Spinanga Casino - Player's account is closed and reward is missing.

I would like to file a complaint against Spinanga Casino regarding a missing reward and lack of proper customer support.

I completed a full collection, which according to the promotion rules should grant a reward of 425 PLN.

However, despite having all items collected (I have a screenshot confirming this), the system incorrectly shows only 8/10 spears, and the reward has not been credited to my account.

I first contacted customer support around March 19, when I was informed that my case had been forwarded to the relevant department. I followed up again on March 23, but since then I have not received any meaningful update or resolution.

It has now been over 3 weeks, and the only responses I receive are generic messages stating that the case is "under investigation" with no timeline or concrete explanation.

Additionally, my account was closed without resolving this issue, which makes the situation even more concerning.

I have provided a screenshot showing that the collection is fully completed, and I believe I have met all the requirements to receive the reward.

I kindly ask Casino Guru to assist in resolving this matter and ensure that the casino either:

• credits the promised reward of 425 PLN, or
• provides a clear and justified explanation for denying it.

Thank you for your assistance.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Do I understand correctly that you currently do not have access to your account?
• Have you made any real money deposits in order to activate the promotion?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Attila

Hello.

-This isn't a bonus, these are so-called "achievements" where you can use PTK earned during gameplay to buy specific helmets, shields, weapons, and spears. SUCH AS IN MY CASE, where I bought 10/10, but the website shows 8/10, and I didn't receive the reward for buying all of them.

-Yes, I don't have access to my account. When I sent a more specific email to support regarding this matter and threatened to post about it here, I received this message and lost access to my account:

Thank you for contacting Spinanga Customer Service. Thank you for posting the screenshots. We would like to inform you that your account has been closed in accordance with the Administration's decision. We have also forwarded the matter to the appropriate department, which will thoroughly review your report regarding the non-crediting of the bonus and take further steps to resolve the situation. We understand that this matter may have caused frustration and inconvenience, for which we sincerely apologize. Please be patient and wait for a response from our team, who will provide you with full information and help you find a satisfactory solution. Thank you for the materials you sent and your commitment to clarifying the situation; we appreciate your cooperation in this matter. If you have any questions, please contact us by email at support@Spinanga.com or via Live Chat. Best regards, The Spinanga.com Team

-I have made numerous real money deposits Best regards, and I look forward to your assistance

Thank you for your reply. Could you please forward your communication with the casino directly to my email? You can reach me at attila.g@casino.guru.

Additionally, could you please explain the mechanic behind the achievement system? Were the points bought with deposits?

Thank you for your patience and cooperation.

Hello, as far as the mechanism is concerned, it worked in such a way that you received points for deposits and money transactions from the real balance, and as for correspondence, I will send it in a moment and wait for a reply 😉

Hello, can someone help me?

Dear Mr.D,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Mr.D,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Spinanga Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account blocked? Additionally, could you please give us your take on the situation with the reward?

Thank you in advance for providing us with your view of the issue.

Dear all,

We kindly inform you that we are in contact with our relevant department and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Spinanga Team

Dear casino representative,

thank you for your answer. We will be awaiting the further updates.

Hello.

The casino's response is the same as the emails I received from Spinna, i.e. they're trying to sell the customer. Will this ever change?

Can't you settle this matter once and for all?

Dear all,

Thank you for your patience while we reviewed this case.

Please be advised that the player's account has been permanently closed following explicit legal threats and threats to involve regulatory bodies. In accordance with our internal security protocols, we maintain a zero-tolerance policy regarding such conduct.

Regarding the player's claim for "collection" rewards, please note that these achievements are credited exclusively in the form of bonuses. As the account is now closed due to the aforementioned breach of conduct, bonuses cannot be issued or activated. Consequently, there are no outstanding funds or rewards to be paid out.

Thank you for your understanding.

Best regards,

Spinanga Team

This is simply ridiculous. I contacted them multiple times about this issue, and after about three weeks without resolution, I sent them another email stating that if they didn't resolve the issue within the next seven days, I would report them and post about it on this forum.

Oh, and as for the reward, if I remember correctly and I received these rewards for other collections, the reward was not in the form of bonuses...

Dear parties,

thank you both for offering us your respective points of view.

Dear casino representative,

Could you please clarify, what is the exact format of the reward? Is it automatically granted after gathering all items, or is it a standalone bonus subject to additional conditions? Can you address the discrepancy between the player's statement (10/10 Spears) and your logs/data (8/10 Spears)?

While I fully understand that it is your right to close the player's account, if the player checked all conditions required to get the reward beforehand, it seems he should be compensated.

Dear Mr.D,

apologies if this seems redundant but I would once again like to ask you to give us some further description of the reward situation. Were you required to specifically make real-money deposits in order to gain the items? How much money have you approximately wagered in order to get this reward? Were the items specifically a part of the casino's promotional offers or is this a global, provider based reward you can access in game?

The situation was as follows: by wagering real money, you earned points that could be used to purchase individual items in a given prize, in this case, SPEARS.

The real-money deposit was necessary because we didn't earn points on bonus bets.

I can't estimate how much money I wagered, but I'm sure the turnover was at least several thousand or tens of thousands of złoty to purchase all the items in a given group.

The items are not part of the promotional offer; everyone has access to them, but unfortunately, I don't, as my account has been blocked.

Dear Martin,

We kindly inform you that the matter is still being checked from the relevant team. It is actually a reward in a bonus form but since the account is closed, even if the matter is checked and reward is credited, you understand that is not feasible for the client to receive it.

Best regards,

Spinanga Team

Dear casino representative,

thank you for your message. We will be awaiting the update from the relevant team. We would especially appreciate a comment on the mentioned discrepancy - as the player claims he had amassed 10/10 spears, not 8, as the casino claims. Are there any logs that could shed more light on the issue?

so I won't get my account back and I'll never see the reward? Hahah

Dear all,

We kindly inform you that we are checking on the matter with our relevant team and we will have updates for you as soon as possible.

Thank you for your patience.

Best regards,

Spinanga Team

This is clearly a scam. Have you been investigating this for two months? Please don't joke around... So the casino is really that bad from a technical perspective?

Dear player,

Thank you for your patience.

We kindly inform you that it was decided from our casino management to provide you the amount of 425 PLN through manual withdrawal of the funds.

To proceed with the payment, kindly provide us with your bank details:

-Full Name (please include all names including middle names)

-E-mail

-Bank Account’s Owner name

-IBAN/Account no.

-Bank Name

-Bank location (Country)

-SWIFT/BIC

Once we receive this information, we will inform you of the next steps accordingly.

If you have any additional questions don't hesitate to contact us.

Best regards,

Spinanga Team

I wrote you an email at support@spinanga.com, I'm waiting for your reply :)

Dear Spinanga Casino representative,

thank you very much for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until Mr.D confirms his withdrawals have been paid out.

As soon as I receive the transfer, I will inform you.

Dear Mr.D,

thank you for your continued cooperation. As more time has passed, I would like to ask you for an update on the current proceedings. Have you received your compensation?

Unfortunately not, and I didn't receive any response from the casino after sending the data.

Dear Mr.D,

thank you for your continued cooperation. Have you now received any communication from the casino representative? If not, we will contact the casino again.

Good morning, I received the transfer from Spinanga. Thank you for your help and please close the case.

Best regards!

Mr. Martin, thank you very much for your reliable and specific help!

Dear Mr.D,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Spinanga Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation, confirmation, and your kind words. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help! 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru