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Hello,

I have already seen the same problem here from another customer in the same casino, and to my surprise, it seems to have been successfully resolved.

Problem 1.

Missing reward = €100

This is a 10/10 (complete) Spears card collection, which is displayed as 4/10 (incomplete). I have not yet received the €100 reward for completing the collection.

Problem 2.

3 non-redeemable cards for a €50 reward

Another problem exists with the first collection, which has a €50 reward. I've been able to redeem all but three of the cards, and despite having collected enough FUT coins, I can't redeem the last three missing cards to complete the collection and receive the €50 reward.

I have contacted support multiple times via live chat and email, but have repeatedly been told that "my request will be forwarded and the responsible department will contact me by email." Unfortunately, this has not happened. This problem has persisted for over six months, and no helpful solution has been found.

Hallo,

Ich habe bereits das gleiche Problem hier schon mal von einem anderen Kunden aber im selben Casino verfolgen können und zu meiner Überraschung scheint es erfolgreich gelöst worden zu sein.

Problem 1.

Fehlende Belohnung = 100€

Es handelt sich hierbei um eine 10/10 = vollständige Kartensammlung "Spears", welche als 4/10 = unvollständig angezeigt wird. Die 100€ Belohnung dieser abgeschlossenen Sammlung konnte ich bisher nicht erhalten.

Problem 2.

3 nicht einlösbare Karten für 50€ Belohnung

Ein weiteres Problem besteht mit der ersten Sammlung mit einer Belohnung von 50€. Ich habe bis auf 3 Karten alle einlösen können und trotz ausreichend gesammelter FUT Münzen kann ich die letzten 3 fehlenden Karten nicht einlösen um diese Sammlung abschließen zu können und die dafür vorgesehene Belohnung von 50€ erhalten zu können.

Kontakt zum Support wurde bereits mehrmals via Live Chat und Email aufgenommen und immer wieder vertröstet mit "mein Anliegen werde weitergeleitet und die zuständige Abteilung würde sich bei mir per Email melden", leider war dies bisher nicht der Fall. Dieses Problem besteht bereits seit mehr als 6 Monaten und es wurde keine hilfreiche Lösung gefunden.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you attempted to access your player's account using a different device and a different browser? Did the issue persist?
• Could you please share with me your communication with the casino, trying to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

Thank you so much for your quick reply. Yes, I logged in with different devices, but unfortunately the problem persisted. I've already been in contact with several support staff members via live chat and email, but unfortunately I don't have any screenshots. However, I can send you the emails. 🙂

Thank you so much for your effort 🙂

Hallo,

Vielen Dank erstmal für Ihre schnelle Antwort. Ja, ich habe mich mit verschiedenen Geräten eingeloggt und leider bestand das Problem weiterhin. Ich hatte zwar bisher mit mehreren Support Mitarbeitern Kontakt via Live Chat und Email doch leider habe ich keine Screenshots aber Email davon kann ich Ihnen zukommen lassen🙂

Vielen Dank für Ihre Mühe🙂

Hello Gamer_91,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okay, thank you very much for your effort 🙂

Okay, vielen Dank für Ihre Mühe🙂

Dear Gamer_91,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Gamer_91,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Spinanga Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Spinanga Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons why the player’s winnings are delayed due to unresolved rewards issues.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear all,

We kindly inform you that we are checking on the matter and we will have updates as soon as possible.

Thank you for your patience and understanding.

Best regards,

Spinanga Team

Hello everyone,

Thank you for the update.

Spinanga Casino, I will wait for your findings and the next update regarding the player’s winnings and the current status of the case.

Dear Gamer_91,

Thank you for your patience.

We kindly inform you that we have added to you the amount of 250 EUR as cash bonus.

Best regards,

Spinanga Team

Thank you so much for your reply and the added credit 🙂

For me, this matter is now resolved to my satisfaction 🙂

Nevertheless, I would still like to briefly point out that the problem I described still exists.

Many thanks to everyone who was involved in this project 🙂

Vielen Dank für Ihre Antwort und das hinzugefügte Guthaben🙂

Für mich ist dieses Anliegen damit zu meiner Zufriedenheit geschlossen🙂

Dennoch möchte ich trotzdem kurz anmerken dass das von mir geschilderte Problem dennoch weiterhin besteht.

Vielen Dank an alle die an dieser Stelle beteiligt waren🙂

Hello everyone,

thank you for the updates.

Dear Spinanga Casino, thank you for your cooperation and for working with the player toward a resolution.

Dear Gamer_91,

I’m glad to hear that the issue has been resolved to your satisfaction and that the credited amount was received. Thank you as well for pointing out that the underlying issue may still be present. I'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Samuel

Casino Guru