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I won a significant amount of money and once I started to legitimately request my money they suddenly downgraded me from VIP level 4 to level 1, limiting my withdrawal amounts and consequently having to wait 10-15-20 days, as in this case, to get €1,500 (3 withdrawals of €500, the maximum they allow me now).

Now I find myself having been unable to receive my money, which I won legally and regularly, for three months, nor receiving automated responses either in chat or via email.

I think their "trick" is to stall to make the customer replay.

I would like to point out that since January 26, 2026, I have not received any specific date on my pending withdrawals. I have now been waiting for a tranche for more than 15 days.

I don't feel protected by anyone at all and I don't know what to do. I just want my money back, which would be very useful!

Thank you in advance

Ho vinto una cifra importante e una volta che ho iniziato a richiedere in modo lecito i miei soldi mi hanno abbassato improvvisamente da vip livello 4 a livello 1, limitandomi i gli importi dei prelievi e di conseguenza attese di 10-15-20 giorni come in questo caso per avere 1500€(3 prelievi da 500€, il massimo che ora mi concedono)

Ora mi ritrovo che da tre mesi non riesco ad avere i miei soldi, vinti in modo regolare e legale e ad avere risposte automatizzate sia in chat che via mail.

credo che il loro "trucchetto" sia temporeggiare per fare rigiocare il cliente.

specifico che dal 26-01-2026 non ho ricevuto nessuna data precisa sui miei prelievi in sospeso, ormai attendo una tranche da più di 15 giorni.

non mi sento minimamente tutelato da nessuno e non so come muovermi, vorrei solo i miei soldi che mi farebbero molto comodo!!

vi ringrazio in anticipo

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• What types of games did you play to accumulate your winnings?
• Did you accumulate your winnings with or without a bonus?
• What explanation did you receive from Customer Support regarding the delay to the processing of your payments?

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

Veronika

I made other withdrawals, but as soon as I won and started withdrawing my money, they immediately downgraded me from VIP level 4 to level 1, with minimum withdrawal amounts and no VIP support.

I have won both with sports betting and in the casino section.

this is the usual pre-set phrase they sent me this morning.

At this rate, it'll take me a year to get my money back. They're bordering on illegality, and I don't feel protected by anyone.

Ho effettuato altri prelievi, ma da quando ho vinto ed ho iniziato a prelevare i mie soldi mi hanno immediatamente declassato da livello vip 4 al livello 1, con importi di prelievo minimi e nessuna assistenza vip.

ho vinto sia con scommesse sportive che nella sezione casinò.

questa è la solita frase pre impostata che mi hanno inviato stamane.

di questo passo per invasare i miei soldi ci metterò un anno. Stanno sfiorando l’illegalità, non mi sento tutelato da nessuno

Dear Lucenzo907

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, Martina (martina.b@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,

Veronika

Dear Lucenzo907,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawals have not been processes yet?

Thank you in advance for providing the information.

Hi Martina, on February 12th they accepted my withdrawals, I requested other withdrawals on the same day and I'm in the same situation again, now I've been waiting for another €1500 for 6 days

Ciao Martina, il 12 di febbraio hanno accettato i miei prelievi, ho richiesto altri prelievi lo stesso giorno e sono nuovamente nella stessa situazione, ora sto aspettando da 6 giorni altri 1500€

Dear Lucenzo907,

Thank you for reaching out to us.

Please be informed that we forwarded your withdrawal requests with urgency and expect the finalization as soon as possible.

Furthermore we would kindly like to inform you that the Account level is calculated automatically based on the activity on the account. We are not able to influence the level manually.

Once your Account reaches a higher level, your withdrawal limits may also increase.

We hope this helps to clarify the case for you.

We thank you for your understanding.

Kind regards,

Spinanga Casino Team

Dear Casino Representative, you know very well that it is not possible to go from level 4 to level 1 in just a few hours, also because you certainly leverage the fact that by reducing withdrawals and levels the customer can replay the amount...

I WANT ALL MY MONEY, I've been trying to withdraw money for three months, with the crazy average of €1500 every 20

days!!!!

Caro Rappresentante del Casinò, sapete benissimo che non è possibile passare dal livello 4 al livello 1 in pochissime ore, anche perché sicuramente fate leva sul fatto che diminuendo prelievi e livelli il cliente possa rigiocare la somma…..

IO VOGLIO TUTTI I MIEI SOLDI, è da tre mesi che sto provando a prelevare i soldi, con la media folle di 1500€ ogni 20

giorni!!!!

Dear Spinanga Casino,

I would like to seek clarification regarding the terms and conditions of your casino, which state that the withdrawal limit for VIP level 1 is €500 daily and €7,000 monthly.

From my understanding, it seems that the player has not yet reached the level 1 withdrawal limits. Could you please assist me in understanding why it takes 20 days to process three withdrawal requests of €500 each? I greatly appreciate your help with this matter. Thank you very much in advance.

Thanks Martina, I finally feel a little protected!

The most sensational point was the downgrading in just a few hours from level 4 to level 1, a problem that forced me to chase various chats (always with pre-set responses) and emails in which I was never really given assistance. I am exhausted by this situation, I have €1500 booked since February 12th (3 withdrawals of €500 as described by Mrs. Martina) and another €5500 to request!

At this rate, I'll have my money in 3-4 months! This is crazy! 😞😞😞

Grazie Martina, finalmente mi sento un po’ tutelato!

il punto più clamoroso è stato in declassamento in pochissime ore dal livello 4 al livello 1, problematica che mi ha costretto a inseguire varie chat (sempre con risposte pre impostate) e mail in cui non mi veniva mai data realmente assistenza..io sono stremato da questa situazione, ho 1500€ dal 12 febbraio prenotati(3 prelievi da 500€ come descrive la signora Martina) e altri 5500€ da richiedere!

di questo passo avrò i miei soldi tra 3/4 mesi! È una follia!😞😞😞

Dear All,

Thank you for your reply.

Please be informed that 2 of your withdrawal requests have been successfully complete.

Furthermore, your new requests have been forwarded with priority and we expect the finalization as soon as possible.

Regarding the withdrawal limits please be informed that your account level stands at Level1, which means that 3 open withdrawal requests of 500 EUR can be placed and one request per day.

We would kindly like to apologize if you faced previous delays and want to assure that we do our best to proceed with the payments as soon as possible.

However, as already mentioned, the account level is based on the activity of the account and cannot be changed manually by us. Therefore, the withdrawal limits must be hold according to the account level.

We hope this helps to clarify the case.

We thank you for your patience and understanding.

Kind regards,

Spinanga Casino Team

I know very well how VIP levels work, which is precisely why I know it's not normal to be demoted in a few hours!

as regards withdrawals, you did not accept a withdrawal on February 14th, now the withdrawal requests have returned to 3 (3 of €500) and so we are back to square one, it is not a question of a delay but you are perpetually late, you are no longer justifiable.

even the withdrawal on the 14th is practically outside the limits you yourselves have imposed!

so benissimo come funzionano i livelli vip, appunto per questo so che non è normale essere retrocesso in poche ore!

per quanto riguarda i prelievi non avete accettato un prelievo del 14 febbraio, ora le richieste di prelievo sono nuovamente tornate ad essere 3(3 da 500€) e dunque siamo punto e a capo, non è una questione di un ritardo ma siete perennemente in ritardo, non siete più giustificabili.

anche il prelievo del 14 è praticamente fuori dai limiti che voi stessi avete imposto!

Dear Spinanga Casino Team,

Thank you for your recent update.

I would greatly appreciate it if you could clarify how the demotion from level 4 to level 1 occurred within such a short time frame. I understand that it is a systemic process; however, I can empathize with the player’s frustration, as it would be reasonable to expect a gradual decrease rather than such a significant drop.

Additionally, could you please provide an update regarding the request from February 14th and the reasons for the delay in processing it?

I would also like to highlight the importance of ensuring that the player receives their full withdrawals of €7000 this month. Thank you for your attention to these matters.

Dear Lucenzo907,

We are happy to inform you that all withdrawal requests have been successfully complete.

Regarding the demotion please note that the system is calculating the activity of the account and if it decreased significantly, also the level with decrease accordingly.

However, this works also the other way. In case the activity increases it is also possible that the level is rising again within a few hours to 4.

Please note that we cannot influence this system.

We hope this helps to clarify the case.

Kind regards,

Spinanga Casino Team

The problem will be solved when ALL my money won at the END of NOVEMBER is withdrawn, still €4500 missing😉.

My level was downgraded by 3 levels when I made the first 2 withdrawals which you accepted immediately, I don't think you can be downgraded in two days 😉

This is a tactic that didn't work for me and I regret not contacting Casino Guru sooner!

Il problema sarà risolto quando TUTTI i miei soldi vinti a FINE NOVEMBRE saranno prelevati, mancano ancora 4500€😉.

il livello è stato declassato di ben 3 livelli quando ho effettuato i primi 2 prelievi che avete accettato subito, non credo che in due giorni si possa essere declassati 😉

E’ una tattica che con me non ha funzionato e mi pento di non aver contattato casinò guru prima!

As usual, we are already on the 4th day and the same old situation is repeating itself...

