Spinathlon Casino - Затримка зняття коштів

I have been requesting withdrawal of funds for 2 weeks. Each time it goes into review, they ask me for verification documents and reject the claim. I provide the verification documents as requested and re-request the withdrawal. They then reject it over again. This is a delay tactic and I worry that I will never receive my funds despite the casino accepting deposits.

I have requested a complaint reference a number of times but have not received any details.

This is financially impacting and am extremely concerned that I will not be receiving this payment.

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Dear Afjpoppy1,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Afjpoppy1,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, there have been no further updates and no closer to receiving my money.

the fact that they have accepted deposits instantly but delaying releasing my funds is unacceptable

Hello,

do you actually provide assistance at all?

I am still having issues with the withdrawal of my funds.

regards

Dear Afjpoppy1, thank you for your response, I completely understand your frustration with the lack of progress in regards to your withdrawal. 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 did you send the last one?
• Have you had any additional communication with the casino regarding this issue? If so, send emails or chat transcripts to my email at [email protected], or post screenshots here.

Thank you very much in advance for your reply.

Best regards,

Attila G.

Hi,

I have not made any successful withdrawal from this casino. They issued me a promotion for signing up. I deposited and did not win. I then deposited again and won but they will not pay out.

each time I request a withdrawal, after 3 days they send me an email asking for verification documents and reject my request. I send the verification documents as requested but have to re-request the withdrawal. Then I receive the same email and send the same documents. I have sent complaint emails and try talking to what I can only imagine is a chat bot and get nowhere. They appear as scammers at this point and believe they have stolen from me.

the verification documents requested and sent are;

-proof of bank statement showing deposit

-proof of ID

-proof of address

-selfie with the ID.

i have sent all correspondence to the email you have provided.

Dear Afjpoppy1,

Thank you for your response. Unfortunately, it is unlikely that the casino will proceed with the payments before the verification process is completed. I understand that the recurring verification issues can be very frustrating. However, in order for me to better help you with this issue, could you please confirm which documents were approved and which were not, to your knowledge? Additionally, has the casino indicated that there might be a problem with approving specific documents?

Thank you very much for your patience and cooperation.

Best regards,

Attila G.

Dear Afjpoppy1,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru