Spinanga Casino - Spelarens uttag har försenats.

Hello. I've been trying to withdraw funds since October 29th. Since they only allow three withdrawals of up to €500 each, that's all I have available, and I've been waiting for these withdrawals since October 29th. They asked me for verification documents, and they're still under review. They keep telling me they're working on the problem and will update the information throughout the day, but it never does. I have a total of €15,500 available for withdrawal, and I want my money now. It's time they started paying out; it's my money, and I've been waiting for it for over two weeks. Please, I need help. Thank you.

Hola. Llevo desde el día 29/10 intentando retirar fondos. Como solo dejan tener 3 retiro de máximo 500€ cada uno en espera, actualmente es lo que tengo y llevo desde el día 29/10 en espera con dichos retiros. Me pidieron documentación de verificación y aún sigue en revisión. Siempre me dicen que están avanzando en el problema y que a lo largo del día actualizarán la información y jamás se actualiza. Tengo en total 15500€ para retirar y quiero mi dinero ya. Ya es hora de que empiecen a pagar, es mi dinero y llevo esperándolo más de dos semanas. Por favor, necesito una ayuda. Gracias.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Good morning.

No, it's the first time I've tried to withdraw.

I didn't use any bonus.

I provided my ID, a selfie, the card I used for deposits and withdrawals, and proof of address. They accepted (or at least they're no longer under review) both my ID and selfie, but then asked for my card and proof of address again. I provided them the same day they asked for them, and it's still "under review." It's been under review for about six days. And my withdrawals have been pending for over 16 days. I need a solution now. I hope you can help me. Thank you.

Buenos días.

no, es la primera vez que intento retirar.

No utilicé ningún bono.

Proporcione, DNI, foto selfie, tarjeta con la que deposite y estoy intentando retirar y prueba de domicilio. Me aceptaron (o al menos ya no aparecen en revisión) tanto el DNI como la foto selfie y le volvieron a pedir la tarjeta y la prueba de domicilio. Los facilite el mismo día que me lo pidieron y sigue "en revisión". Lleva unos 6 días en revisión. Y mis retiradas, llevan más de 16 días en espera. Necesito una solución ya. A ver si podéis ayudarme. Gracias

Hello. Can someone please help me?

Hola. Alguien que me pueda ayudar, por favor?

I won €14,000 on October 30, 2025, at 00:13 playing roulette number 24. My total balance was €15,500. I requested three withdrawals of €500 each, but they were blocked. I wasn't asked for verification until November 6, and I sent all the documents that same day.

Since then, I've contacted support daily, but I only receive generic responses like "everything is moving forward"—no approval, no payment, and no explanation. I was never denied verification; I'm just ignored.

Finally, my balance disappeared until it reached €0, without me having received a single euro and without explanation.

I am providing screenshots of the prize, the balance, the blocked withdrawals, the status of the documents, and chats with support.

I want my money back. The casino hasn't given me any real answers.

Thank you for your help.

Gané 14.000 € el día 30/10/2025 a las 00:13 jugando a la ruleta número 24. Mi saldo total era de 15.500 €. Solicité tres retiradas de 500 €, pero fueron bloqueadas. No me pidieron verificación hasta el 06/11, y envié todos los documentos ese mismo día.

Desde entonces, he contactado diariamente con soporte, pero solo recibo respuestas genéricas como "todo va hacia adelante", sin aprobación, sin pago y sin explicación. Nunca se me negó la verificación, solo se ignora.

Finalmente, mi saldo fue desapareciendo hasta quedar en 0 €, sin haber recibido ni un solo euro y sin explicación.

Aporto capturas del premio, del saldo, de las retiradas bloqueadas, del estado de los documentos y chats con soporte.

Quiero recuperar mi dinero. El casino no me ha dado ninguna respuesta real.

Gracias por su ayuda.

It won't let me attach the images. If you need them, I have all the screenshots I took daily. My balance is at 0 and I want to report them because they've stolen my money.

No me deja adjuntar las imágenes. Si las necesitan, tengo todos las capturas hechas a diario. Mi saldo está a 0 y quiero denunciarlos porque mi dinero me lo han quitado.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino, together with any supporting evidence, to kristina.s@casino.guru? Thank you in advance.

Sent!

Enviado!

Dear Pdtv23

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, Mirka (miroslava.d@casino.guru). 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,

Kristina

Dear player,

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.

Perfect

Perfecto

Dear Mirka,

We have sent an email to you attached with evidence showing player had cancelled all of his withdrawal request and the amount was utilized correctly.

Dear Pdtv23,

We wish to bring to your attention the following aspects of the General Terms and Conditions, which you acknowledged upon the creation of your account on our website: 

• 5.2 :- We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify your identity, age, residence and other circumstances (KYC), both before and after effecting deposits into your account and/or making a withdrawal.

• 6.11:- All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

In your case the following limits applied:

(LEVEL 1) 500 EUR per transaction, every 24 hours / 7,000 EUR per month.

• 6.13 :- At any time, a customer may have a maximum of 3 (three) pending withdrawals on the account.

• 6.16 :- The Company may delay processing of your withdrawal request to perform checks of your identity, account balance, source of funds and of your compliance with the Terms. In such cases, the Company may start and/or take part in and/or help in the investigation of the circumstances and you agree to provide support and assistance in any such investigation. The Company reserves the right to postpone performing any payments or providing the sum of the winnings until all verification procedures and checks outlined in the Terms are successfully completed.

• 6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.        

Consequently, in accordance with the previously mentioned article, we would like to reiterate that a refund is not available for your account.

We trust that this information will assist in clarifying the matter.

Our team extends its best wishes for your future endeavors.

Warm regards, 

Spinanga Casino team.

Good afternoon. The evidence in the email you sent me is completely lacking. I have ample evidence saved, including screenshots, confirming that I spent over 22 days requesting my withdrawals and profile verification approval. I was repeatedly told it would be processed, but it never was. My account was blocked when I complained, and my €15,500 was taken. This is outrageous, and I will take you to court if you don't refund my money.

Buenas tardes. En ese correo que me envían las evidencias brillan por su ausencia. Tengo evidencias suficientes guardadas con capturas de pantalla que confirman que me he llevado más de 22 días solicitando mis retiros y aprobación de verificacion de mi perfil y que siempre me decían que se iba a realizar y jamás se realizó. Me bloquearon mi cuenta cuando reclame y me quitaron mis 15.500€. Es VERGONZOSO y os llevaré a juicio de no reembolsarme mi dinero.

Dear Spinanga Casino,

Could you please send me player's full game log and transaction history to miroslava.d@casino.guru?

Thank you.

Dear Mirka,

We sent an email attached with players game history.

We look forward to your update. 

Kind regards, 

Spinanga Casino team. 

Hello! Please also send them the emails I've written to support on the days I've contacted them, both by email and through the website itself, and you always told me the same thing! If you don't have it saved, I do! 23 days and I still haven't received my money! And it's been over a month now. The day after you "approved my documentation," you closed my account. You have absolutely no shame.

Hola! Envíale también los días que os he escrito tanto a soporte por correo como en la misma página y siempre me decíais lo mismo! Si no lo tenéis guardado, yo si! 23 días y sin obtener mi dinero! Y ya va más de un mes. Al día siguiente de "aprobar mi documentación" me cerráis la cuenta. Tenéis muy poca vergüenza.

Dear player,

Since I received evidence from the casino confirming, your balance has been played down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.

Due to the aforementioned reason, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future.

Best regards,

Mirka