Spinanga Casino - Player's prize has been delayed.

The Spinanga casino offers prizes for completing collections. Until now, I hadn't had any problems, and they credited me for all of them. However, after completing the collection worth €800, I spent the coins to complete it, but they did not credit me with the prize. I have spoken with the chat agents and my VIP agent, and they tell me it's a platform error and don't know when it will be resolved. I've been dealing with this since November, and it's starting to seem like an excessive amount of time. I would like to know if you can help me. Thank you.

Dear Cas85,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please forward me the communication with the casino customer support regarding the error regarding crediting your prize to veronika.f@casino.guru. Alternatively, you may post screenshots here.

Also, please send me a screenshot showing that you spent the necessary coins to purchase the last cloak that has not been credited to you.

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

Ok, thanks Verónika. I have sent you all the screenshots I have available to your email.

As for the capture of the spent coins, it is not possible. When you use them, you are given a 25 spin bonus. I do have that capture as having been purchased. On previous occasions, the prize was automatically credited to the account. In this case, it seems that there was an error in the platform and it was not unlocked (despite giving me the 25 spins). According to what I have been told, it was a global error and there are more affected players.

But it's been two months now and I need a solution. Thanks!

Thank you for your emails. In the first email you sent me, I cannot see the pictures. Could you please resend me the screenshots again at veronika.f@casino.guru?

Also, kindly include all the relevant communication between you and the casino customer support regarding the uncredited prize. Thank you for your cooperation and patience.

I've already sent them to you again.

Customer service always tells me the same thing. That they will send me an email as soon as they fix it, but there is no date. It could be in a month or 25 years. It's terrible!! It's horrible treatment and they don't solve anything.

Thank you very much, Cas85, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Dear Cas85,

I'm Michal, and I have taken over this complaint. I have reviewed this case, I will contact the casino to shed more light on this matter.

I would like to invite Spinanga Casino to join the conversation.

Dear Spinanga Casino,

I understand that even the most advanced systems in reputable casinos can face occasional issues. Nevertheless, I must sympathise with the player that this particular matter is not being handled as efficiently or promptly as one would expect, especially given the considerable amount of time that has passed, as the player has indicated. Could you please clarify the reasons for the delay in crediting the disputed prize to the player? If there are any confidential factors contributing to this delay, I would appreciate it if you could share this information with me at michal.k@casino.guru.

I think that's great. I hope that in the end the matter can be resolved more quickly. Thanks!!

Hello all,

We have asked for screenshots to the player via email. For the prize player is referring to and all the collections player has collected to be eligible for the prize and the error message if any.

Waiting for players screenshots.

Best whishes,

Spinanaga team.

I have already sent all the photos. If you need anything else, please feel free to ask. Thank you!

I have also sent a video in which you can clearly see the collections that I have unlocked as well as the one that is missing due to a platform error.

All these photos have already been sent on numerous occasions to the various agents without receiving any response. Thank you very much! And I am available for any clarification.

Hello all,

We have asked Cas85 for additional screenshot of the 25 free spins received date, so we can proceed further accordingly. Once we receive the screenshot we will soon check the account and share an update at the earliest as possible.

To casino guru and Cas85, thank you so much for your patience, understanding and co-operation . We really appreciate it.

Best whishes,

Spinanga team.

Good morning! I have sent you a video showing the date on which I was awarded the 25 spins (November 13, 2024) as well as the prize received once played (€0.46). I am also sending you a photograph of the slot where I was awarded those spins. I am still waiting. Thanks!

Dear Spinanga team,  

Have you had the opportunity to examine the evidence provided by the player and possibly engage in discussions with the relevant team regarding this matter?

I have sent them everything they asked for and they have replied that they have received it correctly.

But in my account everything remains the same and they have not paid me my prize.

Good morning! It's been almost a month since I started this complaint and 3 months since they didn't pay me the prize. I have provided everything they asked me for. In addition, the casino can check very easily since I have provided all the evidence. Spinanga should handle it in another way and still hasn't answered. How disappointing! I feel cheated and scammed😩. I was a VIP client until this happened (obviously I had to stop playing for this reason)

What great customer service!!

Dear all,

Thank you so much for your time and patience!

We would like to inform you that we are still checking this request with other relevant departments and we will share an update at the earliest as possible.

Your patience, understanding and co-operation in this situation are truly appreciated!

Best wishes, 

Spinanga team

They have been verifying a request for 3 months…

I have spoken to my VIP agent and he told me that there is no update.

The error was on the casino platform's part. Wouldn't it be better to pay me the prize manually and fix their internal problems without affecting and frustrating the customer?

Good morning! Over the past three months I have spoken to over 15 support agents and they all have given me the same answer: "We are still verifying this request with other relevant departments and will share an update as soon as possible."

I came here to try to find a solution and they answer me the same. Is this serious? If they don't want to pay me the prize, I prefer them to be clear, but don't waste my time.

All the best!

Good morning! Casino Guru, I would like to know what you think about this and if you think that the treatment I am receiving is adequate.

Thanks for everything!

Dear Cas85,  

I completely acknowledge your dissatisfaction regarding the manner in which the casino team has addressed the issue so far. It is reasonable to anticipate a quicker, proactive, and user-centric approach in such situations.

Dear Spinanga team,

While I understand that even the best systems can face occasional issues, it's crucial to thoroughly investigate and address any potential issues to prevent future occurrences. However, the current handling of this situation does not align with the standards we expect from a respected casino like yours. Unfortunately, there has been little progress in resolving this matter over a considerable period, which raises concerns about the intentional stalling of the process on your side, which we cannot consider fair. The player has already provided all necessary information and screenshots regarding the issue, so I kindly urge you to take action to resolve it within the next few days. If this matter remains unresolved, I will have no choice but to close this complaint as unresolved in our system, which will have a negative effect on your casino safety index rating. I remain hopeful this issue will be successfully resolved.

Thank you very much Casino Guru for the support!

The truth is that Spinanga, with such a high rating, should behave differently and not treat its customers like this.

I still hope that the problem will be resolved or if not, that I will be paid the prize in some other way.

However, I find it surprising how many complaints this casino has regarding payments. It is something they need to improve a lot if they want to be respected.

Greetings and thanks again for everything!

Good morning! Everything is still the same. I keep asking the chat and they tell me that the corresponding department is looking for the reason why this happened. Hahahaha.

The reason doesn't matter to me. I want my money.

Please!! I just ask for a little seriousness, it's been 3 months and the excuses are starting to get tiring.

Dear Cas85,  

We are happy to inform you that your 800 EUR from collections has been added and available to your account please proceed.

Once again, we sincerely apologies for your experience. 

Your patience, understanding and co-operation in this situation was truly appreciated!

Our team wishes you all the best for your future activities!

Best regards,

Spinanga team. 

Dear Spinanga Team,

Thank you very much for finally crediting the player with their winnings from the collection. As I mentioned earlier, I fully understand that even the most reliable systems can encounter occasional issues that require thorough investigation and resolution. That said, I sincerely hope that such occurrences will be kept to a minimum in the future and that they will be handled with greater efficiency moving forward. Thank you for your cooperation.

Dear Cas85,

As mentioned above, the winnings from the collection have now been credited to your casino balance. I completely understand that the process took much longer than expected, and I truly appreciate your patience throughout this time. I’m glad we were able to assist in resolving the issue for you. Please let me know I can proceed to close this case as resolved, or if there’s anything else you need help with.

Thank you very much for everything! I have already received my prize after a long 3-month wait. Greetings and thanks to Spinanga as well for being able to solve it.

Dear Cas85,

Thank you for your confirmation. I am glad that our involvement played an important role in resolving the situation and that you have received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Centre. 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 Rate 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,

Michal

Casino Guru