The player from Greece had not received winnings from a live blackjack game played two months prior. Despite making multiple inquiries to support, he had not received any response for two months. The Complaints Team stated that without sufficient evidence proving his eligibility for the winnings, they were unable to compel the casino to credit him. The player was advised to contact the game provider for further investigation, and the complaint was subsequently closed due to lack of evidence.
Spinanga Casino - Player's winnings haven't been credited.
Closed
Our verdict
Insufficient evidence from player
Amount: €43
Spinanga Casino
Safety Index:HighCase summary
Discussion
Public
Public
8 months ago
Translation
Hello
For about two years now 
months ago I played a game on live black Jack and they didn't refund my winnings. I have spoken to support many times and they tell me they will respond soon and for two months I have not had any response.
Automatic translation:
Public
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8 months ago
Dear thanosttt89,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the live blackjack game and the lack of response from support.
To better understand your situation and assist you effectively, could you please provide more details by answering the following questions?
- Can you provide details about the specific game round, proving the result in the casino's game history is wrong?
- What specific actions have you taken when contacting support? Were there any reference numbers provided?
Your cooperation in providing these details will help us investigate and work toward a resolution.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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8 months ago
Translation
Good evening.
Because it was my last money I played in the game as soon as the round was completed and I was not credited with the money I sent it to the game provider and they replied that the processing time is about 72 hours. I also sent it to spinanga in live chat. I took a screenshot of the game ID as I uploaded to you earlier. Spinanga assured me that the request was made and they are waiting for a response from the provider. I am still waiting for two months now.
Automatic translation:
Public
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8 months ago
Thanks for your reply.
I apologize but without proof of what the result of the game was - proving you are eligible for the winnings - we are unable to compel the casino to credit you the winnings.
I understand that you did what you thought was enough, but for us to proceed with the case, the ID of the game is not sufficient evidence to proceed.
Please let me know if there is anything else to support your complaint, otherwise, the complaint will be closed.
Any information you have can be shared here or to my email at [email protected]
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8 months ago
Translation
I don't have any more evidence. How could I have? That's why I directly requested the casino to see it on video replay. It's not fair for this case to be closed.
Do whatever you think.
Automatic translation:
Public
Public
8 months ago
I understand your frustration.
If you believe you have won, be sure to contact the game provider directly to launch an investigation. From our point of view, if there is no evidence of uncredited winnings, we are unable to proceed.
If you come across any evidence to support your case, don't hesitate to contact us again, and we'll try to help.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
