Spinanga Casino - Player’s reward is delayed after completing collection.

The site has a feature where "coins" accumulated via deposits and wagering can be spent on items within a "collection" each rewarding with a small bonus and when the collection is complete you are rewarded with real cash, amounts increase with the level of collection, each level being more expensive in regards of the coins I mentioned.

I completed a collection about 3 weeks ago now, haven't had an issue in the past but this time I noticed when I purchased the 9th out of the total 10 from the collection although the display of the collection itself showed 9 out of 10 items had been purchased the counter at the top of the collection only read 7 out of 10.

I questioned this and was reassured that it was irrelevant and as it was clear that I had intact purchased 9 out of the 10 upon completing the collection there wouldn't be an issue.

Unfortunately this isn't the case. I purchased the 10th and final item, the counter went from 7 to 8 out of 10, I have screenshots of this and unlike previous collections no prize was awarded.

I've since contacted them plenty of times and the support member passes on the inquiry and it seems like as soon as they get a reply they just shut it down. No reasoning, no explanation just tell me there is nothing they can do and that I will be contacted via email when it has been resolved which as I know all to well never happens and hasn't happened.

I don't believe this is an issue that they couldn't resolve Swiftly if they so wished but I'm trying to give the benefit of the doubt that this isn't totally deliberate. I've played on this site for over 2 years and this collection being completed shows this, it's no small task and has taken alot of time and money to get to a point where it could be done.

I just want what's fair. Unfortunately I can't get that done on my own and am feeling rather unappreciated as a customer. Please help

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing with the collection feature. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you complete the collection (date and approximate time)?
• Did you receive any confirmation message or pop-up after purchasing the last item in the collection?
• Have you noticed this issue affecting any of your previous collections, or is this the first time it has happened?
• Have you tried clearing your cookies and cache, deleting your browser history, or accessing your casino profile via a different device or browser?
• When was the last time the casino contacted you regarding this issue?

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

Veronika

Hi, it was 1.53am on the 18th of September (GMT +8)

The 1st thing I do with any issue like this is try different browser, check updates, clear cache, incognito mode and different device ect and that didnt help at all.

The previous prizes were awarded instantly and without even needing to contact support.

And they haven't contacted me at all, I've contacted them plenty of times and each time I wait for the live support member to hear from I'm guessing management of some level and as soon as they do it just gets shut down instantly. They don't offer any explanation they just say they will contact me via email and say if there isn't anything else I need help with they're going to terminate the chat.

I've never had that said to me and actually recieved a single email regardless of situation or however long I wait.

Thank you very much, dillonwilkinson, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinanga Casino representative to join this conversation.

Dear Spinanga Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Spinanga Casino Team

Dear Spinanga Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear all,

We would like to inform you that the player has received their achievement, as confirmed by the relevant department.

We apologize for any inconvenience caused and appreciate your patience.

Best regards,

Spinanga Casino Team

Dear player,

Could you please confirm, if your issue has been resolved?

Thank you.

Dear dillonwilkinson,

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.

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,
Mirka
Casino.Guru

We’ve reopened this complaint at the request of dillonwilkinson. We received confirmation, that the issue has been resolved.

Dear dillonwilkinson,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please 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,

Mirka Dubasova

Casino.Guru