HomeComplaintsSpinanga Casino - Player's refund request is delayed.

Spinanga Casino - Player's refund request is delayed.

Amount: €202

Spinanga Casino
Submitted: 25 Oct 2024 | Case closed : 13 Nov 2024
Case closed Our verdict

Insufficient evidence from player

REJECTED

Case summary

The player from Germany had requested a refund from the casino weeks ago but had not received a response and was unable to access chat for assistance. She detailed her experience of consistently losing money without any winnings and expressed frustration over the lack of communication from the casino. The Complaints Team had intervened by extending the response time for her complaint and advising her to provide concrete evidence to support her claims. Ultimately, the case was closed due to insufficient evidence, and the player was encouraged to pursue legal action if she chose.

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Translation

I requested a refund from the casino weeks ago and I still haven't received a response. I haven't been able to access the chat for days.

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Dear suppermami1976,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Spinanga Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Why did you request a refund from the casino? I will be waiting for your reply patiently.

Best regards,

Nick

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Translation

I have been depositing money for weeks, no game, no matter which one, has brought any win or skater. No matter what bet, the games were jerky and above all always before big wins or 3 skaters. Or the games just dragged on. After several deposits, I filed a complaint and requested a refund of 202 euros. These are the deposits I have made since registering in January of this year. I am constantly being put off, no reply for weeks and I can no longer get into the chat for whatever reason, no replies to emails.

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I've been waiting for a response and a refund for weeks now. I've already given up hope of getting my money back.


You are my last hope or I will file a fraud complaint

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To date no reply to my email. I have been waiting for almost a month

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Dear suppermami1976,

Unfortunately, we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do as this is not an eligible reason for any kind of refund. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Nick

 

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Dear suppermami1976,

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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Translation

According to customer service in the chat, I should write my complaint again.

I will hereby do


First of all, I would like to ask you to send me a list of all the deposits I made from January 24 to September 24.

I need this for my lawyer.

Furthermore, I request a refund from January 24 to September 24, according to my bill it is 220 euros.


Reasons for this are


Games just dragged on, no game, no win, no matter what game or what stake, the games were constantly stuttering.

When the 3rd Scater stuttered it was so bad that it disappeared and there was no chance of it staying in any game. And it was gone for months.

That's why I want my deposits back and also withdraw from the gambling contract with you. My account has already been blocked by you.

Please refund the amount to the last credit card used.

I will not wait more than a month now

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I'm going to file a complaint today and I'm not the only one where this happens to the games, probably a scam, if they don't help me I'll have to go other ways

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Dear Suppermami1976,

As mentioned previously, we are unable to proceed further with this matter without concrete evidence. I encourage you to review the article I shared earlier, which explains how RTP (Return to Player) works.

Should you decide to pursue this issue with legal representation, that is entirely your prerogative. However, please understand that we are unable to assist without the requested proof.

You are welcome to reopen the complaint at any time by providing the necessary evidence to nikolas.b@casino.guru. Until then, the case will remain closed.

Thank you for your understanding.

Best regards,

Nick

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