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