The player from Germany requested the withdrawal of €100 earned from completing a collection at Spinanga casino two weeks prior, but had not received the funds. Despite multiple emails to support and persistent inquiries via live chat, there was no effective response. The Complaints Team was unable to proceed with further investigation due to the player's lack of response to inquiries and reminders, leading to the closure of the complaint. The player retained the option to reopen the complaint in the future if they chose to resume communication.
Spinanga Casino - Player's winnings are delayed.
Closed
Our verdict
Player stopped responding
Amount: €100
Spinanga Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Good day,
I have the following problem. At the "Spinanga" casino, you can collect collections. Each card has 10 cards, and each card must be purchased with coins earned by wagering real money, for example. I completed a collection two weeks ago that was supposed to pay €100 in real money into my player account, but I still haven't received anything. I've written emails to support, which they don't even answer anymore, and the live chat support tells me exactly the same thing every time: "We're taking care of it. I'll tell the tech team to hurry up."
As I said, two weeks have passed now and the whole thing just feels like a huge scam. Never in a million years has it taken this long for the €100 to be credited to my account.
I would be very grateful if you could help me in this case.
Thank you!
Automatic translation:
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3 months ago
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please clarify when was the last time you received a reward from the 'collections' system in the casino?
- Did the casino acknowledge any technical issues with distributing this or adjacent rewards?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
Translation
Good day,
First of all, thank you very much for the quick reply and your help in general.
Unfortunately, I don't remember when I received the last and also first bonus for completing the first collection; I can't go back far enough in history to find it.
Regarding the technical issues, the casino and support keep telling me that there were problems, but that technical support is already working on it and will credit the money to my account as soon as possible. However, I'm 100% sure that's a blatant lie. I've been waiting for over two weeks now, and every time I ask in live chat, I get the same answer, literally—it's sometimes the same answer word for word as in previous chats. Each time, they assure me that I don't need to worry and that they're working on it.
The support team, which is actually responsible for this and can only be reached via email, simply hasn't responded to me at all anymore. The first email I sent gave me an auto-generated reply saying there were problems and they didn't know when I'd get the money. Since then, I've heard nothing.
I will send you the email history to the address above.
Thank you.
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3 months ago
Thanks for your reply.
If the issue persists, please share a screenshot from your bonus history or bonus section showing which bonuses you redeemed recently and which bonuses are available for you to activate at this time.
Post screenshots here or send the information to my email at [email protected]
Thanks in advance for your cooperation.
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2 months ago
Thanks for your patience.
If the issue persists, kindly provide a legible screenshot with the information I requested. The screenshot you submitted contains illegible information.
I apologize for the inconvenience.
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2 months ago
Dear Dannydawg,
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,
Tomas
Casino.Guru