Siamo già come al solito al 4o giorno e si sta riproponendo la solita situazione………

They accepted one and the others are still pending inexplicably

Ne hanno accettato uno e gli altri sono ancora in sospeso inspiegabilmente

Dear Spinanga Casino Team,

I would kindly like to ask you to clarify the reason why the player’s withdrawal has not yet been processed.

We would appreciate your prompt explanation so that we can better understand the situation and move this case forward.

Thank you very much in advance for your cooperation.

Dear Lucenzo907,

Thank you for your reply and patience.

Please be informed that your payments have been marked with priority and will be finalized as soon as possible.

We thank you for your understanding.

Kind regards,

Spinanga Casino Team

Yes yes, as usual we are on the fourth day!!!!!

Sì si, come al solito siamo al quarto giorno!!!!!

Even yesterday, without reason or justification, samples were cancelled by themselves.

Anche ieri, senza motivazione e senza giustificazione, prelievi annullati da loro stessi.

Dear Lucenzo907,

I truly empathize with your frustration regarding the repeated requests and the ongoing process of tracking your withdrawals.

Your patience during this time is greatly appreciated. Please do not hesitate to inform me once the transactions have been processed. Thank you very much for your understanding.

Inexplicably, they accepted one out of three withdrawals, one from 27-02-2026 and the one from 01-03 are still pending!

They accepted the most recent one!😳

Inspiegabilmente mi hanno accettato un prelievo su 3, uno del 27-02-2026 e quello del 01-03 sono ancora in stato di approvazione!

hanno accettato quello più recente!😳

Dear Spinanga Casino Team,

can you please explain why are the withdrawal requests from 27-02-2026 and the one from 01-03-2026 still pending? Please let us know. Thank you very much for cooperation.

For the umpteenth time, without any reason, they cancelled a withdrawal and accepted 2

Per l’ennesima volta, senza una motivazione mi hanno annullato un prelievo e accettato 2

Dear Lucenzo907,

Thank you for the update! Please, keep on requesting and hopefully all the money will be properly processed.

Please keep me updated,

Thank you very much

Dear Lucenzo907,

Thank you for your reply.

After reviewing your claim we would kindly like to inform you that the canceled withdrawal in question has been canceled by your payment provider.

We would kindly like to ask you to get in touch with your payment provider in order to learn about the reason of cancellation.

Furthermore, please be informed that your new request has been forwarded with priority.

Thank you for your understanding.

Kind regards,

Spinanga Casino Team

Look, I contacted my service provider this morning and they didn't cancel anything!

what's more, this morning you also cancelled another one!!!

Guardi stamane ho contattato il mio fornitore di servizi e non ha annullato nulla!

oltretutto stamane ne avete annullato anche un altro!!!

Dear Lucenzo907,

I am sorry for the experience. Could you please confirm if you are using the same payment method for all withdrawal requests? Thank you for your understanding.

Of course, Martina! It's always the same, there's still €1,500 to withdraw and the problems aren't over!

certo martina! È sempre tutto uguale, mancano ancora 1500€ da prelevare e i problemi non finiscono!

Dear Lucenzo907,

In that case, I understand why you might find the situation confusing. However, as far as I understand, the casino has been processing your withdrawals on a regular basis, with occasional cancellations — is that correct?

Dear Spinanga Casino Team,

Could you please review the matter once again and clarify why these cancellations are occurring?

Thank you very much in advance for your cooperation.

Yes Martina exactly!!!

I now have two pending requests that they haven't approved yet!!

while they rejected another one without reason

Sì Martina esattamente!!!

ora ho due richieste in sospeso che ancora non hanno approvato!!

mentre ne hanno rifiutato un altra senza motivo

Hi Ms. Martina, still no response, and no withdrawals accepted! 😞

Salve signora Martina, ancora nessuna risposta e né tantomeno prelievi accettati!😞

Dear Lucenzo907,

Thank you for your reply.

As already informed the withdrawal request in question has been canceled by your payment provider.

We would kindly like to ask you to get in touch with your payment provider in order to learn about the reason of cancellation.

Your new withdrawal requests are currently under review and will be paid as soon as possible.

Thank you for your understanding.

Kind regards,

Spinanga Casino Team

I reiterate that the

My service provider hasn't refused anything!!

it's your problem

Ribadisco che il

mio fornitore di servizi non ha rifiutato nulla!!

è un problema vostro

Dear Lucenzo907,

Could you please provide a document or confirmation from your bank stating that the issue was not caused on their side? This information could help us better understand the situation.

At the same time, I would like to encourage you to focus primarily on receiving the funds, so that we can move this case toward a resolution.

Thank you very much in advance for your cooperation.

Dear Spinanga Casino Team,

Thank you very much for the update.

We would greatly appreciate it if you could kindly prioritize this case.

Thank you very much in advance for your time and assistance.