The player from Greece had made a deposit in an online casino with the intention to play the game 'Aviator', which was unavailable. The player's attempt to withdraw the deposit had been mistakenly processed as an additional deposit, leading to double losses. The player had reported unresponsiveness from customer service. After the complaint had been raised, the player had provided evidence and the issue had been resolved with the casino accepting and completing the withdrawal after three days. The player had expressed dissatisfaction with the casino's service and misleading game availability. We had marked the complaint as 'resolved'.
Spinanga Casino - Player experiences incorrect deposit and unresponsive customer service.
Amount: €43
Spinanga Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
Public
Public
3 weeks ago
Translation
I registered to the casino to play aviator as advertised, but not only was the aviator not available, but I also had to bet the amount of the 10 euros I deposited in order to make a withdrawal.
So, I bet the 10 euros, doubled it to 20, and when I went to withdraw, it made another deposit of 20 euros instead of a withdrawal.
The customer service is mocking me and not responding to me.
Please help if you can. After I wagered the initial amount, it won't let me take it, and now they're telling me to bet the extra 20 that they took from my card without my consent because I clicked on withdrawal and they made a deposit.
Thank you in advance.
Automatic translation:
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3 weeks ago
Dear karkalisotiria,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Could you please send me the screenshot of your transaction history showing your deposits and withdrawals? It is possible that you might have made a mistake and accidentally chose deposit instead of withdrawal.
Also, please forward me any communication between you and the casino that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 weeks ago
Dear karkalisotiria,
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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2 weeks ago
Translation
I applied for withdrawal and they finally accepted it and it was completed after three days
Thanks, issue closed
Automatic translation:
Public
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2 weeks ago
Translation
In this casino, if you make a deposit, you must first bet the entire deposit you made as a bonus and then request a withdrawal
The service is not working at all
It is advertised that it has games that don't exist like aviator and if you ask them they tell you that at the moment we have a technical problem.....
Far far away from this casino
Automatic translation:
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1 week ago
Dear karkalisotiria,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
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