Spinanga Casino - Тегленето на играча се забавя поради проблеми с проверката.

Dear Casino Guru Team,

I won approximately €56,000 at the aforementioned casino. My initial withdrawal attempts were blocked, and the verification process began.

I have all the requested documents in

Submitted in PDF format - both via email to the support team and as an upload to my account.

After several days of review, it always says that I need to upload another proof of address.

I've since moved. My Spinanga account still shows my old address – however, I've been able to prove both addresses, my old and new ones, with bank statements, utility bills, and payslips. So far, without success.

The support team is no longer responding to my emails and I don't know what else to do.

Best regards

Sehr geehrtes Casino Guru Team,

ich habe bei oben genanntem Casino ca. 56.000€ gewonnen. Bereits meine ersten Auszahlungsversuche wurden blockiert und die Verifizierung begann.

Ich habe alle gewünschten Dokumente im

PDF Format eingereicht - sowohl per Mail an das Support-Team, als auch als Upload in meinem Konto.

Nach mehrtägiger Prüfung steht dort dann immer, dass ich einen weiteren Adressnachweis hochladen soll.

Ich bin in der Zwischenzeit umgezogen. In meinem Spinanga Konto steht noch meine alte Wohnanschrift - beide Anschriften, meine alte und neue, konnte ich jedoch mit Kontoauszügen, Stromrechnungen oder auch Lohnzetteln nachweisen. Bislang ohne Erfolg.

Das Support-Team antwortet mir auf meine E-Mails nicht mehr und ich weiß mir nicht mehr weiter zu helfen.

Viele Grüße

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Lu.mo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• When exactly did you submit your withdrawal request?
• Have you received any automated responses or acknowledgments from the support team after your email inquiries?

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

Best regards

Petra

Hello Petra,

many thanks for the quick response.

I sent the following documents to the support team via email on March 3, 2026, and uploaded them to my account a few days later. All documents were accepted except for the proof of address:

Proof of address (landline bill February 2026)

- Proof of account holder status via bank account (bank statements January & February)

- Bank statements as proof of transactions

- Selfie with the identity card (front and back)

Furthermore, for my old residential address, which is still registered in the account, the following documents are required on March 24, 2026:

Photo of my former identity card (both sides)

Old Telekom mobile phone bill

Old payslip

I was therefore able to prove both my former and my current address.

I submitted the first payment request on February 24, 2026. The other two were submitted on February 25 and 26, 2026 (each for €500).

I usually received a response from the support team to my email inquiries. However, I also occasionally received offers from the VIP team.

Best regards!

Hallo Petra, 

vielen Dank für die schnelle Antwort. 

Folgende Unterlagen habe ich bereits am 03.03.2026 per Mail an das Support Team gesendet und einige Tage später auch im Konto hochgeladen. Bis auf den Adressnachweis wurden alle Dokumente akzeptiert: 

Adressnachweis (Festnetzrechnung Feburar 2026)

- Kontoinhabernachweis über das Bankkonto (Kontoauszüge Januar & Februar)

- Kontoauszüge als Nachweis der Transaktionen

- Selfie mit dem Personalausweis (Vorder- und Rückseite)

Zudem für meine alte Wohnanschrift, die noch im Konto hinterlegt ist, am 24.03.2026 folgende Unterlagen:

Foto meines ehemaligen Personalausweises (beidseitig)

Alte Mobilfunkrechnung der Telekom

Alte Gehaltsabrechnung

Ich konnte also sowohl meine ehemalige, als auch meine aktuelle Anschrift nachweisen. 

Den ersten Auszahlungsantrag habe ich am 24.02.2026 gestellt. Die anderen beiden am 25.02.2026 unf 26.02.2026 (jeweils 500€). 

Nach meinen E-Mail Anfragen habe ich in der Regel eine Antwort vom Support Team erhalten. Zwischendurch aber auch immer wieder Angebote vom VIP-Team.

Viele Grüße!

Hello Petra,

I would like to inform you about a recent email correspondence from today and am including the email history here.

Message from the VIP team:

An*** (Spinanga)

April 2, 2026, 4:38 PM CEST

Good day Lu****,

Thank you for contacting our customer service.

Please provide us with a document to confirm the address registered to your account. Suitable documents include, for example, a home internet bill, a bank statement, a utility bill, or a letter from your local council. The document should be in PDF format and no more than six months old.

If you have any further questions, please contact us by email. [email protected] or via live chat.

