawals pending for so long and does not let me request any more as long as three are outstanding.

Ich habe im Durchschnitt leider nur 2000€ pro Monat auszahlen können weil das Casino einfach die Auszahlungen so lange ausstehend lässt und mich keine weiteren beantragen lässt solange 3 ausstehend sind.

Dear Anika1988,

I understand, it is an unpleasant situation, that the withdrawals take much longer than expected. Since they are coming through regularly, I can only recommend you to remain patient for now.

Could you please specify, how much still hasn't been paid out?

Thank you.

There is still €1,300 outstanding.

Unfortunately, I also can't understand why this casino is rated so highly on Casino Guru. It can't be the service. I'm treated so poorly as a player, and they're doing everything they can to prevent me from paying out. If the casino specifies withdrawal processing times, they should adhere to them, as should the limits. This isn't a short-term delay, but a permanent delay of several weeks for each withdrawal. Who knows if I would have even gotten my money without opening this case with Casino Guru?

Es sind immer noch 1300€ ausstehend.

Leider kann ich aber auch nicht verstehen wieso dieses Casino bei Casino Guru so hoch bewertet ist. An dem Service kann es nicht liegen. Ich werde als Spieler so schlecht behandelt und es wird alles versucht um nicht auszuzahlen. Wenn vom Casino Zeiten für die Bearbeitung von Auszahlungen angegeben sind sollten diese auch eingehalten werden sowie die Limits. Hier handelt es sich nicht um kurzfristige Verzögerung sondern um dauerhafte Verzögerung von mehreren Wochen für jede Auszahlung. Wer weiß ob ich mein Geld überhaupt bekommen hätte ohne diesen Fall bei Casino Guru zu eröffnen

Dear Anika1988,

We would like to kindly apologize for the delay.

Furthermore, we would like to inform you that your last pending withdrawals will be completed as a matter of urgency.

Kind Regards,

Spinanga Casino Team

Dear Anika1988,

Hopefully, these last payments will be processed in shorter period, than the previous ones. Please inform me, when you will receive the remaining withdrawals.

Thank you for your patience.

I received everything. Unfortunately, the specified times and limits weren't adhered to even once. Thanks for your help, Mirka!

Ich habe alles erhalten. Leider wurde sich kein einziges mal an die angegebenen Zeiten und Limits gehalten. Vielen Dank für die Hilfe Mirka!

Thank you for the update, Anika1988.

We are discussing the issue of the delayed payments internally to be able to close the complaint in the most appropriate way and ensure that issues like this will not come up in the future.

Dear Anika1988,

We're glad to hear that your issue has been resolved. We'll go ahead and close the complaint as 'resolved'. However, based on the fact, that the payments have been consistently delayed, not reaching the withdrawal limits stated in the casino's Terms and Conditions, we decided to mark the complaint as 'publicity helped'. Despite the payment being received, we feel the need to inform players about this situation and the approach of the casino.

We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru