The player from Germany had reported that she requested a withdrawal from Spinanga Casino. She had been asked to provide personal information and despite doing so, the withdrawal had not been processed. The player's first withdrawal attempt was cancelled due to a supposed technical issue. She then tried a manual payout, but was informed in the chat that she had not specified the amount of the payout. After setting up a Skrill account for the transaction, the finance department attempted to transfer a portion of her winnings via bank, contrary to her instructions. After more than four weeks, the player finally received her money via bank transfer. The issue was resolved after the Complaints Team intervened and invited the casino representative to join the conversation.
Spinanga Casino - Player’s withdrawal request has been delayed.
Amount: €2,000
Spinanga Casino
Safety Index:HighCase closed
RESOLVED
Case summary
Hello, I live in Germany and have been playing at Spinanga. Supposedly, the bank transfer didn't go through, so I manually requested it as far back as January 1st. I received an email asking me to provide my name, address, and bank details, which I did. I was then told just now that, two days ago, I apparently requested another manual withdrawal, so I have to wait again. I'm gradually feeling cheated. Also, my emails to the finance department are going unanswered. I never get a reply. Thanks for any help.
Dear Stefaniewagner,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.
- Could you please advise if it was your first withdrawal in this casino?
- Have you received any confirmation about successful verification?
It’s quite usual for withdrawals 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. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Good morning and thank you very much for the quick answer. Yes, it is the first payout and no, there was no verification because there was a shout out that it wasn't necessary for 2000 euros, and that's not a net profit. When I initially tried to debit via bank transfer, it seemed to be approved but on the following days it was always!!!! canceled again, it was supposedly a technical sensor had occurred or it was my bank's nonsense!!! then I tried to make a manual payout for the first time on January 1st. Suddenly I was informed in the chat that I!!! I forgot to specify the amount of the payout but I don't find out about it in the chat. No email from the finance department. This chat partner then requested another manual payment 3 days ago. I'm at my wits' end and call it a stalling tactic. Thank you for your help. Kind regards, Stefanie W *****
I also think it's a shame that no email comes from the fa department and you only have limited options in chat??
After these 4 weeks of waiting, I really want to receive the total amount of 2000 euros, it was only a net profit of 450 euros. Kind regards
Because the application from January 1st was ignored, I now have to wait another 2 weeks because the 2nd payout was manually requested again 3 days ago oh please don't
Jan 14, 2024, 1:53 p.m. EET
Good day Stefanie,
Thank you for contacting our customer service.
Please provide your crypto or Skrill wallet details to make manual withdrawals because your bank account does not accept withdrawals.
If you have any further questions, please contact us by email [email protected] or via live chat.
Best regards,
Customer service
Hello, I have now opened an account with Skrill and told Spinange about this and my email address, I hope it works
Hi Stefaniewagner,
Thanks for the update. I'm optimistic that the new payment method will prove effective, resulting in a successful withdrawal. Please keep me informed about any additional developments.
Looking forward to hearing from you.
Hello, now I have specially set up a Skrill account and I just see that the finance department is trying to transfer 800 euros to me via bank. I feel like I've been ripped off. I didn't order this bank transfer because it doesn't work anyway. Can you please help me, thank you
Thank you very much, Stefaniewagner, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Dear Stefaniewagner,
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 more information about this case?
Thank you in advance,
Mirka
Hello, after more than 4 weeks of waiting, I received my money via bank transfer. Suddenly, after you got involved, I didn't have to wait for a transfer via Skrill. It then went via Bznk, strange right?!?! Thank you for your support dear e
Dear Stefaniewagner,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Mirka
www.kpvfaw.com
