Spinanga Casino - Player's prize collection has a malfunction.

Hi there! Spinanga has collections where you can win a certain prize if you complete them. I completed a collection, but after purchasing the last card in the collection it took my coins and acted as if nothing happened. I reported this glitch last month in August and they have still not fixed it. I have been constantly asking for answers from the live chat and my VIP mangaer and they are not responding and providing clear answers. I'd like this fixed!

Dear Miniwheats90,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issue you're facing with Spinanga regarding the collection prize and the lack of responses from their support team. To better understand your situation and assist you in resolving the matter, could you please provide us with a few more details:

• Could you specify the exact date in August when you first reported the glitch to Spinanga?
• Did the casino confirm your report, either through live chat, email, or any other means?
• Have you received any written communication from the VIP manager or support team, even if the answers were unclear?
• Were there any transaction IDs or screenshots when you purchased the last card and the coins were deducted?

If you have any relevant communication with Spinanga, you can also forward it to petronela.k@casino.guru, as it may be helpful for our investigation.

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

Hi! I first reported this specific glitch on August 28. Yes, support agent Julian confirmed my report writing "Thank you for waiting. I have submitted your request to the relevant department to have it checked accordingly with priority". Since, then I have had multiple live chat agents continually tell me that it is still being worked on. Yes, I have been in contact with the VIP Manager, but all he really is doing is apologizing for the delay, he isn't doing anything else. For some reason, the site is not allowing me to attach the screenshot, but it looked the same as if it was not completed. The coins were deducted and it did not mark the card as complete. Thanks!

Hi Miniwheats90,

Were there any transaction IDs or screenshots when you purchased the last card and the coins were deducted? If yes, please send them to petronela.k@casino.guru.

Thank you.

No, there are no transaction IDs given out when purchasing any cards and I didn't take any screenshots because that would have meant I would have expected this glitch to happen which I didn't. The issue is not whether I bought the card or not, since the casino has already confirmed and acknowledged that there is an issue which was sent to the technical department. They have just not been reaching out or attempting to solve it, since it has almost been one month since raising the issue.

Hi Miniwheats90,

From the forwarded communication, I can see that the issue involving $2,150 is currently under review, and for the other amount of $1,350, you were asked to provide a screenshot.

• Have you submitted that yet?
• Also, is this the only relevant communication you have, or is there anything else you could share with us?

Thank you.

Yes, I have sent a screenshot to the VIP Manger and the multiple live chat agents I have spoken to. That communication above was made on September 4 as you can see, and now it is Sep 28. As mentioned in my original statement, I have had numerous conversations with the live chat agents, where they have just kept telling me that it is in progress. There is nothing else to share. Will you be reaching out to Spinanga? I am replying right away, and am only getting a response after 5 days. I am guessing this is intentionally done so that player issues are resolved by the time you reach out to the casinos, but still...

Hi Miniwheats90,

Previously, you mentioned that no screenshot was taken, but now you're stating that you sent the requested screenshot to your VIP Manager and several live chat agents. Could you kindly forward this screenshot to us as well?

Thank you in advance for your cooperation.

You initially asked if I had taken any screenshots directly after I purchased the last card. I said no. In the conversation with the VIP Manager, he asked for a screenshot of what the collection page looked like at the present time. You then asked if I gave the desired screenshot to the VIP Manager, in which I replied yes. I provided a screenshot of the collection page which was taken at the time that the VIP Manager asked, not directly after I had purchased. So there are no contradictions in my statements on my end. This is what the page looks like now.

Thank you very much, Miniwheats90, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

The casino has fixed the issue after a lengthy time. Assistance is no longer required.

Dear Miniwheats90,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter