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Spinatra Casino - Not following their own payment terms and conditions


Complaint Info

Disputed casino

Spinatra Casino


€ 600

Posted on March 26, 2019

Good afternoon.

I want to file a complaint against the Spinatra Casino (new casino recently incorporated in ASKgamblers). For the following reasons:

Your Terms and Conditions say

2 Express Acceptance: Players who make a withdrawal of € 200 or less or do not use any match bonus, or who use a match bonuses valued at 100% or less (as their last bonus before requesting withdrawal) will qualify for Express Acceptance . Express Acceptance means a withdrawal request will be reviewed, approved, or refunded within 3 business days of the request. If the last bonus before requesting a withdrawal used is greater than 100%, or the withdrawal is greater than € 200, Regular Acceptance rules will apply. Winnings from a No Deposit Bonus are ineligible for Express Withdrawal.

3 Your payment will be made after acceptance, Express or Standard within 10 business days.

In live chat, the person who has answered my question about how long it would take to process the withdrawal that I have pending 600 euros, informs me that it will be processed within 20 or 25 working days.

I think it is a serious breach of their own terms and conditions and the ASKgamblers, should know this situation and judge if they are interested in playing here. (To be new, they start well)

Posted on March 26, 2019

Appreciated ASkgamblers.

I wanted to inform you that according to the email I sent (if I remember correctly), my withdrawal had been processed / processed but they said it would take 20 to 25 working days and as I explained at the time in my opinion, those circumstances do not adapt to their own criteria of their terms and conditions

The email told me the following:

"Dear Antonio,
Greetings from Spinatra !!!
We are glad to inform you that your withdrawal request for 600 Euros (withdrawal Id - 27) made on Mar-19-2019 has been confirmed by the withdrawal team.
Please be informed that due to huge, heavy and heavy volumes of withdrawal requests that we have received and are in queue to be processed, it will take at least 20-25 business days for the entire withdrawal process to be completed. "
We request your co-operation and patience in this regard.
As and when we need any documents from you, we will ask as soon as the withdrawal process progresses ahead.
Wish you Happy Gaming !!!

Thanks & Regards,

Spinatra Support Team

P.S. In honor of the truth, according to the information that I have, the withdrawal has been processed, which does not seem fair for me to delay that time, because it goes against their own terms and conditions and that makes it difficult for the casino to continue playing, and it is interesting that customers know these circumstances, so that they act accordingly and the casino can rectify and act according to their own terms and conditions

Posted on March 26, 2019

Permitting to add a simple comment more, the transaction number is 27 (I understand that only when requested there were 27 withdrawal requests), then I do not understand why they tell me that there is a large volume of orders, if your own transaction number is the 27, before this foundation is illogical that they claim that they have to take 20 to 25 days, I have to say that your explanation of the email lapses by itself

Thank you

Posted on March 27, 2019

Hi ASKgamblers, I would like to update this complaint, I have attached an email that I received from Spinatar Casino

[email protected]
18:00 (19 minutes ago)
for me
Translate message
Deactivate for: English
Dear Antonio,

Your withdrawal has already been confirmed to be processed by the withdrawal team. So, that's really a good news that it got confirmed within quite a short period.

Now the withdrawal team will get back to you if anything is needed and your request will be completed accordingly.

20-25 business days is the maximum time frame that has been confirmed to us by the withdrawal team. It might happen even much before that. J

Request you to be patient and kindly co-operate with us.

Regarding terms and conditions, they are under review by our management and are subject to change in the future.

 However, I will forward your feedback to them as desired.

 Thanks & Regards,

 Spinatra Support Team

Posted on April 5, 2019

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on April 5, 2019

Hello to all I want to inform you that SINATRA Casino, I transferred the requested amount, 600 euros.

They have the will, but I have recommended that in order to have clients it would be interesting for them to adapt the withdrawals, they will be processed faster

thanks ASKgamblers and SPINATRA CASINO

Posted on April 5, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.