Responsible Gambling Account issue and Refund request

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.

Hello,

I have repeatedly requested the closure of my Spinanga account.

I have lost thousands of euros because they haven't closed it.

Furthermore, they sent me a VIP invitation promising winnings at VIPHive. I lost an additional €2,500 on top of the €2,000 I lost at Spinanga.

I am ruined and hold you responsible. I demand a refund of my losses for taking advantage of your vulnerability.

I have since purchased Stop Gambling software, which is helping me.

Sincerely

Spear collection collected all ten cards. Only progress shows 2/10 Spinanga contacted about this issue but it’s about one month the problem has not been solved, this is the reason I am writing a complaint about.

Multiple times asking and writing mails always get an answer about the department solving this issue for updates but I have not received it.

Hello,

It’s been over a month since my account was closed, and I’ve had no access to it without any explanation.

I’ve been told to wait every day, and today I received an email stating that my account has been permanently closed following an administrative decision, without any reason, since I didn’t violate their terms of service. In fact, I haven’t received any notification—they just decided to close my account like that.

I had over $3,000 in my account, which is now gone.

I’m reaching out to AskGamblers today for help, since the site isn’t responding to me and hasn’t provided any explanation for the loss of my account and my balance.

Thank you for your help.

I requested a withdrawal 8 days ago via Bank Card.

Their Terms and Conditions state a 3-day processing time.

I have contacted support multiple times (e.g., operator Bela), but they refuse to provide a Transaction ID or ARN code, claiming 'standard checks' without any KYC/AML requests.

I believe they are intentionally stalling the payment.