Best regards,

Customer service

My answer :

Re: [Spinanga] Congratulations on your win! 🏆

From:

"***************>

To:

[email protected]

Date:

02.04.2026 20:44:13

Ladies and Gentlemen

In response to your verification request, I am informing you that the residential address registered in my player account is outdated. I already notified you of this via email on March 3, 2026. This is my previous address from 2024. Since then, I have moved and did not play using this account between April 26, 2024, and February 6, 2026. Please find attached proof of my payment history.

I therefore request that my account details be updated immediately to reflect my current residential address and that verification be carried out based on my current, actual address. I have already provided all the requested documents – but can gladly do so again upon request.

Naturally, I cannot provide proof of the old address stored in the account for the last six months, as I no longer live there. If necessary, I can provide additional documentation of my previous address to clearly document the change of address.

Please confirm in writing,

1. that my account details are changed to reflect my current address,
2. Which specific documents do you accept to verify my current address?

I would appreciate a prompt response.

Best regards

I have redacted my personal data with "****". I can gladly provide proof of my payment history between 2024 and 2026, but I'm unsure whether I should share it here in the public forum.

Best regards!

Hallo Petra,

hiermit möchte ich über eine aktuelle Korrespondenz per Mail von Heute informieren und füge dir den E-Mail Verlauf hier ein.

Nachricht des VIP-Teams:

An*** (Spinanga)

2. Apr. 2026, 16:38 OESZ

Guten Tag Lu****, 

Vielen Dank, dass Sie sich an unseren Kundendienst gewendet haben.

Bitte stellen Sie uns ein Dokument zur Bestätigung der auf Ihrem Konto registrierten Adresse zur Verfügung. Geeignete Dokumente sind z. B. eine Rechnung für Heim-Internet, ein Kontoauszug, eine Versorgungsabrechnung oder ein Schreiben der Gemeinde. Das Dokument sollte als PDF vorliegen und nicht älter als 6 Monate sein.

Wenn Sie weitere Fragen haben, kontaktieren Sie uns per E-Mail [email protected] oder per Live Chat.

Mit freundlichen Grüßen,

Kundenservice 

Meine Antwort:

Aw: [Spinanga ] Re: Herzlichen Glückwunsch zu deinem Gewinn! 🏆

Von:

"***************>

An:

[email protected]

Datum:

02.04.2026 20:44:13

Sehr geehrte Damen und Herren,

im Rahmen Ihrer Verifizierungsanfrage teile ich Ihnen mit, dass die in meinem Spielerkonto hinterlegte Wohnanschrift veraltet ist. Dies haben ich Ihnen bereits per Mail am 03.03.2026 angezeigt. Es handelt sich um meine frühere Anschrift aus dem Jahr 2024. Seitdem bin ich umgezogen und habe zwischen dem 26.04.2024 und dem 06.02.2026 nicht über dieses Konto gespielt. Entsprechende Nachweise meines Zahlungsverlaufs finden Sie im Anhang.

Ich bitte daher um unverzügliche Aktualisierung meiner Kontodaten auf meine aktuelle Wohnanschrift und um Durchführung der Verifizierung auf Basis meiner derzeitigen, tatsächlichen Anschrift. Alle gewünschten Unterlagen habe ich bereits zur Verfügung gestellt - kann dies aber auf Wunsch auch gerne erneut tun.

Einen Nachweis der alten, im Konto gespeicherten Anschrift aus den letzten 6 Monaten kann ich naturgemäß nicht vorlegen, da ich dort nicht mehr wohnhaft bin. Sofern erforderlich, kann ich zusätzlich Unterlagen zur früheren Anschrift vorlegen, um den Adresswechsel nachvollziehbar zu dokumentieren.

Bitte bestätigen Sie mir schriftlich,

1. dass meine Kontodaten auf die aktuelle Anschrift geändert werden,
2. welche konkreten Unterlagen Sie für die Verifizierung meiner aktuellen Anschrift akzeptieren.

Ich bitte um zeitnahe Rückmeldung.

Viele Grüße

Persönliche Daten habe ich mit "****" unkenntlich gemacht. Den Nachweis meines Zahlungsverlaufs zwischen dem Jahr 2024 und 2026 kann ich gerne zur Verfügung stellen, bin mir jedoch unsicher, ob ich dies hier über das öffentliche Forum teilen soll?

Viele Grüße!

Hello,

Another update:

The casino has now changed the address and has actually paid out two withdrawals of €500 each (yesterday and today).

