Breach of responsible gambling protocols and a failure to secure my account

I have 619 EUR locked in my account, and after several weeks, I still don't know why.

From 27.5.2026 on, I noticed I am unable to place any bets, either sports or casino. Also, I was unable to place deposits or withdrawals. Then, a few days later was unable to log in; it says "under review". Sent e-mail.

Got just a general reply on 28.5. I waited. On 22.6, I sent an email - no reply. On 26.6 sent another mail - no reply. On 6.7 sent another mail - still no reply.

Good morning @Askgamblers,

I asked for a withdrawal a week ago, and I still haven't gotten paid.

I contacted @spinanga staff, but they continue to ask me to wait, and they don't want to let me talk to their financial office.

Please could you help me to solve this complaint?

Thanks in advance.

Have a nice day.

Nelly V.

Dear Sir or Madam,

I am submitting a formal complaint regarding Spinanga Casino and the continued delay of my withdrawals.

On June 3, 2026, I requested three separate withdrawals of €500 each, for a total amount of €1,500. As of today, all three withdrawals remain pending and under verification.

My account is fully verified, and all requested identification documents have been approved. Furthermore, I have successfully completed withdrawals from this casino in the past without any issues.

Since June 3, I have repeatedly contacted customer support through live chat and email. Initially, I received generic responses asking for patience. However, I am now no longer receiving any response from the support team despite numerous follow-up requests.

I believe I have acted in good faith, complied with all verification requirements, and provided all requested documentation. Therefore, I respectfully request your assistance in investigating this matter and helping me obtain payment of my outstanding withdrawals.

The details are as follows:

- Casino: Spinanga Casino

- Total amount withheld: €1,500

- Number of withdrawals: 3 withdrawals of €500 each

- Withdrawal method: Bank transfer

- Withdrawal date: June 3, 2026

- Account status: Fully verified

- Previous withdrawals: Successfully processed in the past

I have attached supporting evidence, including screenshots of my withdrawal requests and communications with customer support.

Thank you for your time and assistance. I look forward to your response.

Yours faithfully,

< personal information removed >

Dear Spinanga, can you guys explain why I'm still waiting a withdraw of 750 cad since the beggining of june 2026.

I hade two withdrawal sent but this one has been not confirmed or paid and I don't know why.

I think I'm leaving the casino because its too long for someone to wait 14 days and more to get a withdraw.

Hello,

I would like to file a complaint against Spinanga regarding the handling of my withdrawal requests.

It has now been **17 days** since I requested **three withdrawals of €500 each**, totaling **€1,500**, and I still have not received my funds or any clear explanation for the delay. During this entire period, I have only received generic responses from customer support asking me to remain patient.

I have been a customer of Spinanga for approximately one year and have never experienced any issues with my account before. My account has already been verified through the KYC process in the past, and all the requested documents were provided and accepted.

Regarding my gaming history, I initially had a balance of approximately **€8,000**, which I unfortunately lost while continuing to play. After that, I made additional deposits totaling around **€4,500** and continued playing on the platform. Through my gameplay and winnings, I managed to increase my balance to approximately **€17,000**.

The problems only started when I requested withdrawals.

Over the last 17 days:

* My three withdrawal requests of €500 each have remained pending.

* Customer support has only provided generic responses with no meaningful information.

* Some support agents even suggested that I cancel my withdrawal requests, which I find very concerning.

* No clear explanation has been provided regarding the unusually long processing time.

After more than two weeks of waiting, I finally received an email stating that an additional KYC verification was required.

This request is difficult to understand because:

* My account has been active for about one year.

* KYC verification was already completed in the past.

* No verification issues had ever been raised before.

* The email states that documents are required, but does not specify which documents are needed or where they should be submitted.

* At the same time, the verification section on the website clearly indicates that no documents are required, as shown in the screenshots I have attached.

I am therefore facing a situation where Spinanga claims that verification is required while providing no information about which documents are needed or how to submit them.

I feel that this additional verification request is being used as a reason to delay my withdrawals, especially considering that I have been playing on the platform for nearly a year, have made substantial deposits, and only encountered these issues after requesting a withdrawal.

What I find particularly frustrating is that Spinanga is fully aware of my situation and the fact that my withdrawals have been pending for 17 days. Despite this, I have continued to receive promotional emails and marketing offers. In fact, I received three separate promotional offers within a single week, encouraging me to continue playing, while my withdrawal requests remained unresolved. This gives the impression that the casino is more interested in encouraging further deposits and gameplay than in processing legitimate withdrawal requests.

I respectfully ask Spinanga to:

1. Clearly explain the reason for the delay of my withdrawal requests.

2. Specify exactly which documents are required.

3. Provide clear instructions on where and how those documents should be submitted.

4. Process my three pending withdrawals of €500 each without further delay.

Given the circumstances and the lack of progress after 17 days, I would now like to withdraw my entire available balance, if possible, rather than only the three pending withdrawals of €500 each. My confidence in the platform has been seriously affected by the way this situation has been handled, and I would like to receive all funds that are rightfully available in my account.

I am attaching screenshots of both the email I received and the verification section of my account, which demonstrate the contradiction between the information provided by email and the information displayed on the website.

If any of the documents or screenshots provided are not clearly visible or require further clarification, I remain fully available to provide any additional information or supporting evidence needed.

Thank you to AskGamblers for your assistance in resolving this matter.

After a rough period last year I decided to close my account due to losing to much money, i was feeling addicted, after a year or so I suddenly started getting promotional mails again from this casino. I started playing again even though this never shouldve been possible due to the nature of my self exclusion. After contacting the support they replied quickly until it came to the part where I asked why my account was reopened, I have not gotten an email back since then, Iwill be sending through all proof through attachments if needed.