Hello,

It has been exactly two weeks since I have been waiting for the three pending withdrawals requested on January 14th. Since then, I have sent several emails. Initially, they asked for patience, but for the last 5 days, they have not even responded.

What can I do to receive the payments?

I won more than €12,000 at the beginning of December, and they automatically downgraded my VIP level to level 1, thus limiting withdrawals to 500 euros. Until now, payments were made within approximately 10 days of each request, but this time they haven't even met that.

Moreover, on their own website, they specify a processing time of 3 business days for withdrawals, something they have never adhered to.

Can you please help me? It has been a month and a half, and more than €6,000 are still pending withdrawal.

Thank you!

Hola,

Hace exactamente dos semanas que estoy esperando los 3 retiros pendientes, solicitados el pasado 14 de enero. Desde entonces, he enviado varios correos y, al principio, me pedían paciencia, pero desde hace 5 días ni siquiera responden.

Que puedo hacer para recibir los pagos?

Gané una suma de más de 12.000€ inicios de diciembre y automáticamente me bajaron el nivel VIP al nivel 1, limitando los retiros a 500 euros. Hasta ahora, los pagos se realizaban en un plazo aproximado de 10 dias desde cada solicitud, pero esta vez ni siquiera han cumplido con eso.

Ademas en su propia pagina web especifican un plazo de 3 días habiles para procesar los retiros, algo que nunca han respetado.

Podeis ayudarme por favor? Han pasado 1 mes y medio y siguen pendientes más de 6.000€ por retirar.

Gracias!

Dear Johnlc89,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please clarify if the remaining 12000€ is still part of your balance in the casino, waiting to be withdrawn?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Thomas,

thanks for the feedback. Let me reply to your questions:

• yes, I successfully received previous withdrawals (10 withdrawals of 500€ each with a maximum of 3 requests opened between 12/12/2024 until 13/01/2025). However, all of them took an average period of 10 days to be processed .
• No, they never requested to verify my account and I can see that is still showing not need of verification to withdraw.
• No bonus, all winnings were based on deposited amounts.
• As per today, there is an open balance of 5.735€ plus the 1.500€ requested.

I did not place a single bet since 12/12/2024 as I no longer trust them due to the significant delays. Just want to get my money out.

Additionally, they are no longer replying my emails asking to justify the reason of the delays.

Thank you and best regards,

Thanks for your reply.

• Could you please share screenshots of your withdrawal requests (the most recent successful ones, and the ones not yet processed?
• Could you please share your most recent interaction with casino support where the casino responded?
• Send emails or chat transcripts to my email at [email protected], or post screenshots here

Dear Thomas,

I sent you all the files via email.

Thanks and best regards,

Dear Thomas,

It’d been 19 days since I made the first withdrawal request of the 3 payment pending and none of them has been processed.

What can we do? This waiting time is not normal at all.

Thank you,

Thank you very much, Johnlc89, for providing the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) 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.  

Hi, I'm still waiting for withdrawals for 21 days. Can we contact the casino please? Thanks

Hola, hace 21 días que sigo esperando los retiros. Podemos contactar con el casino, por favor? Gracias

Hi, it's been 23 days of waiting. Can we do something please? Thanks!

Hola, ya van 23 días de espera. Podemos hacer algo por favor? Gracias!

Dear Johnlc89,

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

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 all,

Thank you for reaching out!

Please be informed that three of the customer's withdrawals were successfully paid out from our side.

Additionally, we will do our best to prioritize the remaining withdrawals of the customer.

Best regards,

Spinanga team

Dear Johnlc89,

Could you please confirm, that you have received the withdrawals?

Thank you.

Hello, I confirm that those withdrawals were processed 29 days after your request. However, now I have pending withdrawals again from 6 days ago. Thank you!

Hola, confirmo que aquellos retiros fueron procesados 29 días después de su solicitud. No obstante, ahora vuelvo a tener retiros pendientes desde hace 6 días. Gracias!

Dear Johnlc89,

Could you please confirm, if you have received the mentioned withdrawals?

Good afternoon Mirka,

No, they had not made the payment yet, leaving it in writing here that they were going to prioritize my withdrawals.

In the end today I ended up cancelling the withdrawals and losing all the remaining balance.

I have immediately requested the closure of my account with them and any associated casino.

The experience of collecting money with them has been very negative, I will clearly never use a casino from this group again.

Buenas tardes Mirka,

no, no habían realizado el pago aún dejando por escrito aquí que iban a priorizar mis retiros.

al final hoy he acabado cancelando los retiros y perdiendo todo el saldo restante.

he solicitado al momento el cierre de mi cuenta con ellos y cualquier casino asociado.

la experiencia de cobro con ellos ha sido muy negativa, claramente no voy a volver a utilizar un casino de este grupo nunca más.

Thank you for your reply, Johnlc89.

Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but 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.

Kind regards,

Mirka

www.kpvfaw.com