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Spinurai - Withdrawal not processed


Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.

Read our Spinurai Casino Review.

Player's Complaint

I'm trying to withdraw winnings from Spinurai. I have uploaded all verification documents (without even being prompted to do so, but thought it'd help). I requested withdrawal of 4000 EUR at 8:00 CEST 26th of July.

I noticed that max withdrawal per day is 2500, so I cancelled my pending withdrawal of 4000 and changed to 2500, leaving 1500 in my player account. This new withdrawal was made 26th of July at 19:32 and I'm still waiting for it to be processed.

I have tried emailing their support team twice, without getting a reply and their live chat is not working. What should I do?

Read the casino review

6 Responses

User icon
July 30, 2021

Hi sharkinator - welcome to!

With the greatest of respect, you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 14th of August let us know and I'll contact the operator on your behalf.



User icon
July 30, 2021

Hi thepogg.

With the greatest of respect, do you think it is reasonable to wait 20 days for a withdrawal that is said to be processed within 3 days?

Copied from their terms:

"Your withdrawals will be processed as soon as possible, however, please keep in mind that some web wallets take up to three (3) days to process the withdrawal request."

Additionally, they are not responding to any support emails and their chat is disabled.


User icon
July 31, 2021

Hi sharkinator,

With the greatest of respect, we are not the operator's customer service department nor should we be treated as an alternative to trying to resolve the issue on your own behalf.

As an ADR we serve to resolve disputes between yourself and the operator as a more easily accessed alternative to the court system. A good rule of thumb is that if your issue is not yet at the point where you would consider legal action - and to be clear, a delay in payment of this length does not fall into that category - it is not yet time for you to look for 3rd party assistance.



User icon
August 3, 2021

You can mark this one as resolved. They finally paid out. Still no replies from customer support but I received my winnings.

User icon
August 4, 2021

Hi sharkinator,

Thanks for letting us know - it is appreciated :)


User icon
August 11, 2021

Hello , I have already the same Problem .. I wait until Sunday for processing my payout and documents.

The chat is not available and there is no response from support via email.

Of course you have to wait a few days, but not answering is dubious

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sharkinator consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Spinurai
  • Malta Gaming Authority
  • N1 Interactive Ltd

July 27, 2021

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