The player from Germany was blocked from all bonus promotions at Spinanga. He was particularly frustrated because he could not redeem trading cards worth €950 at Spinanga due to this arbitrary decision. The complaint was closed due to the player's lack of response to inquiries and reminders from the Complaints Team. No further investigation or resolution was provided at that time. The player was informed that he could reopen the complaint if he chose to resume communication.
Spinanga Casino - Player is restricted from bonus promotions.
Closed
Our verdict
Player stopped responding
Amount: €950
Spinanga Casino
Safety Index:HighCase summary
Discussion
Public
Public
4 months ago
Translation
Hello CasinoGuru Team
Spinanga, Casinolab, Magius, and Cashed (all using the same script) have blocked me from all bonus promotions. After much back and forth, they stated that this was an admin decision, but I hadn't done anything illegal. I won sometimes and lost sometimes. What's particularly annoying is that I can't redeem my collected trading cards, which are worth €950 at Spinanga alone. It's a completely arbitrary decision without any explanation.
Automatic translation:
Public
Public
4 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino. If you have issues with other casinos, don't hesitate to submit a complaint for each one separately.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you currently?
- Are the rewards directly cashable? Is the 950€ withdrawable once redeemed?
Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
4 months ago
Dear andiwid,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
