Spinia Casino - Player has experienced technical glitch while playing live roulette.

Dear Guru,

last Friday I where playing live roulette via Spinia to vip roulette. I play regular and i

also play often the same numbers. In this case number 31 one came .... i had about over €193 on my account , but the number came and i

had full and a bit on this number , but then the screen was frozen and I ( we never ) got payed out. I contacted the live support and they told me it was a technical thing , meanwhile my account was frozen and on zero balance .... then meanwhile i had screenshot from the other people complaining about not getting payed out. So the roulette lady gave me a ID case number ....she told me Spinia wil get back with it. After numerous emails , screenshots , even a new letter from the table guy yesterday , thru keep telling they are waiting for information ..... I had a similar problem with Betamo ... I won

with this casino and they are very fast with paying out winning normally ... but this feels fishy again .Again I have so many screenshots for prove ...... but keep telling me to wait.... I just want my winnings..... couple of days before I made a mistake with bonus money ... that week i won .. but they sent me a mail with that they made a exception to pay out full... but I should remember not making anymore mistakes. I know that the problem with Betamo took ages for a small amount and keep talking in cirkels.

So who is responsible? The roulette or Spinia ...

please advise ?

kind regards ,

Dave

Dear Franciscus,

Thank you very much for submitting your complaint and forwarding all the relevant communication. Could you please advise when this problem has occurred? Do I understand it correctly that it was on 8th of May? Usually, the casino needs to check with their technical team or even the game provider. However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

I have all screenshots that the game provider already finished there part , sent numerous emails to Spinia , i sent them

also , keep talking in circles .....today even had a chat with live support from casino also have screenshots.. can I sent you more screenshots? And my ticket Id is even closed , I still remember my problems with Betamo that it took so long 🙁

kind regards , Dave

And yes Friday the 8 afternoon

Thank you very much Franciscus for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

PS: You can forward the relevant screenshots to peter.m@casino.guru.

Thanks 🙂

Hello Dave,

I looked at your email and screenshots and understand your situation. Let's contact the casino and see what can be done. We would like to ask Spinia Casino to reply to this complaint.

Morning Peter,

first of all thanks again , till today they only say wait , wait , no explanation nothing ... it’s 7 days after now .. yesterday they told me to get another update .....even this morning .... only wait wait .... thanks again for you’re help , have a pleasant day !

Dave

Hello,

5 days ago we have sent a request to the provide to check the bet the player referring to, however, re answer received so far.

Once we have an update, we will inform you, as well as the player.

Thank you.

Kind regards,

Spinia.

Hi vlad,

I have screenshots where they telling me the answer is already multiple times sent to you I even have a screenshot from that table I was playing that day , but I can still remember you’re name from Betamo ....

Dear Peter ,

its now a week ago that my winnings still not on my account. The only thing Spinia can say we are waiting for a update , I really don’t believe that it takes that long.Vlad ( also the guy from Betamo ) is not really taking this serious I guess , maybe Ime not a big player .... it feels so strange , that you play at a casino to win ... and it takes a week and so many emails .... what do think about Spinia and the result so far Peter ?

kind regards ,

Dave

Hi Peter ,

sent you all the answers again , I got my lesson with management from Betamo and Spinia ... case will never be solved !

will look for a other Casino ....

take care ,

greetz Dave

Hi Dave,

I looked at all the emails you forwarded to me and do understand your frustration. Vlad, what can be done to solve this situation? Have the bet amounts been refunded?

Hi Peter ,

they gave me a email adres to get my bets back ... but that e-mail adres is not working , I ask the roulette live , they told me ( Spinia they are responsible for giving back the

asrealasitgets@evolutiongaming.com this is not working .... the evolution only give live reaction .. they told me to go to the casino again... but I closed there my account .... VLAD and Spinia weren’t helpful at all

kind regards ,

Dave

Hello Dave,

Sorry for keeping you wait, we have received a reply from on Friday eve, the provider and refunded you 28.50 EUR.

To cash it out, please provide us with the banking details, we will inform you about it via email with all details.

Kindly, please contact us if you have any questions.

Best regards,

Vlad

Hi VLAD ,

you can use my Skrill Id , I think this is the most handy way .... you can use my email adres ... let me know if you still have it ? I closed my account ..... so let me know if it’s possible to do it like this ? I will sent Spinia support ok ? And will name you ....

kind regards ,

Dave

Hi VLAD,

i gave all my details to support. Let’s see what happens.....

Peter the moment I got my bets back I will let you know !

kind regards,

Dave

Hello Vlad ,

ive sent now 5 times the details you wanted , and you’re support keep asking .... i sent it so many times again ... please have a look by yourself

To VLAD ... ticket number FO0000

vlad , they have all the details now , let’s hope it’s back on my account soon ... it took so long to give my details ......I will confirm over here , when money is on my bank .

kind regards ,

Dave

Thank you for the update Dave.

Vlad,

realky its stil at the financiële department???? Why ? € 28.50 ... can you speed it up , so we can handle this ..... overall it was not my fault .....

kind regards , Dave

Hi Peter and Vlad ,

Vlad as you promised to give me bets back € 28.50 you’re casino Spinia gave only my balance back ( not received yet after numerous emails ) so you are giving my 21 € ..... Peter , this Casino Betamo and Spinia are the worst pay back casino ever ...... I would recommend people make screenshots from everything, even a small amount and even its not you’re fault ..... had problems with Betamo and now Spinia ....once you’re closed you’re account ....so please be aware ......

Peter I will update you when received the money ....I play now with a very good helpful Casino ....

Hi Dave, thank you for the email. So instead of the promised amount of €28.50 you received €21.58. Vlad, can the casino send the player the rest of the money so we can close the case?

Hey!

We have sent to the player full amount, however the transaction fee can apply by the player's bank.

Sorry, bu in this case the casino is not refunding the bank charges.

Thanks.

Peter,

as I told you ..... when they need to pay back money ( you have seen it also how long it took with Betamo ..... i closed both accounts there , and happy playing with somebody else ......they give you the feeling that it’s you’re own fault ..... just for future other players ..... communication with both casino's is horrible ...... so make screenshots when play over there .... Peter thanks again to get my own money back ....so case is UNSOLVED ......

Hello Dave,

I completely understand your frustration. Your bet was cancelled, instead of the potential win, only your original bet was refunded. Moreover, it took quite a long time and you even lost a part of the amount due to the transaction fees. On the other hand, the casino acted in accordance with their T&Cs:

"The Casino reserves the right to terminate games or events in exceptional circumstances further described below. Should a game miscarry or malfunction after starting due to a technical error, we shall: a) cancel the game; b) refund the amount wagered; if the account holder has an accrued credit at the time the game miscarries, credit the monetary value of the credit to the account holder’s user account or, if the said account no longer exists, pay it to the account holder in an approved manner; c) inform the regulator of the circumstances of the incident if necessary; d) refrain from further providing the games or services if such games or services are likely to be affected by the same failure."

I admit the fee was a little bit too high considering the amount of the transaction, but you were charged by the bank and not the casino. I hope you understand I can't really penalize the casino for this. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter