The player from Spain experienced a payout discrepancy after winning a bet on roulette but only received €10 instead of the correct amount of €108. Despite sending over 20 emails to customer service, he receives only generic responses without resolution for the error. He seeks a detailed review of the play, verification of the result, and adjustment of the payout.
Spinanga Casino - Player’s winnings calculation is incorrect.
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Spinanga Casino
Safety Index:HighCase summary
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4 days ago
Translation
I am writing to you to clearly and thoroughly explain an issue I have experienced with an online gaming platform, and for which, after multiple attempts at resolution, I have not obtained any effective solution.
The incident occurred when I placed a bet on roulette for a total amount of €28. Within that bet, I placed a €3 bet directly on the number 9. In that spin, the result was indeed the number 9, which implies, according to the standard rules of roulette (paying 35 to 1 on straight-up bets), that I should have received a prize of €108 (€3 x 36, including the return of the bet).
However, the system only credited me with €10, an amount that is completely inconsistent with the result and the terms of the game. I believe this constitutes a clear error in the settlement of the bet.
Following this incident, I contacted the platform's customer service via email. To date, I have sent over 20 emails over the course of more than a week. However, the responses I have received have always been generic and automated, failing to address the specific problem or offer a genuine review of the case or a solution.
This situation leaves me feeling clearly helpless as a user, since not only has the possible payment error not been corrected, but I have also not been provided with a technical or justification explanation of what happened.
Therefore, I request:
A detailed review of the play in question.
Verification of the result and calculation of the prize.
A clear and well-founded explanation.
The adjustment of the correct amount in case the error is confirmed.
I am attaching this explanation as part of my request for help, with the aim of having the case evaluated and being guided on the steps to follow for its resolution.
I remain at your disposal to provide any additional information that may be necessary.
Automatic translation:
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2 days ago
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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.
- Is there any evidence about what your bet placement was during the affected bets?
- Have you provided sufficient information and evidence to the casino for investigation already? What responses have you received?
- Could you please share with me your communication with the casino regarding 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.