Why am I still at the lowest VIP level, even though I'm in

I'm unclear how I generated more than €100,000 in revenue in February. What else would I need to do to reach VIP level? 🙂

It would be nice if I could receive more than €500 per payout.

Best regards

Hallo,

ein weiteres Update:

Das Casino hat nun die Adressänderung vorgenommen und tatsächlich auch zwei Auszahlungen über je 500€ ausgezahlt (Gestern und Heute).

Warum ich mich dennoch auf dem untersten Vip-Level befinde, obwohl ich im

Februar mehr als 100.000€ umgesetzt habe ist mir unklar. Was müsste man noch tun, um im VIP-Level zu steigen? 🙂

Es wäre ja schön, wenn ich mehr als 500€ pro Auszahlung erhalten könnte.

Viele Grüße

Thank you for your update.

Please note that assessing or adjusting VIP levels is not within our competence, as this is determined solely by the casino.

However, I am glad to hear that your situation regarding withdrawals is gradually being resolved and that you have already received some payouts.

Please keep me informed about any further progress, especially whether the casino continues to process your remaining withdrawals.

Thank you for your cooperation.

Good day,

I'm also glad that the three withdrawals I requested at the end of February have now been paid out. Afterwards, I requested a new withdrawal of €100 each time.

I hope that this time it won't take 6 weeks for the payments to be approved.

I will keep her updated.

Best regards!

Guten Tag,

ich bin auch froh, dass die drei Abhebungen, die Ende Februar beantragt wurden nun ausgezahlt sind. Im Anschluss habe ich jeweils immer eine neue Auszahlung über 100€ beantragt.

ich hoffe, dass es dieses mal keine 6 Wochen dauert, bis die Auszahlungen genehmigt werden.

Ich werde sie auf dem Laufenden halten.

Viele Grüße!

Hello,

Thank you for your update.

I’m glad to hear that your previous withdrawals have now been successfully paid out.

Could you please let me know if there have been any updates regarding your recent withdrawal requests?

Have the payments already been processed, or are they still pending?

I will be looking forward to your update.

Good day,

Five payment requests have now been processed.

On April 6th, 7th, 8th, 10th & 11th.

I requested a new payout as soon as possible. Saturday was therefore the last one.

I sincerely hope that this pace will be maintained so that the limit of €7,000/month will also be reached.

Best regards!

Guten Tag,

fünf Auszahlungsanträge wurden mittlerweile ausgezahlt.

Am 6./7./8./10. & 11.04.

Sobald möglich habe ich eine neue Auszahlung beantragt. Am Samstag war demnach die letzte.

Ich hoffe sehr, dass dieses Tempo beibehalten wird, damit das Limit von 7.000€/ Monat auch erreicht wird.

Viele Grüße!

Good day,

I requested a new withdrawal on April 8th, 10th, and 11th. Unfortunately, nothing has happened since. I have the feeling the casino is stalling again. Why else would they process five withdrawals in a row and then suddenly stop?

Best regards

Guten Tag,

ich habe am 08./10. & 11.04. jeweils wieder eine neue Auszahlung beantragt. Leider hat sich seitdem nichts mehr getan. Ich habe das Gefühl, dass das Casino wieder auf Zeit spielt. Wieso sonst werden 5 Auszahlungen direkt hintereinander bearbeitet und dann plötzlich keine mehr?

Viele Grüße

Thank you for your reply and for providing the previous details, Lu.mo.

• Could you provide any additional communication you had with the casino? This may include screenshots, emails, or chat records. You can send all documents to [email protected] or upload your screenshots directly to the thread.

I understand that you requested new withdrawals on April 8th, 10th, and 11th, and that there has been no progress since then. It may feel like the casino is delaying the process, especially after previously processing several withdrawals in a row. However, please provide any relevant communication or updates you have received from the casino regarding these requests so we can assess the situation further.

Thank you again for your cooperation.

Hello,

I have provided all email correspondence via email.

Best regards!

Hallo,

ich habe den gesamten Mailverkehr per Mail zur Verfügung gestellt.

Viele Grüße!

Dear Lu.mo

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Lu.mo,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Spinanga Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Spinanga Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear all,

Thank you for your patience.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Spinanga

Hello everyone,

Dear Spinanga Casino,

thank you for the update and for your cooperation.

Dear Lu.mo,

for now, please wait for the casino’s next update. As soon as there is any progress, we will review the situation and proceed accordingly.

Good day,

Three payments were approved and processed today. I will now request three more payments today, tomorrow, and the day after, and hope that these will be processed more quickly than before.

Best regards!

Guten Tag,

heute wurden drei Auszahlungen genehmigt und ausgezahlt. Ich werde nun heute, morgen und übermorgen drei weitere Auszahlungen beantragen und hoffe, dass diese dann schneller bearbeitet werden, als bisher.

Viele Grüße!

Dear all,

Thank you for the patience.

We kindly inform you that 1500 euro withdrawals successfully completed on 4.05.2026.Regarding the 500 euro pending will be proceeded soon.

Kind regards,

Spinanga

Good day,

I would like to inform you that only €1,000 has arrived. Even though payouts can take several days, this is unusual, as previous payouts have always arrived without delay.

Was a different payout method used?

Best regards

Guten Tag,

ich möchte darüber informieren, dass lediglich 1.000€ angekommen sind. Auch wenn die Auszahlung mehrere Tage dauern kann ist es doch ungewöhnlich, da die bisherigen Auszahlung immer ohne Verzögerungen ankamen.

Wurde eine andere Auszahlungsmethode verwendet?

Viele Grüße

Hello everyone,

Thank you for the updates.

Dear Lu.mo, thank you for confirming that only €1,000 has been received so far.

I have noted the casino’s statement that €1,500 withdrawals were successfully completed on 04.05.2026, with €500 still pending. Since there is a discrepancy between the reported completed payout and the amount received, I kindly ask Spinanga Casino to clarify what happened with the missing €500 and whether any changes were made to the payout method or processing route for this withdrawal.

I will now wait for your update. Thank you.

Dear all,

Thank you for contacting us.

We would like to confirm that the player on Month May he receive 2,500 eur , 3 withdrawals of 500 on May 4, and 2 withdrawals of 500 on May 5.Regarding the pending withdrawal of another 500 eur it will be proceeded soon.

Kind regards,

Spinanga

Good day,

I received a total of five confirmation emails stating that the withdrawal was complete. However, on May 4th, only two of the three withdrawals arrived. The last one arrived at 11:01 AM German time.

not working for me.

Therefore, I request another review.

Best regards

Guten Tag,

ich habe auch insgesamt fünf Bestätigungsmails erhalten, dass die Abhebung abgeschlossen sei. Allerdings sind am 04.05. nur zwei der drei Auszahlungen bei mir angekommen. Die letzte, um 11:01 Uhr deutscher Zeit kam

nicht bei mir an.

Daher bitte ich nochmal um Prüfung.

Viele Grüße

Hello Lu.mo,

I just wanted to check in regarding the missing €500 withdrawal and the remaining pending payment.

Has there been any progress since your last message? Please let me know whether you have received any additional funds or any further update from the casino in the meantime.

Good day,

These have now arrived.

Seven payments of €500 each were already made in May. Two more are still pending; I will apply for the third one shortly.

Best regards!

Guten Tag,

diese sind mittlerweile angekommen.

Im Mai wurden bereits 7x 500€ ausgezahlt. 2 Weitere stehen noch aus, die dritte werde ich gleich beantragen.

Viele Grüße!

Hello Lu.mo,

thank you for the update, and I’m glad to hear the previously missing withdrawals have now arrived.

At this stage, since the payments are continuing to be processed, I will keep the complaint open for now so we can continue monitoring whether the withdrawals are being handled consistently and in line with the applicable withdrawal limits over time.

Given the overall remaining balance, this will likely be a longer process, so for the moment I would recommend continuing with the current withdrawal pattern and trying to request the €500 withdrawals regularly/daily where possible, as this may help avoid unnecessary technical interruptions or delays in the withdrawal system.

Please continue keeping me updated regarding:

• whether the pending withdrawals arrive successfully,
• whether you are consistently able to request new withdrawals,
• and whether the casino continues processing them within the expected limits and timeframes.

I’ll continue monitoring the situation with you.

Good day,

Three payouts were completed on Wednesday (May 13th), followed by one more payout of €500 each on Thursday and Friday. However, only two of these five payouts have arrived so far.

As before, I assume these payments will still arrive. I would have guessed it was due to the local holiday and the weekend, but two payments did arrive. That always surprises me a bit.

I will report back as soon as the payments have arrived.

Best regards!

Guten Tag,

am Mittwoch (13.05.) wurden drei Auszahlungen abgeschlossen, am Donnerstag und am Freitag jeweils eine weitere über je 500€. Von diesen fünf Auszahlungen sind allerdings bislang erst zwei angekommen.

