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Casino delaying €24,800 withdrawal for a 2-year verified VIP player

Complaint Description:

I am a fully verified VIP player at Spinarium Casino for over 2 years, with lifetime deposits exceeding €70,000. I currently have a winning balance of €24,800, and my withdrawal requests have been kept pending with no clear timeframe.

The VIP manager (Emma) explicitly confirmed in our chat that my account documents are fully approved and that my balance is "OK". However, they are using open-ended "routine game checks" as a stalling tactic to delay the payout of my funds.

Given my verification status and extensive history with this casino, there is no technical or regulatory reason to withhold my money. I have provided a 3-hour ultimatum to the casino which has expired without resolution. I am requesting the immediate approval and processing of my €24,800 withdrawal. I have full WhatsApp chat logs and account screenshots to provide as evidence.

They did first 4 withdrawal for 850€ 

In 2 days 

I have a limited for 8000 € each day to do withdrawal 

But now said 1700€ 

And i said ok, and also nothing happened from 13 /05/2026

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Dear Dado123,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

"Thank you for the update. I want to clarify that this is not a standard withdrawal delay. I have been a fully verified VIP player for over 2 years with more than €50,000 in lifetime deposits. My VIP manager (Emma) has already explicitly confirmed in our chat that my account is 100% approved, my KYC is complete, and my balance is fully 'OK'. The casino is currently using an open-ended 'routine game check' solely as a stalling tactic to avoid paying out my €24,000. I am keeping this complaint active and will update you if any changes occur during the waiting period."

Attached is the official confirmation from the casino representative admitting that my funds are fully checked and cleared, and that the rejection was solely due to their system queues. They are currently holding 6 new pending requests."

Update: The casino representative is now trying to deflect responsibility, claiming that Spinarium doesn't manage finances and blaming their payment provider for the delays and cancellations. However, they confirmed again that my funds are passing and approved. I request the mediator to reject this excuse, as the casino is solely responsible for fulfilling its withdrawal limits."

Dear Dado123,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello Dado123,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru