Spinni Casino - Pelaajan talletettuja varoja ei hyvitetä.

Hello! SpinniCasino was not in the betting menu, so I apologize that the Casino is different; I couldn't send without making a selection. Last night, I deposited 200€ into SpinniCasino, which has previously operated without delay in both directions. I deposited an additional 20€ to see if the problem was on my side. Neither of the amounts ended up in my game account, but they were deducted from my bank account. I checked with the payment intermediary, Zimpler, and the payments have gone to SpinniCasino, so the problem is on their end. What can I do?

Hei! Spinnicasino ei ollut vetovalikossa joten pahoittelen että casino on eri, en saanut lähetettyä ilman valintaa. Talletin yöllä 200e spinnicasinolle joka on aikaisemmin toiminut viiveettä kumpaankin suuntaan. Talletin 20e lisää kokeillakseni onko vika minun päässäni. Kummatkaan summat eivät päätyneet pelitilille mutta lähtivät pankkitililtä. Tarkistin vielä maksunvälittäjä Zimpleriltä ja maksut ovat spinnicasinolle menneet, joten vika on siellä päässä. Mitä voin tehdä?

Dear hosbox, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Hey.

I was able to log in last week and make a deposit of 200e. The deposit did not arrive. I tried again with a 20e deposit to see if the problem is on my end, but the same thing happened again. After that, I tried to contact customer service via chat and email without success. Today (29.01) I was able to log in and received an answer from the chat that the problem is with the payment broker and it is being fixed. They said I would get my money soon. However, nothing happened. I checked with Zimpler (payment broker) that there is a problem with their system. I received a receipt and confirmation from Zimpler that the money had been transferred completely correctly and without any problems. I still haven't received my money and no e-mails are answered from any address.

Hei.

Pystyin kirjautumaan viime viikolla ja tekemään talletuksen 200e. Talletus ei saapunut perille. Kokeilin vielä 20e talletuksella onko vika minun päässäni mutta sama toistui. Tämän jälkeen yritin kontaktoida asiakaspalvelua chatin ja sähköpostin kautta tuloksetta. Tänään (29.01) pystyin kirjautumaan ja sain vastauksen chatista että ongelma on maksunvälittäjässä ja sitä korjataan. Saisin kuulemma rahani pian. Mitään ei kuitenkaan tapahtunut. Varmistin Zimpleriltä (maksunvälittäjä) että onko vika heidän järjestelmässään. Sain kuitin ja vahvistuksen Zimpleriltä että rahat olivat siirtyneet täysin oikein ja ongelmitta. Edelleenkään en ole rahojani saanut eikä sähköposteihin vastata mistään osoitteesta.

Could you please advise if the money was already credited to your casino account?

Dear hosbox,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.