Ich gehe aber wie zuletzt auch hier davon aus, dass diese Zahlungen wohl noch ankommen werden. Ich würde ja tippen, dass es an dem lokalen Feiertag sowie dem Wochenende lag, jedoch kamen ja zwei Zahlungen an. Das wundert mich dann doch immer etwas.

Ich werde berichten, sobald die Zahlungen angekommen sind.

Viele Grüße!

Hello Lu.mo,

thank you for the update.

So far, it still looks like the withdrawals are moving forward, even if the processing remains somewhat inconsistent. Hopefully the remaining payments will arrive shortly as well.

For now, I’d suggest continuing the same way as before and just keeping an eye on whether the casino continues processing the withdrawals regularly without larger interruptions.

Please keep me posted once the remaining payments arrive or if anything changes unexpectedly.

Hello Samuel,

Yes, the three payments did indeed arrive yesterday. Two are still outstanding. After that, we will have reached €7,000, which is exactly the monthly payout limit.

If I understand correctly, I could only request further payments again in June.

How can we ensure that this forum thread doesn't get closed at some point?

Best regards!

Hallo Samuel,

ja tatsächlich kamen die drei Zahlungen gestern an. Zwei sind nun noch offen. Danach haben wir 7.000€ erreicht, was genau das Auszahlungslimit pro Monat ist.

Wenn ich das richtig verstehe, könnte ich dann erst wieder im Juni weitere Auszahlungen beantragen.

Wie verbleiben wir, damit der Forumbeitrag nicht irgendwann geschlossen wird?

Viele Grüße!

Hello Lu.mo,

thank you for the clarification and for the update.

Got it, in that case I will keep the complaint open while the withdrawals continue to be processed within the monthly limit. There’s no need to rush anything; we’ll treat this as an ongoing case until you confirm everything is fully completed on your side.

Please just keep me informed about the next withdrawals once June starts and also if anything changes in the processing or limits. Once you confirm that everything has been received as expected, I’ll proceed with closing the complaint.

Dear Lu.mo,

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.

Hello Samuel,

Thank you for the extension.

Yesterday, at the beginning of the new month, I was able to request a new payout.

Now there are three more outstanding claims, and I am waiting for them to be paid out.

I'll get in touch as soon as there's any news.

LG

Hallo Samuel,

danke für die Verlängerung.

Gestern, zu Beginn des neuen Monats, konnte ich eine neue Auszahlung beantragen.

Jetzt sind wieder drei offen, auf deren Auszahlung ich nun warte.

Ich melde mich, sobald sich etwas tut.

LG

Hello Lu.mo,

first of all, I would like to apologize for the delayed response. I was recently out of the office and have only now been able to return to my open cases.

Thank you for the update. I appreciate you continuing to keep me informed about the progress of the withdrawals.

I understand that you have now submitted new withdrawal requests for June and that you are currently waiting for them to be processed. For the time being, I will continue to monitor the situation as an ongoing case. Please continue updating the complaint whenever there is any progress regarding the withdrawals, any delays, or any changes to the withdrawal limits or processing times.

Since this appears to be an ongoing situation with withdrawals being processed gradually, there is no need to worry too much about the complaint timer. Just post an update whenever there is something new to report, and I will continue monitoring the case from my side.

Thank you for your cooperation and patience. I look forward to your next update.

Good day,

Quick update:

Last Sunday, June 7th, two more payouts were completed.

I have requested three more (Sunday, Monday, Wednesday).

The payout limit remains unchanged.

Best regards!

Guten Tag,

kurzes Update:

Letzten Sonntag, am 07.06. wurden zwei weitere Auszahlungen abgeschlossen.

Drei weitere habe ich beantragt (Sonntag, Montag, Mittwoch).

An dem Auszahlungslimit ändert sich nichts.

Viele Grüße!

Hello Lu.mo,

thank you very much for the update. I’m glad to hear that two more withdrawals have been successfully processed.

I also appreciate you keeping me informed about the new withdrawal requests and the current payout limit. Please feel free to continue updating me here whenever there is any new development, whether it is another successful payout, a delay, or any change to the withdrawal conditions.

I will continue monitoring the case from my side and look forward to your next update. Thank you for your cooperation.

Dear Lu.mo,

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.

Hello Samuel,

Sorry for the late reply.

Last week, on Wednesday and Thursday, three more payouts were completed.

I have already applied for two more, the third tomorrow.

Best regards

Hallo Samuel,

entschuldige die späte Rückmeldung.

Letzte Woche Mittwoch und Donnerstag wurden auch wieder 3 Auszahlungen abgeschlossen.

