The player from Germany had deposited €100 to Spinfever, but the funds had not appeared in her casino account despite being charged. After contacting live chat and waiting for nearly a month, she had not received any response. She sought a refund. The issue was resolved, and the deposit was credited to her casino account two days ago. The complaint was marked as 'resolved' in the system, and the player was thanked for her cooperation.
Spin Fever Casino - Player's deposit has been delayed.
Amount: €100
Spin Fever Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
Hello, on 28.06.24, I deposited €100 at spinfever.com using instant deposit. My bank account was charged immediately, but the funds have still not appeared in my casino account. I contacted live chat, and they told me to be patient as they had contacted the payment service provider (ISX Money), but I have received no response. It has now been almost a month. I just want my money back. Please help me because I'm getting nowhere with this. Best regards, Cindy
Automatic translation:
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1 month ago
Dear Chefe1986,
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
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3 weeks ago
Dear Chefe1986,
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.
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3 weeks ago
Translation
Hello, my case has been resolved and the money was credited to me 2 days ago. Many thanks and kind regards.
Automatic translation:
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3 weeks ago
I'm glad to hear that the deposit was credited to your casino account. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Chefe1986, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
