The player from Brazil had deposited 106.32 via Pix, but the amount was not reflected in his casino account. After he submitted his complaint, the casino resolved the issue by crediting the amount to his account. However, the player did not receive the 100% first deposit bonus he was expecting. We had explained to him that each casino has its own unique bonus policy and it's up to the casino to determine if a player qualifies for a bonus. The complaint was then marked as resolved.
Spinaro Casino - Player's deposit is missing in his account balance.
Amount: 106 R$
Spinaro Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
Public
7 months ago
Translation
I deposited 106.32 via Pix, and the balance is not showing up in my account.
Automatic translation:
Public
Public
7 months ago
Dear ericleo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Veronika
Public
Public
7 months ago
Translation
My problem was resolved and they added the amount to my account, but without the 100% first deposit bonus.
Automatic translation:
Public
Public
7 months ago
Dear ericleo,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Regarding the first deposit bonus, I understand your disappointment, but it's important to note that each casino has its own unique bonus policy and reward system. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply.
If you have been unable to activate this type of bonus, there is likely a specific reason for it. However, we do not investigate these reasons further and we cannot compel casinos to provide specific bonuses to you.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
