The player from Germany encountered a technical error related to the Collections promotion, which prevented him from using a bonus associated with an outdated card in the 'Spears' collection. He had contacted support multiple times since November 4th, 2025, but his €100 rewards remained delayed. The casino acknowledged the issue as a technical error and confirmed that the €100 reward was added to his account, although the collection remained incomplete due to the glitch. After the player stopped responding to inquiries and reminders, the Complaints Team closed the complaint due to lack of communication, with the option to reopen it if the player resumed contact.
Spinanga Casino - Player's bonus has been delayed due to technical issues.
Closed
Our verdict
Player stopped responding
Amount: €100
Spinanga Casino
Safety Index 8.6 HighCase summary
Discussion
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7 months ago
Translation
As a participant in the Collections promotion, where the goal is to unlock 10 out of 10 cards in a collection using FUT coins in order to receive the corresponding bonus, a technical error seems to occur.
A specific card from the "Spears" collection - requires 5 FUT coins and includes a 3 free spins reward -
This is probably the link to the casino slot.
This card is outdated as the provider is no longer supported. Furthermore, this card is not considered active, and therefore the corresponding cash bonus is unusable, as can be seen in the attached screenshot. Since contacting them via live chat on November 4th, 2025, I was told that the case had been forwarded to the responsible department. Simultaneously, on November 4th, I also sent my request via email, and on November 7th, I received further confirmation that the responsible department was now handling the case. It's worth mentioning that I had a similar problem with Rabona, a casino in the same group, except that a single activated card wasn't being counted. However, the corresponding reward of 5 free spins was quickly activated by a support employee, thus resolving this technical issue.
The crediting of my €100 rewards is definitely delayed here; this offer is subject to a wagering requirement of x1.
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7 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.
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7 months ago
Dear oxomoxbox,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to katarina.d@casino.guru?
Have you stopped playing right after the incident? Meanwhile, please check our article explaining "How slot machines are programmed"
ttps://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you.
Thank you in advance for your understanding.
Best regards,
Katarina
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7 months ago
TranslationI have sent you the chat history with Spinanga Support via email. As can be seen from the foregoing, a technical error regarding the bonus and its pending receipt has been confirmed, along with a screenshot of my account from the relevant bonus section.
Best regards,
Daniel
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7 months ago
TranslationThere are no technical problems, at least none that you can fix in no time, however, this casino group is far from customer service.
I only need to look at the complaints section on Casino-Guru to see my suspicions – they're driven solely by greed! Standard payout times range from a minimum of 3 days (with a lot of luck) to an average of 1 to 2 weeks, and even up to a month or more... plenty of time to cancel requests and gamble everything away! :-) I think that speaks for itself.
In my case, they can't bring themselves to simply grant a bonus without wagering requirements. The biggest bunch of idiots I've ever encountered. These recurring, identical statements from support are driving me crazy – yesterday my case was escalated to a professional department which, according to the live chat, treats such tickets with more seriousness 🤦🏻♂️
Avoid these companies like Rabidi NV Media, Starmedia, and whatever their names are.
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7 months ago
TranslationWhy isn't she answering?
I already suspected it, this is a waste of time.
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7 months ago
Dear oxomoxbox,
thank you for your replies and email.
Your concerns are being addressed internally. We appreciate your patience and will provide updates as soon as they are available.
Katarina
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7 months ago
TranslationHello dear Katarina,
The timer seems to have expired. Are you still working on this case?
Daniel
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7 months ago
Dear oxomoxbox
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, Matej (matej@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,
Katarina
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7 months ago
Hello oxomoxbox,
I am sorry to hear about your troubles.
I would like to invite the casino representative into the case:
Dear casino representative, could you please check the case and explain to us what happened?
From the evidence oxomoxbox provided it is obvious that his collection is complete; however, in your system this collection is shown as 9/10. (count the spears on the picture)
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7 months ago
Dear oxomoxbox,
We would like to inform you that the recent issue you experienced was the result of a technical error. Our team is actively working to resolve this as quickly as possible.
Please note that the reward of 100 EUR has been successfully added to your account. However, the achievement cannot be completed until the technical issue is being resolved.
Thank you for your patience and understanding.
We appreciate your continued support and hope you continue to enjoy a great gaming experience with us.
Kind regards,
Spinanga Casino Team
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6 months ago
Hello oxomoxbox,
Please confirm if we can close the complaint. If the symbol issue takes longer to resolve, you can reopen it at any time.
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6 months ago
Dear oxomoxbox,
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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6 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,
Matej
Casino.Guru
