Spinarium Casino - Player hasn't received a refund.

Hey everyone,

it pains me that I even have to open this complaint considering the laughableness of the entire process.

I have been struggling with gambling addiction for a while. In April, hence, I had my account permanently closed via the Casino's live chat. As I had a balance of $25 remaining, I was informed that I would receive a refund in time.

In June, two months after my account closure, I was yet to receive my funds. This is when the entire painful process started. I got in touch with the Casino, as they had neither sent me my funds nor responded to any of my writings. Please find attached the entire communication that took place since then.

Long story short: The Casino refuses to refund me, as they "could only refund to the same payment method used to deposit". I explained to them multiple times that this option would not be possible, as I had used a virtual AstroPay voucher to deposit and, on top of that, have permanently blocked access to any payment methods I used in Casinos, in order to support my intention to stop gambling altogether.

In the following weeks it was once again up to me to get in touch with the operator, as they have not once (!) in the entire process got in touch with me proactively. I confirmed my identity twice and even offered to accept the refund via LTC, as this was - and still remains -the only payment option available to me. I even confirmed in written form that I was, in fact, the legitimate holder of the LTC address I provided. I was given the runaround multiple times and was only told that "it would be against the rules" - no idea what that's even supposed to mean.

This frustratingly arduous process has been going on over the last two months. The Casino not only refuses to refund me my unused funds (despite my multiple attempts to find a solution together), they also show no signs whatsoever to be willing to find a resolution to this ridiculously uncomplicated case. Hence, I see myself forced to bring you in as a mediator, as trying to find a solution with the operator itself has proven itself not only as a waste of time, but genuinely frustrating by now.

In short: I have confirmed my identity twice, offered a different payment method and have been more than patient for a mere refund. The Casino simply refuses, as it would be against their rules, and shows no will to refund me my due funds.

As already made clear in the beginning, it is rather sad that me having to open this complaint is even necessary, but I do not see any other way a resolution to this case can be found.

I am hopeful this case can finally be settled with your help!

All the best

Dear Rhino,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that the only available payment method for you is LTC?
• Have you withdrawn from this casino via LTC in the past?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Kristina,

thank you for getting back to me.

I have, in fact, never withdrawn from the Casino before. It is correct that at this point Crypto is the only payment method available to me, as I blocked access to any other payment methods, in order to stop gambling as per the recommendation of my therapist.

Please be informed that I attached the entire conversation between the operator and me to the initial complaint. No further communication happened.

Kind regards

Sebastian

Thank you very much, Rhino, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Rhino,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Dear all,

thank you for taking on this case. I have finally received the payment today - most likely due to opening this complaint on here.

Hence, this complaint can be closed.

Thank you for your assistance!

Kind regards

Dear Rhino,

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. 

Kind regards, Jozef