Spassino Casino - Player’s struggling to receive a refund.

I once accidentally paid bnb instead of ethereum.

I requested a refund or credit. I got the answer every day to inquire the next afternoon and the finance team is investigating my case.

They didn’t investigate anything, I talked to the same clerk, I got bored after 10 days.

They don't reply to my emails either.

Dear Krisz82,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your mistakenly deposited funds, or they’re still untouched inside your account? Could you please advise if your account has been successfully verified already?

Furthermore, if there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Petronela!

Sorry for the bad English, I'm using a translator.

I paid in cryptocurrency.

Cryptographic transactions are public.

The transaction:

https://bscscan.com/tx/0xe81b9a755b0925c064a5b3276ef88f657f10aab44c195e9e6c7b318be5ad5dc1

My first deposits were credited, I played with them.

My last payment in bad form was not credited.

I reported the problem through live customer service, I tried for several days, I always got the answer to inquire again tomorrow.

I sent 3 letters, I got no reaction.

A week later, Tyler (live support) tells me I’ll get a ticket for my case, who will investigate the matter.

To date, I have not received any email notifications about this.

I don't need those few euros.

What annoys me is that they don’t care about my complaint, they don’t do anything.

I complained on several evaluation websites that others could see what was going on there.

After my case, I read the reviews on other sites.

Sometimes the winner’s account was simply blocked by the casino when a payout was requested.

I trust the truth will be revealed.

And I trust that if the casino is faulty, its fame will fly away.

I attached 2 pictures of 2 letters to which I did not receive a reply.

I can't upload it here due to an error, I'll send it to you privately.

Unfortunately, I didn't take screenshots of the live chats.

Best regards,

Krisztian

I see. Your deposited funds have never been credited to casino account, is that correct?

Yes, not been credited to my casino account.

I made a mistake because I sent cryptocurrency from the binance network to the ethereum network.

So it is legitimate that they were not credited.

However the casino does not want to deal with the matter, which is the biggest problem.

There is no reaction to the letter, live chat always tells me to inquire tomorrow.

It is clear to me that she does not want to solve the problem.

Nor do I expect the CasinoGuru to solve the problem.

I just want to give it a voice so that others don’t go wrong with larger sums.

I play in many casinos, they are kind and helpful everywhere, I already have a lot of experience with more customer service.

I have never had such a negative experience anywhere.

Because of the casino’s attitude, I think spassino is a scam.

I understand. Could you please advise if it's possible that the funds never went through since incorrect currency has been used? Did you receive any kind of reply from the casino if they can locate the funds or confirm that they've been received? I'm just wondering if the funds were received and can be refunded, or located first if they never reached the casino.

Thank you very much, Krisz82, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Krisz82,

I looked at your complaint and will do my best to help you. I would like to invite Spassino Casino into this conversation. Casino, can you please specify what is the problem with the player’s refund?

We would like to ask the Spassino Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.