The player from Austria deposited €150 at Spingalaxy casino and received a bonus she had not requested. Despite her repeated attempts to cancel the bonus, she was told there were technical difficulties, and a week passed without resolution or feedback. We intervened by contacting the casino and requesting an explanation and resolution. After 13 days, the casino finally removed the bonus from the player's account. After the player's confirmation, the complaint was marked as resolved.
Spin Galaxy Casino - Player's attempting to cancel his deposit bonus.
Amount: ??
Spin Galaxy 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
4 months ago
Public
Public
5 months ago
Translation
Hello,
On June 1, 2024, I made a deposit of €150 at this casino (Spingalaxy).
A deposit bonus of €150 was added to my account without my request during the deposit process.
Since June 1, 2024, I have been trying to get this deposit bonus cancelled through customer service.
However, I am constantly being told that the casino is experiencing technical difficulties and the deposit bonus cannot be cancelled at the moment. They say it requires some time, and they are working on it.
It has now been a week, and nothing has happened. There has been no feedback from customer service either.
The bonus has not been activated, and the bonus funds have not been used for playing. It is frustrating that nothing has happened in 7 days, and I have not received any response.
I have already contacted customer service multiple times and always receive the same response in the live chat. They are working on it, but it will take time. They can't provide me with a specific time frame.
I want to play without the deposit bonus.
Automatic translation:
Public
Public
5 months ago
Dear Titus1987,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spin Galaxy Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please share information on the bonus that was activated on your account?
- Could you please share your communication with the casino where you try 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Sensitive attachment
Sensitive attachment
5 months ago
Translation
Hello Thomas.
It is a "100% deposit bonus". But this was not my first deposit.
When I noticed after the deposit that a bonus had been credited to me, I immediately contacted customer service to cancel this deposit bonus. Since 01
06.2024 I am connected to the casino's live chat every day.
Unfortunately, I am always only told that there is a technical problem and that work is being done on the cancellation.
Automatic translation:
Public
Public
4 months ago
Thank you very much, Titus1987, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
4 months ago
Hello Titus1987,
I'm Michal, and I have taken over your complaint. I have reviewed your case and it is quite unusual that the cancelation of a bonus is taking so long, however, sometimes unexpected errors or software issues can occur. I will contact the casino to shed more light on this matter.
We would like to invite Spin Galaxy Casino to join the conversation.
Dear Spin Galaxy Casino,
We kindly request additional details regarding the obstacles preventing the cancellation of the deposit bonus from the player's account. Could you please inform us when this issue is expected to be resolved, allowing the player to continue playing without the bonus?
Public
Public
4 months ago
Translation
Hello Michael.
Thank you for your reply.
Unfortunately, the deposit bonus has still not been canceled. I still haven't received a response from Spin Galaxy Casino customer service.
I made the first request to cancel the deposit bonus on June 1st, 2024. 13 days have now passed.
Best regards.
Automatic translation:
Public
Public
4 months ago
We would like to ask the 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’ which may negatively affect its rating.
Public
Public
4 months ago
Translation
Hello Michael.
I received an email from the casino today at 2:26 pm saying that the deposit bonus has now been removed.
I just checked my account and can confirm that the bonus has been removed.
Many thanks for your help.
Best regards.
Automatic translation:
Public
Public
4 months ago
That's great to hear, Titus1987. I'm glad the unwanted bonus has been removed. Is there anything else I can do to assist you, or may I consider your complaint resolved?
Public
Public
4 months ago
Translation
Thank you for your reply. 😊
I have no further questions.
You can mark the case as solved.
All the best for the future.
Automatic translation:
Public
Public
4 months ago
Dear Titus1987,
Thank you for the confirmation.
As the complainant has confirmed, we consider this complaint to have been successfully addressed/resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 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,
Michal
Casino Guru
