The player from Austria withdrew 2000 euros to his verified credit card; however, the credit card company did not accept it and refunded the amount. The money didn't return to his player's account either, despite numerous emails and proofs submitted. The Complaints Team contacted the casino, which requested additional documentation and suggested an alternative withdrawal method. Eventually, the player confirmed receiving the winnings in his checking account, and the complaint was marked as resolved.
Spinch Casino - Player's winning transfer rejected by credit card company.
Amount: €2,000
Spinch Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
Dear Sir or Madam,
I registered at Spinch several weeks ago and after making a few deposits, I won 2000 euros on the slots. Full of joy, I transferred the sum to my credit card account, which had already been verified. Unfortunately, the credit card company did not accept the amount and transferred it back. However, the money does not appear in my player account. I've already sent many emails with bank statements and screenshots, but all I get are empty promises and games. Is there any hope that you can help me get my winnings?
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5 months ago
Dear kristinp50,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinch Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
- When was the last time you were in contact with casino support and what did you discuss?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,
Tomas
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5 months ago
Translation
I have emailed you some of my correspondence
regards christine
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5 months ago
Thank you very much, kristinp50, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.
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5 months ago
Hello kristinp50,
This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Spinch Casino representative to join this conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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5 months ago
Dear kristinp50,
We would like to thank you for your kind attention and patience in resolving this issue, which could have seriously affected your mood and experience at our casino. We appreciate that you have not given up trying to reach a logical solution and, in order to do our best and to make things right, we would like to explain the steps we have taken so far.
Furthermore, we have already sent you several letters containing the information necessary to resolve the issues, and we were looking forward to your further response.
Firstly, we requested a PDF of your bank statement, which is a necessary component in financial matters. This statement allows us to identify all the nuances, check the presence or absence of certain transactions and is a kind of proof for both our side and yours.
In the second letter, following your request regarding the inability to log in to your account, we tried to help you set a temporary password. This is a reliable and quick way to regain access to your account and continue using it fully. In order to receive such a password, you must send an official request on your own behalf and take full responsibility for this action, stating this in writing accordingly. After that, you will be able to receive this password and continue to use the Service.
Based on the latest messages from you, we have already offered you a solution to the issue by suggesting processing the withdrawal using an alternative method.
We understand that this situation may be upsetting for you, but please be assured that our team has processed your requests and is now waiting for your response and action. Our main goal is to provide a safe and fair gaming environment for all our players.
Best regards,
Spinch Team.
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5 months ago
Translation
Yesterday I received the winnings of 2000 euros transferred to my player account,
which made me very happy,
I then transferred the winnings to my checking account,
The payment was confirmed to me by e-mail, but no money has been transferred to my
Current account received.
As soon as the money is there I will report it and give a positive feedback
regards christine
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5 months ago
Translation
I would like to inform you that the winnings have now been credited to my checking account
thanks for the help
and the positive outcome
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5 months ago
Dear kristinp50,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
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,
Dominika
Casino.Guru
