The player from Italy faced issues with the casino that had blocked her from purchasing a feature required to access her winnings and free spins. Despite making multiple deposits and attempts to resolve the situation, she received no explanations or assistance, and her account remained active despite her request for closure. The complaint was ultimately closed due to the player's lack of response to the Complaints Team's requests for further information and communication records. The team remained available to assist should the player have chosen to reopen the complaint in the future.
Spinanga Casino - Player’s account remains active with unresolved issues.
Closed
Our verdict
Player stopped responding
Amount: €760
Spinanga Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
For months now, they've blocked me from purchasing a feature that costs 50 coins, which I can use to get the final prize for completing the collection of 760 CHF plus 5 free spins. I deposited a lot on the site, but when I was ready to withdraw the prize, they wouldn't let me, and they didn't give me any explanations or try to solve the problem. So, I tried to have the site closed, but again, with no success. It remains active.
Automatic translation:
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3 months ago
Important notice:
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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.
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3 months ago
Dear LadyMarjon,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Spinanga Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- What kind of feature are you referring to?
- Could you please share your account closure request with me?
- Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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3 months ago
Dear LadyMarjon,
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.
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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,
Katarina
Casino.Guru
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3 months ago
We’ve reopened this complaint at the request of LadyMarjon. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear LadyMarjon,
thank you for your emails. In order to proceed with your complaint, kindly address the questions asked in my initial response.
- Could you please share your account closure request with me?
- Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Looking forward to your reply,
Katarina
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2 months ago
Dear LadyMarjon,
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.
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2 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,
Katarina
Casino.Guru
