I made a bank transfer withdrawal on the 4th November for $300NZD and it has been 19 business days and I have still not received the funds. I have contacted the Spinagos help support chat on multiple occasions but do not receive any definitive answers or solutions just asked to wait patiently. I have even emailed Spinago directly but have received no response or communication regarding this issue. On previous withdrawals the process has worked fine and the funds are in my account in 3 business days.

I am starting to feel like I am talking to a brick wall and the whole process is suspicious and I will never receive my withdrawal.

Dear Spencer,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed or it has been sent but never reached you?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost one month is unusually long time.

However, 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,

Petronela

Hi Petronela,

The withdrawal has been processed but I have not received it.

Thanks for your help.

Thank you very much, Spencer, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, Spencer,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinago Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Spinago Casino, could you please state the reason why the player's withdrawal has not yet been completely processed and when can he expect the payment?

Thank you in advance for providing the information.

Hi there,

I have received the funds today.

thanks for your help

Hello,

we are very sorry that this situation happened to you! The funds have been processed on our side already on November 5, then they should go to your bank account. It's a shame that there was such a delay. I hope this will not happen again, and we will do our best to improve our service. Thank you for your patience!

Thank you, Spencer, for confirming and for using the Casino Guru complaint resolution centre. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, www.kpvfaw.com