Is delaying withdrawals beyond stated limits

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.

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.

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.

Hello;

2 months ago, I completed the “Helmets” collection which gives the reward of 50EUR.

It's also been those 2 months since I contacted them and though I've tried to be patient, there's no official update until now, proof is below showing that customer support is not fixing the problem and the status incorrectly being shown as 2/10 cards collected.

I am sure they will fix the problem soon, thanks.

Hi Ask Gamblers,

Once again I´m facing issues with Spinanga casino. My latest withdrawal request has now been pending unit last friday 24th, at least 3 working days. They explain they are very busy, however this seems to be something that repeatedly happens.

Not a topic maybe but this seems to be happening in each of this brand casinos, Casinia, Malina and Ally Spin.

BR,

Jari

Complaint Regarding Delayed Withdrawal at Spinanga Casino

Approximately one week ago, I submitted a €500 withdrawal request at Spinanga Casino using Zimpler, which was the same payment method I had used to make my deposit.

However, my first withdrawal request was cancelled by the casino without any clear explanation. After the cancellation, I noticed that Zimpler had been removed as an available withdrawal method. As a result, I had no choice but to submit a new withdrawal request via bank transfer.

Throughout both withdrawal requests, I have contacted the casino's customer support several times, as well as my assigned VIP Manager, to ask why my withdrawal has not been processed. Each time, I have only received a generic response telling me to wait. No one has been able to explain the reason for the delay, provide an estimated processing time, or tell me whether there is any issue with my withdrawal.

My account does not require identity verification, and I have not been asked to provide any additional documents. I am also a VIP Level 3 player, so I expected my withdrawal to be processed within the timeframes stated by the casino.

I find it very concerning that my first withdrawal request was cancelled because the withdrawal method I had previously used was no longer available, and that my second withdrawal request has also remained unprocessed without any clear explanation. This raises concerns that withdrawals may be intentionally delayed without a legitimate reason.

I respectfully request that Spinanga Casino process my withdrawal without further delay or provide a clear written explanation of what is preventing the withdrawal from being processed and when I can realistically expect to receive my funds.

I hope this matter can be resolved promptly and fairly without the need for any further action.

I would like to file a complaint about this site. At first, their support was responsive, but now they no longer reply. They asked me to provide my bank details so they could process a manual withdrawal of the remaining funds in my account because my account was placed under review. I provided my bank details last June, but since then, they have not responded to any of my emails.

Is there anything you can do to help me with this situation? This site has been extremely problematic when it comes to withdrawals. My first withdrawal took almost three months to process, and they kept giving different reasons for the delay. After I finally managed to withdraw once, I tried to withdraw my remaining funds, but they locked my account for review. They later emailed me saying that I could claim my remaining funds through a manual withdrawal if I provided my bank details. However, after I sent my bank details, they stopped responding to all of my emails and messages.

I sincerely hope you can help me resolve this issue.

Hello AG Team, today I fill this complaint against Spinanga Casino for delaying my withdrawal for 6 bussiness days.

This is my last choice since I have been contacting them for days now without receiving a clear answer of what is happening. Only messages are "You are the highest priority" "We will let you know by email once it's paid" and other meaningless statements. This payment is really important with me and I consider it disrespectful from Spinanga to play around with their customers' time like this. Especially when they claim that the payments will be made no later than three (3) bussiness days.

I expect my payment to be made at your earliest convenience, thank you.