Spinanga Casino - Player faces delayed response on prize collection issue.

There is a collection with prizes. I completed the first one with the prize of €50 without any problem. For the second one, I'm trying to purchase one of the "spears" and I get an error. It's the last item I need for the €100 prize. I tried everything customer service recommended, and nothing works. They only tell me that the responsible department will check it and notify me via email. It's been 10 days, and I haven't received any response.

Dear fjcn4472py,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please send here the screenshots of the problem you are experiencing?

What error do you see when you try purchasing one of the spears needed to complete the collection?

When was the last time you communicated with customer support regarding this problem?

Have you tried purchasing the spears through another browser or device? Have you tried deleting your cookies, cache, and browser history, and accessing the casino website again?

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

I did all the necessary actions. Computer delete cookies memory other device.

Today I contacted again

Thank you for providing the screenshot. To proceed with the investigation, could you please forward all communication between you and the casino regarding the error you’re experiencing to veronika.l@casino.guru? This will help us understand the full context of your issue and determine the best way to assist you.

Dear fjcn4472py,

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 further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.