Buenas!!

Asunto: Problema con retiro pendiente – ID de transacción 34350

Hola, equipo:

Mi nombre es Carlos Chena y estoy teniendo un inconveniente con un retiro realizado a través de la plataforma Spinarium.

El día [24/04/2025], solicité un retiro de ARS 11.640 mediante el método Pix, con ID de transacción 34350.

Hasta el momento el estado sigue apareciendo como pendiente y ya han pasado más de 24 horas sin recibir el pago en mi cuenta.

Además, un intento anterior con el mismo monto fue rechazado sin explicación (ID 34350).

Adjunto captura de pantalla como respaldo de esta situación. Agradezco que puedan revisar el estado de la transacción y brindarme una solución lo antes posible.

Quedo atento a su respuesta.

Gracias por su tiempo.

Saludos,

Carlos C***

Dear Carloschena.o1172,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Carlos Chena,

Thank you for reaching out to us and bringing this to our attention.

Please note that withdrawal process might take a while, as was also mentioned above by Nick.

Our tech support team has double-checked, and I have been informed that, as of time of writing, there were no issues found with your withdrawal.

Should there be any other issues related to this case, please let us know so we can assist.

Warm regards,

Spinarium Team

Dear Carloschena.o1172,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Carloschena.o1172,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
www.kpvfaw.com