Zwei weitere habe ich bereits beantragt, die Dritte morgen.

Viele Grüße

Hello Lu.mo,

thank you for the update, and no worries.

I'm glad to hear that three more withdrawals have been successfully processed and that the withdrawals continue to progress.

At this stage, provided there are no unexpected complications or significant delays, it will be perfectly sufficient if you simply post another update within the next two weeks to let me know how the remaining withdrawals are progressing.

I will keep the complaint open and await your next update. Thank you for your continued cooperation.

Good evening,

Quick update:

Unfortunately, the payouts were again not processed for up to 7 days. I find it difficult to understand the processing times. Sometimes it's incredibly fast, then other times you have to wait several days or (less frequently) weeks.

Best regards!

Guten Abend,

kurzes Update:

Nun wurden die Auszahlungen leider wieder bis zu 7 Tage lang nicht bearbeitet. Es fällt mir schwer die Bearbeitungen der Auszahlung nachzuvollziehen. Mal geht es unfassbar schnell, dann wartet man wieder mehrere Tage oder (seltener) Wochen.

Viele Grüße!

Hello everyone,

Dear Lu.mo,

thank you for keeping me informed. I understand your concern regarding the inconsistent withdrawal processing times.

Dear Spinanga Casino,

could you please clarify why the processing times appear to vary so significantly? The player reports that some withdrawals are processed very quickly, while others take up to a week or even longer. I would appreciate it if you could explain what causes these differences and whether there are any specific factors affecting the processing of the player's withdrawals.

Thank you both for your cooperation.

Dear all,

Thank you for the patience.

We kindly inform you that your withdrawals will be processed . We apologize for the delay, as we are currently experiencing a high volume of requests.

Kind regards,

Spinanga

Hello everyone,

Dear Spinanga Casino,

thank you for your clarification. I appreciate the update and hope the player's withdrawals will continue to be processed without significant delays.

Dear Lu.mo,

please continue to update me on the progress of your withdrawals. There is no need to post every single withdrawal, but please make sure to let me know within the next two weeks so that the complaint remains active.

Thank you both for your cooperation.

Good day,

Despite Spinanga's announcement three days ago that payouts were being processed, nothing further has happened.

The applications were submitted 11, 9 & 8 days ago.

Best regards

Guten Tag,

trotz der Ankündigung von Spinanga vor drei Tagen, dass die Auszahlungen bearbeitet werden, ist nichts weiter passiert.

Die Anträge sind mittlerweile 11,9 & 8 Tage her.

Viele Grüße

Hello everyone,

Dear Lu.mo,

I understand that this situation is frustrating, especially considering how long the withdrawals have already been pending.

However, based on the information currently available, it appears that the delay is most likely related to the payment provider rather than an issue with your account itself. Unfortunately, if that is the case, there is little that can be done to speed up the process from our side.

For now, I would kindly ask you for a little more patience. Please continue to keep me informed of any progress, particularly once one or more of the pending withdrawals have been credited to your account.

Thank you both for your cooperation.

Dear all,

Thank you for the patience.

We would like to inform you that the pending withdrawals of the player is successfully completed.

Kind regards,

Spinanga

Dear Lu.mo,

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.

Good day,

Three more withdrawals arrived in my account in the meantime. Now I'm waiting again.

Best regards

Guten Tag,

es kamen zwischendurch wieder 3 Abhebungen bei mir an. Nun warte ich wieder.

Viele Grüße

Hello everyone,

thank you for the update.

Dear Lu.mo,

thank you for confirming the progress. I am glad to hear that several more withdrawals have been successfully received.

Please continue to keep me updated regarding the remaining pending withdrawals. I will keep the complaint open until the full balance has been received.

Thank you both for your cooperation.

Good day,

I have to contact you again today because things aren't working. On July 17th, two withdrawals were marked as completed, and another one yesterday.

Although the payouts were always in my account within a maximum of 24 hours, nothing has arrived to this day.

Could Spinanga perhaps explain the reasons for this? For example, has the payout method been changed?

Best regards

Guten Tag,

heute muss ich mich mal wieder melden, weil es nicht läuft. Am 17.07. wurden zwei Abhebungen als abgeschlossen markiert, gestern eine weitere.

Obwohl die Auszahlungen dann immer maximal 24Std danach bei mir auf dem Konto waren, ist bis heute noch nichts angekommen.

Kann Spinanga vielleicht mitteilen, ob es Gründe dafür gibt? Wurde bspw. die Auszahlungsmethode geändert?

