Spinanga Casino - Der Rückzug des Spielers hat sich verzögert.

Good afternoon, on the 26th of July, I made a withdrawal and as of today, the 1st of August, I still haven't received it. Every day since then, I have been contacting support via chat and email, but my status has never changed, it still says "under review." It is very clear in the terms that the payment can be made within 3 business days, which is already a long wait. I have been demanding my payment every day for exactly 6 consecutive days. I feel completely humiliated and disrespected as a person and a customer. I believe the site acts in bad faith so that people give up on their withdrawals and go back to gambling, losing their winnings. This has been my only and worst experience with online casinos. This will also be my first and last time on this deceitful platform.

I await a response, not the same one you give me every day, but my withdrawal!

Boa tarde, no dia 26/07 eu fiz um saque e até agora dia 01/08 eu não recebi. Todos estes dias, diariamente eu entro em contato por chat, e-mail… E em nenhum momento o meus status mudou, continua em "sob revisao". É bem claro, nas cláusulas que o pagamento pode ser feito até 3 dias úteis, o que já é um tempo muito longo de espera. Estou a exatamente 6 dias consecutivos exigindo meu pagamento. Me sinto totalmente humilhada, desrespeitada como pessoa e cliente. Penso que o site age de "má fé" para que a pessoa desista do saque e volte a jogar perdendo seus ganhos. Foi a única e pior experiência que tive em Cassinos on line. Assim como também será minha primeira e última vez nesta plataforma enganosa.

Fico no aguardo, não dá mesma resposta que vocês Spinanga, me dão diariamente, mas sim do meu saque!

Dear claupilates,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Unfortunately what you do is cheat the player! It's very clear in the clause that payment will be made within 3 working days! Today is August 2nd and nothing has changed in the status of my withdrawal. It's been "under review" for 8 days. It's the most disrespectful thing I've ever seen from a platform. I've been a player for many years and I've never experienced such an embarrassing situation. I wouldn't recommend this platform to anyone! And that new players can see what is happening to me, so that they think twice before playing! Misleading platform!

Infelizmente o que vocês fazem é enganar o jogador! É bem claro que diz na cláusula que o pagamento será feito em até 3 dias úteis! Hoje é dia 02/08 e nada mudou nos status do meu saque. Tem 8 dias que está "sob revisão". É o maior descaso e desrespeito que eu já vi vinda de uma plataforma. Sou jogadora há muitos ano e nunca passei por uma situação constrangedora como esta. Não indico esta plataforma para ninguém! E que os novos jogadores posa a ter acesso ao que está acontecendo comigo, para que pensem duas vezes antes de jogar! Plataforma enganosa!

What a beautiful team you "guru" have. I was delighted with Radka! How lovely of her to say that "helping others makes her happy". I feel the same way, Radka. Congratulations to the team.

Eubso, I don't know how to reply to messages from other people. Thank you

Que equipe linda a de vocês "guru". Fiquei encantada com a Radka! Que lindo dizer que "ajudar os outros a faz feliz". Penso o mesmo Radka. Parabéns a equipe.

Eubso nao estou sabendo como responder as mensagens recebidas por outras pessoas. Obrigada

Thank you for your kind words about our team; we truly appreciate them.

Could you please update us on the current status of your withdrawal request? Have you received your winnings yet?

Dear claupilates,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.