Spinaro Casino - Spinaro declines withdrawal to my Jeton ID although I have deposited from this one

Dear @daab1234,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Hi, it's 1360 eur in my account that I want to withdraw; 660 is the current withdrawal request, 700 rest on my account. I adhere to the payout guidelines, according to my status with spinaro

Dear Spinaro Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hello,

Thank you for the opportunity to provide a proper response to this matter.

We recognize that timely access to your winnings is a fundamental aspect of your experience, and we are dedicated to managing such matters with the highest level of care and professionalism.

The KYC process is a vital step in ensuring the security of your winnings and facilitating a smooth withdrawal process. By verifying your identity and account details, we safeguard your funds from unauthorized access while meeting regulatory requirements. Your security remains our top priority, and we appreciate your cooperation in helping us maintain a safe and reliable platform. Now, we are pleased to inform you that your account is now verified, but in order for our payments team to be able to approve your withdrawal, there is still one more step.

On January 11, 2025, at 3:39:57 PM, you made an additional deposit that needs to be fully wagered according to our Terms & Conditions before you can request a withdrawal. Don’t worry—your previous withdrawal is still pending, and once the wagering requirements are met, our payments team will review it promptly.

"8.11. All deposited funds are non-withdrawable until they are wagered three times for slots (wager x3) and ten times for all table games (wager x10). For sports, funds must be wagered once (min odds 1.50) before withdrawal is permitted."

Once the wagering requirements are met and your initial withdrawal has been reviewed, you can submit a new withdrawal request within the daily limits: €700 per day, €3,500 per week, and €14,000 per month. In such cases, the preferred withdrawal method will be a bank transfer using the IBAN you have already approved.

For any further questions or concerns, please do not hesitate to reach out to our support team via chat or email. We highly recommend notifying us after submitting a new withdrawal request to ensure prompt evaluation within the timeframes outlined in our Terms & Conditions.

Thank you for your understanding and cooperation. We hope this message clarifies the issue and we are here for any questions.

Best regards,

Spinaro Team

Dear all,

this is obviously wrong. As already mentioned, I have requested the withdrawal many times, what was BEFORE January 11th. It always got rejected with the statement I have to withdraw to an old Jeton ID which is not available anymore, as all Jeton Accounts were moved from Jeton Wallet to Jetonbank. Everything is documented in the Chat files I uploaded.
Attached you'll find an email from Jeton, stating that I have to withdraw to the new Jetonbank ID.
Nevertheless they kept rejecting my withdrawal request, insisting I have to withdraw to the old ID; which is obviously not possible.
I spoke to the Spinaro support chat yesterday (Jan 11th!), who gave me the advise to deposit a minimum in order to have "a new deposit source, to which I can withdraw", that's the reason why I deposited a minimum yesterday.

Spinaro's reason for rejection, that I haven't wagered my deposits, is obviously wrong, since the minimum deposit was made after this complaint. I am complaining regarding the rejection due to the Jeton ID. I don't want to play, I just want to withdraw, since weeks.

Thanks
daab1234

Dear Spinaro Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Hello,

Thank you for the opportunity to provide a proper response to this matter.

We would like to clarify that our request for a no-wager deposit via Jeton was intended to register your new payment details, enabling the use of this method for future withdrawals. However, we note that the €10 deposit mentioned in our previous response was processed via bank transfer. Consequently, the standard wagering rules were applied upon its completion.

We are pleased to inform you that both of your withdrawal requests were approved by our payments team and the winnings should be already on their way to your banking account. Should you have any further questions or concerns, please do not hesitate to contact our support team via chat or email.

Thank you for your understanding and cooperation. We hope this message clarifies the situation and we are here for any questions.

Best regards,

Spinaro Team

Dear @daab1234,

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.

Dear all,

I have received my winnings now. But only via Bank transfer, after I had to make another minimum deposit in order to verify another payment method, which is very unsatisfactory. I don't understand why they asked for my old Jeton ID which is definitely in use anymore since summer 2024 and the latest payment in december came from the new ID. Spinaro should maybe update or check their database

Thanks a lot

Can be closed