The player from Russia had deposited 473 USD via bank card which was not reflected in the casino. Despite having contacted the casino multiple times, he had not received a refund as promised. The payment system had confirmed the transaction. Upon investigation, it was discovered that the payment had been in 'pending' status because the player had not provided the necessary information to the payment provider. The casino and the complaints team had been unable to intervene as the issue was beyond their control. The player had been advised to cooperate with the payment provider, ZEN team, to resolve the issue. The complaint had been rejected as it was found to be unjustified, with the issue lying on the player's side.
Spinarium Casino - Player's deposit not reflected in casino account.
Amount: 41,920 руб
Spinarium Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
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11 months ago
Translation
Hello! On November 6th, I made a deposit of 473 usd. The payment was made in rubles via a bank card. The money didn't make it to the casino. I contacted them a number of times. They kept saying that within 14 days the money should have been refunded back to my card, however, this has not happened. I reached out to the ZEN payment system. They told me my transaction was confirmed. However, their response to me was completely different.
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11 months ago
Dear jungllena,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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11 months ago
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I provided them with an answer where it was written that the transaction was confirmed. They still don't enroll her
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11 months ago
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For 21 days, this casino does not credit my deposit to the casino balance and does not return the money to the card. Will any measures be taken?
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11 months ago
Thank you jungllena for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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11 months ago
Dear jungllena,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and as you have previously submitted multiple complaints about the same issue to us, this makes me wonder if there is no limitation set by your bank or your bank card that limits the payment to online casinos. Can you please check that? Did you use the same bank card in all casinos?
I will contact the casino to shed more light on this matter.
We would like to invite Spinarium Casino to join the conversation.
Dear Spinarium Casino,
Can you please provide information on the missing deposit? When will the player receive the refund? If the information can't be shared publicly please forward them to me at michal.k@casino.guru
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11 months ago
Translation
Greetings, jungllena !
My name is Alexander, I am a representative of the online casino spinarium.com
I'll forward the question to the technical department and write to you as soon as I receive an answer.
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11 months ago
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jungllena , thanks for waiting.
We contacted the ZEN payment system to find out the status of the payment.
Now the payment from you is in the "pending" status because you did not provide the necessary information about the payment to the provider, and therefore the payment was not credited to us.
We cannot influence this in any way on our part.
Also, the ZEN support service did not answer you that the payment went through.
Below is a screenshot of their response.
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11 months ago
Thank you for the update, Spinarium Team.
Dear jungllena,
The payment could not be completed due to the absence of necessary information provided to the ZEN team. Kindly ensure your cooperation with the ZEN team, as it appears that the funds are currently "withheld" at the ZEN payment provider. Unfortunately, neither we nor Spinarium Casino can intervene at this point, as it is beyond our control.
Is there anything else I can assist you with?
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11 months ago
Dear jungllena,
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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10 months ago
Dear jungllena,
After gathering all the necessary information, it looks like the issue lies on your side. It is solely your responsibility to cooperate with the ZEN team so that your funds will be sent to other online establishments or returned back to you. Unfortunately, neither we nor the casino have any influence on this, as the responsibility lies only with you.
Because of the abovementioned reasons, I'm forced to reject your complaint as unjustified.
If you run into any issues with this or any other casino in the future, please do not hesitate to contact us, and we will do our best to help.
Best regards,
Michal
Casino Guru
