Complaint #7 Spinaro Casino

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

By daab1234

1 year ago

Hello everyone,
I have deposited some amount to Spinaro on December 9th, 2024 via Jeton (New jetonBANK deposit, as the old JetonWALLET is not available anymore, since the accounts have been transferred from JetonWALLET to JetonBANK/JetonAPP).
I have been trying to cash out at Spinaro for some time now. I am fully verified, every document is submitted and approved, that's all ok.
Now the withdrawal is failing the 3rd time because Spinaro keeps asking to use the old JetonWALLET ID for the withdrawal, even though it no longer exists (as the JetonWALLET accounts have all been transferred to JetonBANK, and you got new IDs there. And as described, I made my last deposit from the new JeteonBANK Account ID). According to Jeton, you can no longer withdraw to the old ID because it will be rejected.
I have explained everything and uploaded screenshots. also screenshots of my new ID and proof of payment from the new ID. Nevertheless, Spinaro rejects the payout due to the ID, even though everything has already been explained. They continue to ask me to pay out to the old JetonWallet ID or, if I want to pay out to a new Jeton ID, to deposit money from it again. which I already did on December 9, 2024, and this is documented in detail with screenshots. nevertheless, Spinaro insists on this old ID, even though everything with the new JetonBANK ID is already documented with screenshots. can you help here?

Screenshots from chat and proof of payments attached

Translated with DeepL.com (free version)

Disputed Casino Spinaro Casino

Reason Declined payment

Amount €1360

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

daab1234

1 year ago

Can be closed

daab1234

1 year ago

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

AskGamblers

• Support Team

1 year ago

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.

Spinaro Casino Complaint Stats

Resolved 7 / 7

Avg. Amount $731

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Spinaro Casino Complaints

See all complaints for this casino

Withdrawal pending since last week Saturday

I requested a withdrawal for $700 last week Saturday September 27th, in the morning. Withdrawals are supposed to be processed within 3 business days. It is now Friday, October the 3rd, and my withdrawal is still pending. I have inquired many times and I am always told the same thing: that the request has been "escalated" but nothing has happened. I would like to get my withdr immediately please. As stated earlier, the amount in dispute is $700. I am fully verified and have withdrawn from this casino a number of times before. Attached is my latest chat with a support agent (I just attached the latest one since all of them went exactly the same way)

Resolved

$700

600e delayed withdrawal

I made 600e wihdraw 3/17/2025
9:09 AM and they told me it will be processed in 72 business hours.

After that withdraw is still pending.

3/15/2025 i received email where they said my account is verified. Also person in chat told me that everything is okay and withdraw can be processed.

I keep getting the same automatic answer when im asking where is my money.

I dont know what is the problem there.

Hope you can help me to receive my winnings.

Resolved

€600

Limited my account from making casino bets or sports bets with 800 euros in the account

I have 800 euro stuck in an account with Spinaro.

I am unable to make sports bets or casino bets as they have limited my account with no explanation. They asked me to provide all KYC. I have done this twice now and still cannot withdraw.

My emails are seemingly now being ignored? I'm not sure what is going on.

I feel I need a mediator to help resolve this.

Thank you

Resolved

€800

Withdrawal delayed at Spinaro casino

I have a pending withdrawal with Spinaro Casino that is late. Withdrawals are supposed to be processed within 3 business days. 4 business days have now elapsed but my withdrawal is still pending. I have inquired many times but everytime I'm just given the same copy and paste messages and I'm told the issue has been escalated but there's been no resolution and they refuse to even give me a possible timeline for the processing of the withdrawal. Attached are pdfs of my chats with them. I am verified and I have successfully withdrawn from this casino before. The amount of money in dispute is $357.48

Resolved

$357

Withdrawal taking forever

After 4 business days my withdrawal was cancelled due to "proof of payment" even though I'm not new at Spinaro and always use same payment method, same card. I uploaded everything I was asked for, and I was told it's all good this time. I made a other attempt right after.

It's been over 10 business days since my first attempt and no sing of my €650 withdrawal. I'm reaching Spinaro every day now and it's always "the delay is due to high amounts of withdrawals", but shouldn't they look after one customer withdrawal before moving to the next one?

My account used to be VIP lvl 5 until that was deleted and lost all progress and for some reason all my deposits are gone too. Very disappointed to say the least. Shame on SPINARO!

Resolved

€650

Withdraw is late

Hello AskGamblers!

I have withdrawn my funds 390e, but my withdrawal has not been completed for 4 days. When I asked the customer service, they said it will be completed. They can not answer date it.

Please make my withdrawal. Normally, the withdrawal is completed within 3 business days /72 hours, but it has passed within this period.

Account is verified.

Please help me.

Resolved

€390