The player from Germany faces issues withdrawing money due to two unresolved problems: a missing €100 reward for a completed card collection and the inability to redeem three non-redeemable cards for a €50 reward. Despite multiple contacts with support over six months, he has not received a satisfactory resolution.
Spinanga Casino - Player's winnings are delayed due to unresolved rewards issues.
Opened
Current status
Waiting for Casino Guru to reply
5d 18h 53m 14s
Spinanga Casino
Safety Index:HighCase summary
Discussion
Public
Public
4 days ago
Translation
Hello,
I have already seen the same problem here from another customer in the same casino, and to my surprise, it seems to have been successfully resolved.
Problem 1.
Missing reward = €100
This is a 10/10 (complete) Spears card collection, which is displayed as 4/10 (incomplete). I have not yet received the €100 reward for completing the collection.
Problem 2.
3 non-redeemable cards for a €50 reward
Another problem exists with the first collection, which has a €50 reward. I've been able to redeem all but three of the cards, and despite having collected enough FUT coins, I can't redeem the last three missing cards to complete the collection and receive the €50 reward.
I have contacted support multiple times via live chat and email, but have repeatedly been told that "my request will be forwarded and the responsible department will contact me by email." Unfortunately, this has not happened. This problem has persisted for over six months, and no helpful solution has been found.
Automatic translation:
Public
Public
2 days ago
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Public
Public
2 days ago
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.
- Have you attempted to access your player's account using a different device and a different browser? Did the issue persist?
- Could you please share with me your communication with the casino, trying to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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
Casino Guru is examining the case
Tomas is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
