Complaint #19 Spinanga Casino

Delay in withdrawal process and unhelpful customer service

By Sam R.

2 years ago

I have been waiting for a refund at Spinanga for over 5 days now when their website says 3 days. When I have messaged them, I have been hung on multiple times and other times been told to wait. I am sick of waiting and being given no info. I would like this resolved. I have seen this is a common issue with them based on here feedback so hoping this can be resolved here.

Disputed Casino Spinanga Casino

Reason Delayed payment

Amount $500

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

10sarb

• New Zealand

2 years ago

Hi team, I can confirm this has now been received. Thanks for your helping getting this resolved!

10sarb

• New Zealand

2 years ago

Hi, it is $500NZD

AskGamblers

• Support Team

2 years ago

Dear @10sarb,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Spinanga Casino Complaint Stats

Resolved 79 / 84

Avg. Amount $1,425

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Spinanga Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 59 out of 62 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Spinanga Casino Complaints

See all complaints for this casino

Delayed withdrawal Delayed tactics

Hi,

I've asked to withdraw my $500nz over 2 weeks ago, the first time it got declined, they said the bank refused which isn't true, I withdraw it again and it just says under review.

The live chat is a waste of time as it's just the same AI response. Sending a email is a waste as well, they don't reply.

It feels they are conning me or using delaying tactics on the hope you cancel your withdrawal and spend it.

Please help.

63h left

$500

My collections are not getting rewarded

Hello AG team, I just wanna clarify that the investigation has been open for 11 months. I completed the card collections in October and November of 2025. This is why I'm making the complaint. I beg you to reopen my complaint; here is proof of the date I completed the collection rewards.

Dear AskGamblers, I want to file a complaint against Spinanga Casino for not paying me two collection rewards I completed (€50 and €100 respectively). When I was completing the first collection, the number got stuck at 3/10 even though I kept buying cards. I contacted live chat about this and they told me I could keep collecting cards normally and that once it reached 10/10 I would still receive the €50 reward, but this didn't happen. Once I completed the collection, it stayed at 3/10 and support told me they were going to investigate the issue.

Meanwhile, they told me it was fine to keep completing other collections while they fixed that, but once again the same issue happened with the Spears collection staying at 6/10. Both cases are still under investigation according to the casino, but I consider the time that has passed enough to make this complaint. I will attach screenshots of the live chat conversation and the collections as well.

Resolved

€150

Spinanga Withdrawal not paid

Dear AskGamblers Complaint Team,

I am submitting a complaint regarding an unpaid withdrawal from Spinanga Casino.

On 17 June 2026, after depositing €100, I won more than €2,300. I requested a withdrawal according to the casino’s instructions.

Initially, Spinanga informed me that I had to complete the wagering requirement on my deposit. After I completed it, customer support informed me that, due to my account level, I could withdraw a maximum of €500 every 24 hours. I followed these instructions.

My withdrawal then remained under review. Customer support repeatedly told me that withdrawals are normally processed within 0–3 business days. Later, I was told that my withdrawal had been cancelled because of a technical problem and that the withdrawal process had started again.

Despite this, I never received the withdrawal.

I also have evidence of a €1,300.50 win and screenshots showing my balance, withdrawal request and conversations with Spinanga support.

I previously submitted a formal complaint directly to Spinanga, but the matter has not been resolved.

I am asking AskGamblers to investigate this case and assist me in resolving the unpaid withdrawal and the discrepancy concerning my documented €1,300.50 win.

I can provide screenshots documenting my deposit, winnings, account balance, withdrawal request and conversations with customer support.

Resolved

€2,300

Withdrawal is stuck in verification for over 8 days

Hello AskGamblers team,

Thank you very much for providing this invaluable mediation service to players. I am turning to you today to seek your assistance regarding an unresolved issue with Spinanga.

I requested a withdrawal of €50.00 in Litecoin on September 4, 2026. To this day, more than 8 days later, the transaction remains completely frozen at Step 2 ("Verification in progress") without any justification or updates from their support team, despite multiple follow-ups on my end.

I have fully complied with all platform requirements, and such an extended delay for a crypto payout is entirely unjustified. I kindly ask for your intervention to help me compel Spinanga to process and release my funds.

Transaction ID: 1e065fa3-b04b-4a38-afe5-7faca9ff854f

Thank you sincerely for your time, professionalism, and invaluable help.

Allan

Resolved

€50

Cant login to my account and they dont answer my emails

I had 2382€ on site and now i cant login i have tried change password and it dont work and chat cant help me and i have sent them email about this and now they are not awnsering anymore i have only waited 6 days from last email from them

So I need help from you askgamblers to make them pay what they owe me.

Resolved

€2,382

Spears collection reward not given

Hey, I've completed the collection named 'Spears' which gives a reward of 1,250Kč.

The problem is that the system only shows 2/10.

I have been asking live support for my reward a long time and they only tell me that it is being investigated by the relevant department, without any clear explanation.

