Complaint #69 Spinanga Casino

Withdrawal of 20 000 CZK delayed for more than 7 days

By Matěj E.

10 months ago

Hello,

I am a registered player at Spinanga Casino

On 20. And 21. September, I submitted two withdrawal requests of 10 000 CZK each (total 20 000 CZK).

As of today, I have been waiting for more than 7 days without receiving the funds.

According to Spinanga’s own Terms and Conditions and information provided on multiple review websites, withdrawals should be processed within 3–5 business days. This time frame has already been exceeded.

I contacted the casino support several times via live chat. I was only told that my withdrawal is “in the queue for processing” without any concrete confirmation or specific payout date. Screenshots of these chats are attached.

I kindly ask AskGamblers for assistance to ensure:

1. Immediate approval and processing of my two withdrawals.

2. Written confirmation of the exact date when the money will be sent.

Thank you for your help.

Best regards,

Erba

Disputed Casino Spinanga Casino

Reason Delayed payment

Amount Kč20000

Discussion

AskGamblers

• Support Team

10 months ago

Dear @Matej11,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved 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 complaint 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

10 months ago

Dear MATEJ11,

We are pleased to inform you that your 2 withdrawals request have been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,
Spinanga Casino Team

Matej11

• Czech Republic

10 months ago

I'm waiting for your approval, please! I've had enough!

Spinanga Casino

• Representative

10 months ago

Dear Matěj,

Thank you for bringing our attention to this matter.

We understand the importance of a swift withdrawal and would like to extend our apologies for any inconvenience caused by this delay.

Our team is now aware of the issue and will take action to expedite the withdrawals. We will post an update as soon as the amount is payed out.

We are grateful for your patience and understanding.

Kind regards,
Spinanga Team

Spinanga Casino Complaint Stats

Resolved 69 / 75

Avg. Amount $1,473

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Spinanga Casino Complaints

See all complaints for this casino

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.

63h left

€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

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Helmets collection

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.

75h left

€50

Delays with withdrawal again

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

Resolved

$455

Withdrawal delayed for over a week

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.

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€500

619 EUR locked since May unable to log in and no communication

I have 619 EUR locked in my account, and after several weeks, I still don't know why.

From 27.5.2026 on, I noticed I am unable to place any bets, either sports or casino. Also, I was unable to place deposits or withdrawals. Then, a few days later was unable to log in; it says "under review". Sent e-mail.

Got just a general reply on 28.5. I waited. On 22.6, I sent an email - no reply. On 26.6 sent another mail - no reply. On 6.7 sent another mail - still no reply.

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My manual withdrawal has been pending for too long

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.

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Delayed payment for 6 days

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.

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Withdrawal not paid for one week

Good morning @Askgamblers,