Spinaro Casino - generelle Diskussion (Seite 2)

Hello everybody! I made a withdrawal request via Skrill at this casino on Sunday, May 12th, at 4pm. My request was never accepted, I contacted customer support several times, and they always told me that I should wait, because it is normal for it to take up to 72 hours. Very close to waiting 3 working days for the order, it was CANCELLED, I contacted customer support for the 20th time asking for justification and they only told me that at the moment this method of withdrawal is inactive and that I should request the withdrawal through Bank Transfer.

Never in any other casino did it take so long to request a withdrawal of money, I was asked for a lot of documents to validate my account, unusual documents even, I had a lot of problems validating the account, then it was finally completed and I was able to request a withdrawal of my money by Skrill, and after 3 days of waiting it was cancelled. I think it's shameful for a casino to play games like this with its customers.

I'm looking for help, because so far, I still don't have my money, either because I'm missing documents or because the withdrawal methods aren't working.

Olá a todos! Fiz um pedido de levantamento via Skrill neste casino no domingo, dia 12 de maio, às 16h. Nunca me foi aceite o pedido, entrei várias vezes em contacto com o apoio ao cliente, que me disseram sempre que deveria esperar, porque é normal que demore até 72h. Bem perto de fazer 3 dias úteis de espera pelo pedido, o mesmo foi CANCELADO, entrei em contacto pela 20º vez com o apoio ao cliente a pedir justificações e apenas me disseram que de momento essa forma de levantamento está inativa e que deveria pedir o levantamento através de Transferência Bancária.

Nunca em nenhum outro casino demorou tanto tempo pedir o levantamento de dinheiro, foi me pedido imensos documentos para validar a minha conta, documentos pouco habituais até, tive imensos problemas a validar a conta, depois finalmente ficou concluído e consegui pedir o levantamento do meu dinheiro pela Skrill, e após 3 dias de espera foi cancelado. Acho vergonhoso um casino andar a brincar assim com os seus clientes.

Procuro ajuda, porque até ao momento, ainda não tenho o meu dinheiro, seja porque faltam documentos, seja porque os meios de levantamento não estão a funcionar.

Hello. I am sorry about the situation at this casino. May I ask if your account has been fully verified by now? Do not understand it completely, because you were saying there were some missing documents.

Did the casino actually explain why Skrill is unavailable?🤔 Please tell us any updates you have regarding your withdrawal, so we can help you out if needed. We'll wait for your reply.

I have requested a withdrawal of 205 euros here and some days and still waiting....my account has been verified....they do not answer emails.....Stay away....

Έχω ζητήσει ανάληψη 205 ευρω εδώ κ κάποιες μέρες κ ακόμα περιμένω....ο λογαριασμός μου έχει πιστοποιηθεί....δεν απαντάνε σε email..... Μείνετε μακριά....

I have asked for a withdrawal of 205 euros a few days ago....still waiting...my account is verified....i have sent them email but they dont even answer..... probably i lost my money..... Is anybody have same problems with Spinaro Casino?

hey there!

I suppose you should try to take it easy. Have you seen the casino Safety Index 👈? It is quite high because this casino is considered to be among the safer. Thus, even though it is frustrating to wait for the winnings more that is neccessary, I would not worry that much so early.

Instead, try to do something else to prevent further gambling so you don't lose the money. Remind the casino of your situation; let's say once per day. Preferably through the chat. Speaking of which, do you know whether they proceed with withdrawals during weekends? Considering it is a big casino, they might.

In any case, in what stats is your withdrawal now - is it pending?

Yes its on pending status.... i will wait ....but they dont answer the emails ....on chat they told me that they will examine my withdrawal soon.....

The problem persist....in the chat i still always the same answer that my withdrawal is on priority.....but no money in my bank account.....

Hold on a second. If your withdrawal is in pending status, do not expect payout, please.

Moreover, if the casino says they are going to review your request very soon, I bet you will notice that once its status changes. Do you know what I mean, please? Anyway, have you asked about the weekend withdrawals? Maybe you're under false expectation and they are not handling withdrawals during the weekend. That's why I suggested asking them.

One way or another, be patient, please.

I will wait ....if any news i will contact again

We'll be here to read the news.

Now, after the weekend, there could be some movement. Right?

No news, no movement till now

I sent them an email and i get the usual answer that they promote my subject to their finance department.....

So, when exactly did you request the withdrawal, and is the status still the same in your account?

Hopefully they will deal with it soon, so our complaint team won't need to intervene. We give casinos 14 full days before we step in, you know.

It was 7 days on pending status....today they cancel my withdrawal without explaining why....i send them an email asking the reasons of the cancellation....i m waiting for the answer

I have news .....they answer me they told me that a document wasnt visible enough....so i resend it to them and they assured me that the next days the withdrawal will be completed

This is happening quite often, to tell you the truth, that players send documents that are not of the best quality or even in the wrong format, and the casino is not able to proceed with the payment because of it. They are not able to finish the verification process like this, and it is really understandable that they won't send the payment before that.🤷‍♀️

So, I'm glad that the situation got explained, at least, and now you know what to do and what to expect.

Please let us know how it goes and if everything is ok in the next few days.

Unfortunately my withdrawal is still on pending status and now we are at the 4rth day after their last email that confirms that my account is fully verified......

That's too bad, I thought it would be easier when you pass the verification. If you are waiting more than 14 days for the whole process, then I would think about lodging a complaint. Communication, especially in these situations, is important and if you have nothing and the casino won't even tell you anything, then I would probably go through the process I suggested. 

What do you think?

Thank you for your assistance....i sent them an email on Friday and they told me that they will inform their department .... today i retold them the problem via chatroom and i had the same answer with exact the same words as in the email they sent me....i will wait for one two days .....if nothing happens i will ask for your help and assistance.....in any case i will inform you.... thank you again

I think it's a reasonable approach, I probably wouldn't want to hear the same thing over and over again. So let's wait and see if something changes and if not I'll be here. 

Fingers crossed.🤞