The player from Portugal had deposited 50 euros via bank transfer on April 5th, but the funds remained unavailable for play. Despite contacting the casino multiple times, the issue was not resolved initially, leading the player to fear losing her deposit. After further communication and proof provided regarding the transaction, the casino confirmed that the funds had been credited to her account. The complaint was then marked as resolved.
SpinsBro Casino - Player's deposit is delayed and unresolved.
Resolved
Our verdict
Case closed
Amount: €50
SpinsBro Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
I made a deposit by bank transfer on Saturday April 5th, on Monday April 7th the money was still not available to play, I contacted them via chat and email and the answer was to contact my bank, I contacted my bank where they informed me that the transfer was made (the money left my account). I've been trying for the past week to get them to resolve the situation and they haven't. Today I contacted them again via chat and they still haven't resolved my problem, I'm afraid I'm going to lose the 50 euros I deposited, I have proof of the transfer with their iban.
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8 months ago
Dear carla2983,
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 manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.
I’m sorry we couldn’t be of much help now. 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,
Tomas
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8 months ago
Dear Carla and Guru administration
As we checked , all of the deposits that was made by player - was declined by her bank
Casino only receiving money , and cant hold it when deposit is made
And because all the attempts was declined by bank , player should contact them and ask what happened to the transaction
We did not receive any money and bank should return them to the player bank account asap via their rules and terms of money return
With respect, Spinsbro casino!
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8 months ago
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I have proof of the bank transfer made through the casino's payment system. The money has left my account and my bank has informed me that the transaction took place on April 7th.
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8 months ago
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Via chat they said they would check, it doesn't make any sense if the iban is yours that it hasn't appeared in my cadino account for so long
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8 months ago
Dear player , we totally understand you
But we are only receiving money , we cant hold them with any methods
As we checked and sent the info about your deposits to our financial departments - they said that if deposits do not gonna be accepted and received by u in your casino account , money should have return to your bank account
But all this information - why they was declined to transfer/how long does it takes/how long wait for money comming back to your bank account - u should contact your bank account managers and receive full info about your transactions
With respect, Spinsbro casino!
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8 months ago
Translation
I contacted my bank again yesterday and the information is that the transfer has been made. Isn't the IBAN on the receipt yours? I'm waiting for that answer, I've asked you several times if it's your IBAN and you won't answer.
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8 months ago
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It's been resolved spinsbro, they've already put the 50 euros in my casino account. Spinsbro I hope that in the next situation like this your chat support will not be so rude, because customers with proof and bank information do not need to waste time complaining for the situation to be resolved.
Sincerely
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7 months ago
Dear carla2983,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
