Complaint #47 Spinanga Casino

Spinanga withdrawal time

By Tdrn711

1 year ago

Hello,

I’m from France and I won 8500€ on spinanga without bonus.

I do the first withdrawal 16/03, the 2nd 17/03 and the 3rd 18/03.

Today I have no news and they don’t tell me to send verification documents.

It writes on the website that the withdrawal are agreed upon in 3 days.

My withdrawal is waiting but nothing changed.

Can you help me please?

Thank you!!

Disputed Casino Spinanga Casino

Reason Delayed payment

Amount €8500

Discussion

AskGamblers

• Support Team

1 year ago

Dear @Tdrn711,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we can understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lose the validity of your claim against the operator which led to the rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Tdrn711

• 2 reviews

1 year ago

After 2 weeks you don’t validate my withdrawals so i play all my win.
If you respect the terms of contracts i would have been paid after 3 days.
You deliberately take time for the player to replay their winnings. And you only respond after the player has lost their winnings.

Please, nobody have to play on this casino, you don’t respects your clients.

AskGamblers

• Support Team

1 year ago

Dear @Tdrn711,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have cancelled your payment and played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Spinanga Casino

• Representative

1 year ago

Dear Tdrn711,

Kindly be advised that after checking your account, we can see that your requested withdrawals has been canceled by you and played into our site. The procedure once you request a withdrawal from our site is that the gaming account need to be verified in order to complete the requested withdrawal.

Also, please check our Terms and condition onto the site for more information:

5.5 - By accepting these Terms and Conditions, you agree that we are entitled to carry out additional security checks to verify account information and activity in line with applicable regulation and our security and anti-fraud procedures, by carrying out verification via calls / phone, face verification or other such verification as is required to ensure that you are who you say you are.

I hope this clarify your situation.

Best Regards,
Spinanga Team

Spinanga Casino Complaint Stats

Resolved 61 / 65

Avg. Amount $1,288

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Spinanga Casino Complaints

See all complaints for this casino

I have a pending withdrawal on Spinanaga casino, originally from 21th May

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 ?

Resolved

€235

Delayed withdrawals and account restrictions EUR10000 unpaid

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.

Unresolved

€10,000

Account was reopened a year after my self exclusion

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.

Resolved

€670

I want refund of my losses because the account wasn't closed

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

Resolved

€1,311

Spear collection

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.

Resolved

Self exclusion ignored for 8 months and 14772 kr lost after repeated closure requests

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.

Unresolved

kr14,773

My withdrawal has been delayed for more than 5 days

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.

Resolved

€500

Account closed for the past month for no reason

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.

Resolved

$3,000

Withdrawal delayed since March 12th

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.

Resolved

Ft140,700

10000KR pending and account under review

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.

Resolved