Spinago Casino - Player's deposits are missing.

Casino has failed to either put the 5 deposits in my players account nor have they returned them to my bank. They do not provide any information on why this has happened not when it will be rectified.

Dear katherine24,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Please, could you clarify if you have tried contacting your payment processor regarding this issue?
• Were these your first deposits in this casino?
• Please could you forward the payment receipt and any of your relevant communication with the casino to tomas@casino.guru?

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

Best regards,

Tomas

Hi no I have made many deposits and withdrawals over the last 2 years.

the bank has stated the payments are not pending and have been provided to the casino.

I have contacted the casino support staff around 15times in the past week to ask them what is happening , they continue to say that it has been escalated but provide no further information on when it will be resolved. I will provide the payment records shortly.

I can provide my bank statement also

If your deposits have not 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 might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved. If the deposits aren't credited within the next 7 days, please let us know and we'll intervene and try to help you. Please keep me informed about any further developments.

Hi

I have put a request in on the 10/6/24 for the bank to investigate and was told this will take up to 16 business days to be completed.

I will let you know if I receive an outcome sooner. Thank you

Have any of your previously missing deposits been credited since your last message, please?

Unfortunately neither the bank nor the casino have credited the funds to my account.

Thank you very much, katherine24, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Dear katherine24,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Spinago Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Spinago Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the player's uncredited deposits?

Thank you in advance for your response!

Best Regards,

Kubo

Dear katherine24,

There were issues with your deposits indeed, and per your request to the customer support team via chat, the problem was forwarded to the payment department. All transactions for June were immediately resolved, and the funds were credited to your balance. 

Regarding the 2 transactions for May, we sent a request again, and the transaction status has also been changed, the funds have been credited to your balance. 

We are very sorry for the delay, and thank you for your patience.

Dear Spinago Casino,

Thank you for an update on this case.

Dear katherine24,

Could you please confirm that your deposits have been successfully credited to your casino account?

Dear katherine24,

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 this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo