Delay in withdrawal process and unhelpful customer service

Hi,

I have a pending withdrawal on Spinanaga casino, originally from 21th May. just 235 Eur, yet it was declined Monday 25 th May with no spesific reason. By renewed request up to 3 working days was informed, then withdrawal should be completed, By now not.

I´d like to continue playing there yet can i trust the platform ?

Dear Askgamblers,

I am submitting this complaint regarding Spinanga Casino due to ongoing withdrawal delays and the closure of my account.

I currently have around €10,000 in my balance, which I have been trying to withdraw. My withdrawal requests have been pending for a long time without any proper explanation or update.

Recently, Spinanga also closed my account, which means I no longer have access to my balance or the ability to withdraw my funds.

I want to point out the following:

* I completed all requested verification checks and followed the casino’s Terms & Conditions
* I have not been given a clear reason for the delays or for closing my account

I have tried several times to solve this issue with Spinanga support, but nothing has changed and I still cannot access my money.

I am requesting AskGamblers’ assistance with the following:

* A full review of my case
* Access to my account and balance restored, or at minimum access to withdraw my funds
* Processing of my pending withdrawals and payment of my remaining balance of approximately €10,000
* A proper explanation for the account closure and withdrawal delays

I cannot provide screenshots of my balance or withdrawal requests as I am locked out of my account.

I would appreciate AskGamblers’ help in resolving this matter, as I have been unable to reach a solution directly with the casino.

I am filing this complaint against Spinanga Casino for repeatedly failing to honour my self-exclusion and account closure requests, resulting in continued financial losses over a period of more than 8 months.

Timeline of events:

On 11 August 2025 at 01:09, I emailed [email protected] requesting permanent account closure. I stated clearly: "I want you to permanently close my account." When asked why, I replied: "I dont want to play on this site anymore, have lost enough." I followed up the same morning asking again for closure. No confirmation of closure was ever provided.

On 1 October 2025, I again requested self-exclusion and permanent closure (referenced in subsequent emails).

On 13 December 2025, I emailed again noting that despite multiple requests since August, the account was still active. I warned that allowing continued deposits after a closure request breached their responsible gambling obligations, and stated I would pursue a formal dispute through my bank if the issue was not resolved.

On 22 December 2025, I sent a formal self-exclusion request, explicitly requesting: (1) permanent account closure, (2) self-exclusion from all gambling services, and (3) removal of my personal data from marketing. Spinanga asked me to confirm I understood my balance would be voided. I confirmed. At 23:31 on 22 December, Spinanga confirmed the account was closed.

On 23 December 2025, in a separate email thread, Spinanga (Sami) also confirmed account closure.

Despite TWO written confirmations of closure, on 19 March 2026, Spinanga sent me a VIP promotional email from "Jorge," offering me a 50% deposit bonus and assigning me a "personal assistant." When I replied that I had self-excluded and demanded they stop contacting me, Jorge responded dismissively and it became clear my account had NOT actually been closed. Jorge's only response was "We work on it."

As of today (17 April 2026), my Spinanga account remains active with a balance of 0.90 kr. I can still log in and view my transaction history.

Financial losses:

My payment history shows completed deposits totalling approximately 14,772.73 kr (NOK) made after my first closure request on 11 August 2025, across 31 transactions:

- 11.08.2025 (after closure request): 600 kr
- 11-13.12.2025: 9,165 kr (16 deposits via Apple Pay, Visa, Mastercard, Cash)
- 13-17.04.2026: 5,007.73 kr (14 deposits via USDT ERC20 and Cash)

Evidence attached:

1. Email thread from 11.08.2025 showing initial closure request and follow-ups (6 emails)
2. Email thread from 22.12.2025 showing formal self-exclusion request and two confirmations of closure
3. Email thread from 19.03.2026 showing VIP promotional email sent to a self-excluded player, and Spinanga's admission the account was not closed
4. Screenshot of full payment history from Spinanga showing all deposits from 11.08.2025 to 17.04.2026, with the account still active
5. Detailed deposit list with all transaction IDs, dates, and amounts

What I am requesting:

A full refund of all deposits made after my first account closure request on 11 August 2025, totalling approximately 14,772.73 kr (NOK). These deposits should never have been possible. Spinanga had a clear obligation to close my account upon request and failed to do so despite multiple requests over 8 months, two written confirmations of closure, and a formal self-exclusion request citing responsible gambling concerns.

I also request that my account be permanently and verifiably closed, and that all marketing communications cease immediately.

Hello AskGamblers, today im making a complaint regarding a withdrawal that has been pending at Spinanga for more than 5 working days.

I understand that processing times can vary for several reasons in casinos, but this delay has already passed the usual time stated by the casino in their terms. I have contacted customer support a lot of times through live chat, but I haven't received any clear explanation. The responses are just repetitive and generic, simply stating that my withdrawal is being handled with the highest priority, but without a clear update

Since my account does not require any verification and there are no apparent issues on my side, and I have been unable to resolve it directly with the casino, I am submitting this complaint to reach a solution.

Thank you AskGamblers and Spinanga Casino for your attention.

Hello there AskGamblers today I fill a complaint against Spinanga Casino for putting my account "Under review" when I had 2 withdrawals pending of 5000 KR each, they haven't explained anything, they haven't contacted me or anything. I ask for a resolution of what is happening with my account and what do you guys need from me in order to complete the withdrawals.

When I try to contact their Live Chat they told me that my account was closed without possibility of reopening, completely ignoring my questions regarding the withdrawals pending on my account.

I even offered them verifying my account with documents/ID, but they clearly refused. So I'm really lost and need your help.

Thanks AskGamblers for this space and I hope we can reach a solution with Spinanga.