The player from Germany had been attempting to receive cashback after two weeks of play and deposits exceeding €500, but she faced repeated delays and excuses in processing her request. She sought assistance in resolving the issue. The Complaints Team had closed the complaint due to a lack of response from her, indicating that without further communication or evidence from the player, no investigation could proceed. The player retained the option to reopen the complaint in the future if she chose to resume communication.
Spinmama Casino - Player's cashback withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €500
Spinmama Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
8 months ago
Translation
Hello, I hope you could help me. I've been playing at the casino for two weeks and deposited over €500. I requested a cashback after a week and got an excuse. Today, the same thing happened again. According to the table, I should receive something. Please help me check. Thanks.
Automatic translation:
Public
Public
8 months ago
Dear silvamargarida868,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinmama Casino.
Please understand that we cannot penalize the casino for revoking your bonus privileges.
It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice.
Feel free to provide any additional information, such as the reason given by casino support, otherwise, I regret to inform you that we may not pursue your complaint.
- Share the information and evidence as screenshots here, or submit the information to my email at [email protected]
I appreciate your understanding and look forward to your reply.
Best regards,
Tomas
Public
Public
8 months ago
Translation
Hello! Thank you for the quick response. The support team replied that I wasn't entitled to it. I understand that it's the provider's free decision whether to give it to me or not. I just find it a shame why they present it as a bonus and then pay when they want to. I'll wait and see if the provider responds. Thank you very much.
Automatic translation:
Public
Public
8 months ago
Thanks for your reply.
I understand this must feel disappointing to you.
Please forward the responses you received from the casino detailing the reasoning why you were ineligible, if possible.
Send the information to my email at [email protected]
Looking forward to your reply.
Public
Public
8 months ago
Dear silvamargarida868,
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.
Public
Public
7 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
