Spinanga Casino - Player is denied promised bonus withdrawal.

Dear pf1962,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you faced with the casino's promotional offer.

To better understand your situation and assist you effectively, could you please clarify the following:

• Did the casino's chat support provide any written explanation for denying the bonus? If so, please share it.
• Have you communicated with the casino’s support team about the screenshots of the promotion being displayed in your account?
• Was there any mention in the casino’s terms and conditions that the bonus code might expire or be invalid under certain conditions?

If you have additional correspondence with the casino or any further evidence to support your claim, you can forward it to petronela.k@casino.guru. Your cooperation is vital for us to proceed with this case. Without more details, we may not be able to effectively mediate on your behalf.

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

Thank you in advance for your reply.

Best regards,

Petronela

Liebe Petronela,

danke für ihre schnelle Rückmeldung! 🙂

Der Chat hat deutlich mitgeteilt, das es "momentan nur das offizielle Ersteinzahlungs Angebot gibt und man nur dieses mit 100% aktivieren könne.

Das wurde per email wiederholt, diese leite ich Ihnen gern gleich weiter. Natürlich habe ich dem Casino Screenshots ebenso gezeigt und das Angebot.

Das Angebot wird immernoch beim Casinopartner als aktiv angezeigt und mein Test soeben zeigt, das der Code CF400 im Registrierendialog nach wie vor keine Warnung oder Fehler anzeigt, Sie können es gern selbst testen 😕

Freundliche Grüsse & ein schönes Wochenende

Hi pf1962,

Thank you for providing the detailed explanation and forwarding the communication. I completely understand your frustration, especially since the offer seemed clearly displayed and acknowledged during the registration process.

After reviewing the situation, the casino has explained that the 400% bonus offer is no longer available, and their current active promotion is the 100% bonus. While this is understandably disappointing, it’s important to clarify how such cases are typically handled:

If you had activated the 400% bonus, played with it, and won some money, only for the casino to later deny your eligibility for the winnings, we would strongly advocate on your behalf to ensure they honor the winnings tied to the offer.

However, if the 400% bonus was never credited due to its expiration or unavailability, despite being displayed during your registration process, we cannot force the casino to honor a promotion that is no longer active or to offer something more appealing than the currently available bonus.

To better assist you in finding a resolution, I kindly ask you to provide some additional details:

• Did you play with your deposited funds after discovering the 400% bonus was not applied?
• What is your current account balance at the casino?

If the casino's system still recognizes and displays the 400% bonus during registration, it is fair to expect better communication from their end, as this creates a misleading experience for new players. While we may not be able to compel them to reactivate this offer, we can continue to address this with the casino and seek a reasonable resolution for you, whether it’s a refund of your deposit or ensuring clear terms for future promotions.

Thank you for your patience, and I appreciate your understanding.

Hallo 🙂

ich habe die Einzahlung "untouched" gelassen bis zur Klärung. Kontostand damit wie eingezahlt 20 Eur.

Nachvolziehbarerweise sind die 100% unterer Durchschnitt und für mich kein Grund zum Annehmen. Können Sie den Casinovertreter überzeugen mir die Einzahlung zurückzuerstatten? Gern teile ich dem Chat dann die IBAN oder wenn möglich kryptowallet mit.

Dankeschön

Thank you very much, pf1962, for providing all the necessary information. I will now transfer your complaint to my colleague, Pavel (pavel.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello, pf1962!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear pf1962,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we are checking the option to refund your deposit.

Thank you in advance.

Kind Regards,

Spinanga Casino Team

Spinanga Casino Team, has there been any progress on your investigation?

Das Casino bat mich um Mitteilung der Litecoin Adresse, welche leider im Spam landete und von mir erst 3 Tage später beantwortet wurde. Nun hoffe ich auf Eingang, meine Antwort mit der Adresse war vor 3 Tagen.

pf1962, have you received your withdrawal yet?

Leider habe ich seit meiner email vom 16.12 nichts mehr gehört und nichts erhalten.

Thank you, pf1962!

Spinanga Casino, is there a particular timeframe in which the player will receive their refund or is there any other issue?

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.

Dear pf1962,

We would like to kindly inform you that we endeavour to complete your payment manually as soon as possible.

Thank you for your cooperation.

Kind Regards,

Spinanga Casino Team

Spinanga Casino Team, given the fact that you avoid responding my questions and the refund is not completed for a long time since the player has provided their LTC address I will be forced to close this complaint if there will be no action in 7 days.

Dear pf1962,

We would like to kindly apologize for the delay.

We would like to inform you that your payment will be completed as a matter of urgency.

Kind Regards,

Spinanga Casino Team

Dear pf1962,

We are pleased to inform you that your refund has been completed.

If you have any additional questions don't hesitate to contact us.

Kind Regards,

Spinanga Casino Team

Guten Abend,

gerne bestätige ich den Erhalt der Rückerstattung der Litecoin in meiner Wallet (... und erspare mir weitere Kommentare bezüglich des Aufwands & Bearbeitungszeit)

Dear pf1962,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Pavel Kaczynski

Casino.Guru