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?

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.

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.