Viele Grüße

Hello everyone,

Dear Lu.mo,

thank you for letting me know. I understand your concern, especially since the previous withdrawals arrived much faster.

Dear Spinanga Casino,

could you please provide an update regarding these completed withdrawals? The player states that the latest withdrawals are marked as completed but have not arrived yet.

Please clarify whether there are any delays on the payment provider's side or whether there have been any changes regarding the payout method.

Thank you for your cooperation.

Good day,

Three withdrawals have now been reversed, and I can't understand why. Spinanga's email mentions an "external processing error from the payment provider."

Another payout was completed yesterday, but presumably the same thing will happen here, as the money has not yet arrived in my account.

Best regards

Guten Tag,

nun wurden 3 Auszahlungen zurückgebucht, ohne dass ich die Gründe nachvollziehen kann. In der Mail von Spinanga wird von einem „externen Verarbeitungsfehler vom Zahlungsanbieter" gesprochen.

Eine weitere Auszahlung wurde gestern abgeschlossen, vermutlich passiert hier aber das gleiche, da das Geld noch nicht auf meinem Konto eingegangen ist.

Viele Grüße

Dear all,

Thank you for the patience.

We would like to inform you that after checking with the relevant department they inform us that the 3 withdrawals of the player is rejected from provided side and they return back to balance.

Meanwhile please continue to request withdrawals and we will continue monitoring.

Kind regards,

Spinanga

Hello everyone,

thank you for the updates.

Dear Spinanga Casino,

thank you for checking the matter with the relevant department and for clarifying that the three withdrawals were returned to the player's balance after being rejected by the payment provider.

Could you please clarify what exactly caused these rejections? Additionally, is there anything the player can do to avoid the same issue with future withdrawal requests, or are you currently working with your payment provider to resolve it?

Dear Lu.mo,

please continue to keep us informed about the outcome of your withdrawal requests. Hopefully, the next one will be processed successfully, but if you encounter the same issue again, please let us know.

Thank you both for your cooperation.

Good day,

One withdrawal is still showing as "Completed", but has not yet been refunded.

I would also like to know if there is more detailed information about why the payments were rejected by my payment provider?

Best regards

Guten Tag,

eine Abhebung steht noch auf „Abgeschlossen", wurde aber noch nicht zurückgebucht.

Ich würde auch gerne wissen, ob es genauere Infos dazu gibt, wieso die Zahlungen von meinem Zahlungsanbieter abgelehnt wurden?

Viele Grüße

Good day,

Nothing has happened since July 23rd. Today marks the 8th day since my applications were processed.

Unfortunately, this month we only reached €3,000 out of a possible €7,500 (monthly payout limit).

Best regards

Guten Tag,

Seit dem 23.07. ist schon wieder nichts passiert. Heute ist es wieder der 8. Tag, seitdem meine Anträge bearbeitet wurden.

So haben wir diesen Monat leider nur 3.000 € von möglichen 7.500€ (monatliches Auszahlungslimit) erreicht.

Viele Grüße

Dear all,

Thank you for reaching out.

There can be several reasons why withdrawal funds are returned or rejected, ranging from temporary issues on the payment provider's side to specific restrictions with your bank.In the meantime, your pending withdrawals are being handled and will be processed shortly.

We greatly appreciate your patience while we work on this.

Kind regards,

Spinanga

Hello everyone,

thank you for the update.

Dear Spinanga Casino,

thank you for your clarification regarding the possible reasons for the rejected withdrawals. However, I would appreciate some further details so we can better understand the situation.

First, could you please provide more specific information regarding the reason why the withdrawals were rejected by the payment provider? I understand that there can be multiple possible causes, but in this case, it would be helpful to know whether the issue was related to the payment method, the provider itself, the player's bank, or another specific factor.

Additionally, I would like to clarify the impact of these rejected withdrawals on the player's monthly withdrawal limit.

The player has stated that his monthly withdrawal limit is €7,500, but due to the rejected withdrawals he was only able to successfully receive around €3,000 during the previous month. Since the rejected withdrawals were returned and are now expected to be processed later, could you please confirm how these amounts are treated regarding the monthly withdrawal limit?

Specifically, if the rejected withdrawals are processed in the new month, will they count towards the new month's withdrawal limit, or will the player effectively lose part of the previous month's available withdrawal capacity due to an issue caused by the payment provider?

I would also appreciate clarification on whether such situations are common with your payment providers and whether there are any steps currently being taken to prevent similar delays or rejected withdrawals in the future.

Dear Lu.mo,

thank you for your patience. I will wait for the casino's clarification regarding the above points so we can better understand the situation and the impact on your withdrawals.

Thank you both for your cooperation.

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 your responses regarding this matter. We fully acknowledge the frustration caused by the recent withdrawal difficulties.

Please be advised that these disruptions are due to an issue with a third-party payment provider; nevertheless, we are committed to expediting any subsequent withdrawal requests submitted by the player.

In light of the recent transactions being returned to the player's account, we recommend utilizing an alternative payment method for future withdrawal requests.

Simultaneously, we have escalated this matter to our Finance Department to identify the root cause of the issue and provide you more informations.

We appreciate your patience and understanding.

Best Regards,

Spinanga

Dear All,

Thank you for the patience.

We would like to inform you that after checking with the relevant department they inform us provider doesn't specify the reason why WD was reversed, as the Bank of the player rejected the withdrawals, we can advice the player to contact their Bank for further clarification.

Kind regards,

Spinanga

Hello everyone,

Dear Spinanga Casino,

thank you for the update and for checking this with your relevant department. I would, however, like to point out that my previous question regarding the impact of the rejected withdrawals on the player's monthly withdrawal limit has not yet been addressed. Please clarify whether the amounts of the rejected withdrawals will count towards the player's monthly limit when they are resubmitted in the new month, or whether they will be treated separately so that the player does not lose part of the withdrawal capacity due to these reversed transactions.

Dear Lu.mo,

regarding the bank rejection, please let us know if you have already contacted your bank and whether they provided any explanation for why the withdrawals were rejected.

I will wait for the casino's clarification regarding the monthly withdrawal limit before proceeding further.

Thank you both for your cooperation and patience.

Good day,

Thank you for the feedback. I haven't contacted my bank yet, as I wanted to wait for the casino's response.

I'd also be interested to know how rejected withdrawals are handled. In any case, it hasn't been possible to reach the withdrawal limit yet, as the processing times vary so much.

However, I can report that three more payments have been made in the last few days.

Best regards

Guten Tag,

vielen Dank für die Rückmeldungen. Ich habe meine Bank noch nicht kontaktiert, da ich erst die Antwort des Casinos abwarten wollte.

Wie mit den abgelehnten Auszahlungen umgegangen wird, würde mich auch interessieren. Ohnehin, war es bisher noch nicht möglich das Auszahlungslimit zu erreichen, da die Bearbeitungszeiten so unterschiedlich sind.

Dennoch kann ich mitteilen, dass auch in den letzten Tagen wieder drei Auszahlungen erfolgt sind.

Viele Grüße

Dear Samuel,

Thank you for the reply.

We would like to inform you that we are review the case with the relevant department regarding your request ,

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Spinanga

Good day,

I have just compiled a list to show that the payout limit (€7,500/month) has only been reached once in the last 5 months (including August) (May).

It would be great if we could achieve this regularly in the future. Do you have any suggestions on how we can ensure this? Perhaps through higher individual withdrawal amounts? A withdrawal limit that is practically impossible to reach anyway seems pointless to me.

Best regards

Guten Tag,

ich habe mir gerade eine Aufstellung gemacht um aufzuzeigen, dass das Auszahlungslimit (7.500€/Monat) in den letzten 5 Monaten (inklusive August) bisher lediglich einmal erreicht wurde (Mai).

Es wäre schön, wenn wir es in Zukunft hinbekommen, dieses regelmäßig zu erreichen. Haben Sie einen Vorschlag, wie wir das sicherstellen können? Ggf. durch höhere einzelne Abhebungssummen? Ein Auszahlungslimit, welches ohnehin kaum erreicht werden kann, ist meines Erachtens sinnlos.

Viele Grüße

Hello everyone,

Dear Lu.mo,

thank you for the additional information.

Could you please provide some documentation supporting your statement that the €7,500 monthly withdrawal limit was reached only once during the last five months? For example, screenshots of your withdrawal history covering approximately the last six months would be helpful.

You also mentioned a €7,500 monthly limit, while the standard withdrawal limit is €7,000 per month. Since you apparently have a higher player level, could you please also provide a screenshot of your current VIP/player level and any information shown there regarding the applicable withdrawal limits or benefits?

This would help me better understand the withdrawal limits currently applicable to your account and how they have been applied in practice.

Dear Spinanga Casino,

I am still waiting for your clarification regarding how the previously rejected withdrawals are treated in relation to the player's monthly withdrawal limit.

Thank you both for your cooperation.