SpinGranny Casino - Player's tournament winnings are delayed and account access is restricted.

Hello,

I have participated in monthly tournament in Spingranny Casino which I eventually won. The prize for winning this tournament was 37 500 PLN. 

After 17 hours of the tournament ending, I was concerned that the prize hadn't been credited to my account, so I contacted the live chat. The consultant told me that there is nothing to worry about, that the prize would definitely be credited to my account, and that I should wait for an email (all screenshots from this chat are attached).

After about four hours, I didn't receive the email, so I contacted the chat again and was informed that I had been excluded from participating in any casino promotions (all screenshots from this chat are attached). No one at the casino has informed me in advance that I had been excluded from participating in the promotions. I have been only informed about it after I reported that the monthly prize hadn't been credited to my account. 

I am attaching the screenshot I took before the tournament ended, showing me in the first place. Points for playing were added to the standings as usual for all the time. On the last day of the tournament I lost around 10 000 PLN for playing slots because I wanted to reach high position in it.

They have also been adding daily tournament prizes to my account during last week and 3 of them are still available for me (screenshot is attached) so this is not true that I couldn't participate in their tournaments. 

Yesterday they also sent me this e-mail:

"Hello Jakub.

To facilitate communication, I will be using a translation tool to write in your native language. Therefore, I apologize for any translation errors.

I am writing regarding your bonuses. The relevant team has carefully reviewed the details and confirmed that no bonuses can be credited to your casino account at this time. We apologize for any inconvenience this may have caused.

If you have any further questions or require future assistance, please do not hesitate to contact us via live chat (a faster option) or reply to this email. We value your time with us and are here to help you in any way possible.

Sincerely,

Sam ,

Casino Customer Support Team"

This is my response which I also sent yesterday:

"Hi,

But monthly tournament was available for me. I was able to collect the points and I won it (screenshot which I have taken before tournament has ended is attached). You haven't informed me that I can't participate in it so how could I know about it? I lost around 10,000 PLN on the last day of the tournament because I wanted to reach high position in it.

You have also been adding daily tournament prizes to my account during last week and 3 of them are still available for me (screenshot is attached) so this is not true that I couldn't participate in your tournaments. 

Yesterday during the chat your consultant informed me that "Please rest assured that there is nothing to worry about your prize is safe. It's simply matter of time, and it will be processed as soon as possible"

I would like to avoid writing complaints on casino.guru (username Mixer) and *** (username ***). I still hope for resolving this issue without third party. 

Respond me as soon as possible please.

Kind regards,

Jakub ***"

After not receiving a response to my email for 11 hours, I had a short chat and I was told to wait for an email response. I received it today, and here it is:

"Hello, Jakub!

Thank you for your response!

We would like to inform you that the bonuses are no longer available to you. As this is a monthly tournament, they were previously accessible; however, the issuance of bonuses has now ceased. Moving forward, you may only participate using your actual funds.

You can still make deposits, play and withdraw the funds. If you become a more active player at our casino, this decision may be reconsidered. In this case you will be able to get our bonuses, VIP level rewards, and also participate in tournaments.

Apologies for any inconveniences caused!

Should you require any further assistance, please do not hesitate to reach out to us.

Best Regards,

Ophelia

Casino's Support Team"

I am able to attach only 5 screenshots in one message, so I will attach the rest screenshots in the next messages.

I would be very grateful for a help in this matter.

Kind regards,

Jakub

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Mixer,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue with Spingranny Casino regarding the tournament prize.

Please understand that we generally do not resolve complaints related to VIP or loyalty bonuses. Casinos may change the rules of their VIP or promotional programs at any time and may exclude players without prior notice. We are not able to compel casinos to grant bonuses, upgrade player status, or provide rewards, as these are discretionary benefits.

However, in your case, we understand that the situation may involve a tournament you were able to actively participate in, which requires further clarification.

To better understand your situation and assist you effectively, could you please provide more details by answering the following questions:

• What was the exact date and time when you joined the tournament, and when did the tournament officially end?
• Can you confirm whether you received any notification about being excluded from promotions before or during the tournament?
• Are there any specific terms and conditions of the tournament that you believe are relevant to your case?

I hope we will be able to assist you in resolving this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Hello Petra,

Thank you for your response.

• I joined the tournament on the beginning of Aprill. It lasted from April 1 to April 30.
• This is the point that I haven't been informed that I had been excluded from promotions before or during the tournament, I could participate in it until the end of the tournament and the points for playing had been normally added to the standings until the end of the tournament. I have been informed about that I am excluded only after I won it. I lost around 10,000 PLN on the last day of the tournament because I wanted to reach high position in it.
• I have been playing according to the terms and conditions of this tournament

Kind regards,

Jakub

Thank you for your reply and for providing the previous details, Mixer.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello,

I would like to request an extension of time to submit the required correspondence. I have been very busy lately.

Regards,

Jakub

Hello,

I understand. We will extend the deadline by another 7 days so you have more time to submit the required correspondence.

Thank you for your cooperation.

Dear Mixer,

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.

Hi Petra,

I have just sent you an e-mail.

Regards,

Jakub

Dear Mixer,

Based on your last email, the only recommendation I can make at this stage is to close the complaint for now. Should you need further assistance in the future, you can request that the complaint be reopened and we will be happy to review it again.

Could you please confirm whether I may proceed with closing the complaint for the time being?

Thank you in advance for your response.

Hi Petra,

Ok close this complaint for now please.

Thank you for all of your effort.

Kind regards,

Jakub

We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.

Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.

If you change your mind or feel you need our support, we will be here to help.

Best Regards,

Petra