I request the correction of my reward at your earliest convenience. Thank you

Resolved

Kč1,250

Failure to close account due to gambling problem

I am seeking a refund of deposits accepted by Spinanga after I repeatedly requested permanent closure/self-exclusion of my account because of a gambling problem.
I have made multiple requests for my account to be permanently closed, dating back to 2025. In my communications I explicitly stated that I have a gambling problem and that I needed the account permanently closed so that I could no longer access it. On one occasion, Spinanga responded asking why I wanted my account closed. I replied explicitly that it was because I have a gambling problem, but my account remained accessible.
On 2 June 2025 I again wrote to Spinanga stating: “I need to permanently close my account. I have asked twice before but it hasn't been closed. I don't want to even be able to access it ever again because I have a gambling problem and I need this casino to close the account so I can never log in again.”
Despite these repeated and unequivocal requests, my account was not permanently closed or self-excluded. I continued to have access to the casino and was able to make substantial further deposits. I subsequently made further requests for closure, including again explicitly stating that I had a gambling problem, but the account continued to remain accessible.
I have now reviewed and preserved Spinanga's own payment history, together with my email correspondence. Based on the transaction records I have documented so far, approximately NZD $20,000 in credited deposits were accepted during the relevant period after my requests for permanent closure/self-exclusion. There are several attempted withdrawals shown in the history, but these are marked Cancelled and were not paid to me.
I have attempted to resolve this issue directly with Spinanga on multiple occasions over an extended period. I have again contacted Spinanga directly regarding this matter, but given the repeated previous failure to action my responsible-gambling requests, I am now seeking assistance from AskGamblers.
I am requesting that Spinanga review the account from the date of my earliest documented gambling-problem/self-exclusion request and refund all deposits accepted after the point at which my account should have been permanently excluded, less any withdrawals that Spinanga can demonstrate were actually completed and paid to me.
I have retained screenshots of the casino's transaction history showing dates, amounts, transaction IDs, payment methods and transaction statuses, as well as copies of my emails requesting permanent closure because of my gambling problem. I can provide the complete evidence set as required.

Resolved

$5,000

Severe processing delay

Dear AskGamblers Complaints Team and Spinanga

I am submitting a complaint regarding an ongoing and unresolved withdrawal issue with Spinanga Casino.

I have been an active user on this platform for 2 years. My account is fully verified (KYC complete), and I requested the payout using the exact same debit/credit card that I used to make my deposits.

Timeline of Events:

Sunday (Initial Request): I requested a withdrawal of 350EUR. According to the casino’s terms, this should have been processed within 3–5 business days (by Wednesday).

Wednesday (Cancellation & Promise): On Wednesday, without any prior notice, reason, or explanation, the casino canceled my withdrawal and marked it as "failed." I immediately contacted Live Chat, where the agent assured me that if I resubmitted the request, it would receive top priority. I resubmitted the withdrawal on the same day (Wednesday).

Current Situation: Since Wednesday, there has been zero progress. Live Chat repeatedly provides vague automated responses, claiming the transaction is "in its final stage," but no concrete information or proof of dispatch has been provided.

Even if the funds are processed now, they will only arrive next week, which far exceeds the advertised 3–5 business day handling timeframe. I urgently needed these funds by Wednesday, and the casino's unjustified cancellation caused me significant inconvenience.

I would like to emphasize that I have successfully completed dozens of withdrawals to this exact same bank card in the past without a single issue or complaint. I was genuinely counting on this money by Wednesday, and this unexpected, unjustified delay has caused me significant financial inconvenience and hardship.

Immediate processing and approval of my pending withdrawal.

Fair compensation for the unjustified cancellation, broken promises regarding payment prioritization, and the severe delay despite my 2-year loyalty as an active customer.

I hope the AskGamblers team can help resolve this matter and hold Spinanga Casino accountable for their delay and broken promises.

Thank you for your assistance.

Resolved

€350

Spears collection missing reward

Hello AskGamblers and Spinanga Casino

I’m making a complaint regarding the €100 reward for the Spears collection.

The collection was completed several weeks ago, and I reported the issue to support at that time. However, after waiting since then, the problem still appears to be unresolved.

The screenshots below show that my collection progress is incorrectly displayed as 7/10, even though all of the required cards were collected. As a result, the €100 reward has not been credited.

I understand that these issues can take some time to investigate, but I would appreciate an update on the current status and confirmation that the reward will be processed.

Thank you for this space dear AskGamblers team.

Resolved

€100

Account closure delayed

I am writing to make a formal complaint regarding Spinanga’s handling of my request for permanent self-exclusion due to gambling addiction and the losses I incurred after I had clearly disclosed my gambling problem.

On 14 July 2026 at 17:56, I explicitly requested to “self exclude permanently due to a gambling addiction.” Despite this, my account remained active, allowing me to continue gambling and incur further losses. The losses after that day are 1144 euros. I sent emails several times and from several different emails. I also posted a message about it on their live chat. I attached all the emails below. I also attached the deposit history.

Once a customer discloses a gambling addiction or requests self-exclusion, licensed operators are required to take immediate action to prevent further gambling.

I believe Spinanga failed to meet its responsible gambling obligations. My request was clear and unambiguous, and the delay in applying my self-exclusion directly contributed to my losses. I therefore request a full refund of all deposits and losses incurred after my self-exclusion request on 14 July 2026, together with written confirmation that my account has been permanently closed.

Resolved

€1,144