The player from Austria faced issues with withdrawing her winnings, as the casino did not process her payout and support kept delaying her requests. She also reported a lack of responses to her emails. The Complaints Team intervened and extended the processing timeline, which ultimately led to the player successfully receiving her payout. The complaint was marked as resolved, and the player was encouraged to reach out for further assistance if needed.
Spinanga Casino - Player’s winnings are being delayed.
Amount: €1,400
Spinanga Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.2
Spinanga Casino has a Safety Index of 8.2, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 days ago
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2 weeks ago
Translation
The casino isn't paying out my winnings. I'm constantly being put off by support. Emails aren't being responded to.
Automatic translation:
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Complaint Resolution Center Team Lead
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2 weeks ago
Dear claudi3110,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
- Could you please advise when exactly you requested this withdrawal?
- Have you made any successful withdrawals before?
Thank you in advance for your reply.
Best regards,
Kristina
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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2 weeks ago
Translation
Hello!
At this casino, you can only withdraw €500 at a time. So far, not a single payment has been made. The first request was made 7 days ago. According to support, the transfer will be made within 3 business days. Payments are always canceled without explanation. Thank you for your help.
Automatic translation:
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Complaint Resolution Center Team Lead
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2 weeks ago
Thank you for your reply, claudi3110. I would like to emphasize that we always give the casino two full weeks to process each payment. I will keep this complaint open, and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive, and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience, and please keep me informed about any further developments.
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2 weeks ago
Translation
Thanks for the reply. I've never had to wait so long with any other provider. Since there are so many complaints about this casino online, I fear the worst.
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1 week ago
Translation
Hello! I received the payout. Thanks for your help.
Automatic translation:
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Complaint Resolution Center Team Lead
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1 week ago
Hello claudi3110,
We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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Complaint Resolution Center Team Lead
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6 days ago
Dear claudi3110,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. 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/www.kpvfaw.com. 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,
Kristina
www.kpvfaw.com
