Spinorhino Casino - Player's deposit is delayed.

Hello,

I’ve been depositing a couple of times at Spinorhino and everything went well. But last week (week ago) I lost 2.000 euro playing. Stupid from me. But then I tried to deposit another 2.000 but it never reached my account. I thought I did something wrong so I tried it again a hour later. That 2.000 also didn’t get in my account but did get off my bank account. Now I asked them what’s wrong and they are saying their payment provider is the issue and they can’t do anything about it. The money is stuck at the payment provider (they dont tell me who the payment provider is). All they say is that the payment provider told them the deposit has failed and I will get my money back within 10 business days (they didn’t show any prove the payment provider told them this). I was looking online and I’ve seen someone with the same problem, but he didn’t have his money back after 2 months. So it feels I’m getting scammed. I know, super stupid of myself, but I hope you guys can help get my money back!

I have the conversation with the casino in my mail (and also screenshots of conversations). Do you need that?

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has not been credited to your casino account, I recommend contacting your payment provider so they can investigate. Please note that this can be a complex process and may take approximately one month. In these cases, the casino is usually unable to act while the payment provider investigates.

I apologize that we cannot be of more assistance at this time. I will leave this complaint open for one month and would appreciate it if you could keep us updated on any progress.

Thank you for your understanding.

Best regards,

Kristina

Hello,

But the problem is, I don't know who the payment provider is. I've paid to Gadzooks Lmtd and all i can see is that the payment to them was made correctly. I guess they should get my money on my casino account. But the casino told me the payment provider (so I still guess Gadzooks Lmtd?) told them the deposit failed. But I can't get in contact with Gadzooks Lmtd so I really don't know how to get the money back. Maybe you can talk to the casino and ask them how I can resolve this? Or let them show you guys proof they really asked the payment provider to investigate it?

Let me know what you think!

Thank you for your response, Hockeyplayer. I would like to clarify that we are not requesting you to reach out to the payment recipient; instead, we ask that you contact your payment provider. Since you did not specify the payment method used for your deposit, I can only provide a general example. For instance, if your deposit was made through Skrill, it would be necessary to contact them directly. Similarly, if you used Neteller, you would need to reach out to Neteller for assistance. I sincerely appreciate your cooperation and understanding in this matter.

Hello,

If i try to pay again a deposit i get as third party: Yapily Connect UAB. Is this what you mean? Because i paid like this, using ABN AMRO:

And if I do so I get this:

So do I need to get in contact with Yapily Connect UAB? And if so, do you know how to get in conact with them?

Please don't make this public access, because of the screenshots.

If your funds were transferred from ABN AMRO to the casino during your deposit, we suggest contacting ABN AMRO for further assistance.

Dear Hockeyplayer,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Hockeyplayer,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina