Dear biagiocarnabuci,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that your deposited funds have never been credited to your casino account.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
Please forward your payment receipt to petronela.k@casino.guru.
Additionally, I have corrected the disputed amount from €213 to €101. Please check the following rule https://www.spintropolis.com/general-terms-conditions/?lang=en:
"9.2. If you win from a Free No Deposit Bonus the maximum you can cashout is €50. Any amount over the maximum cashout will be automatically removed upon cashout. Please note that if you have had no active deposits within the last 45 days you must reactivate your account by depositing €50 and you can cashout a €100 (€50 winnings + €50 deposit)."
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Dear biagiocarnabuci,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that your deposited funds have never been credited to your casino account.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
Please forward your payment receipt to petronela.k@casino.guru.
Additionally, I have corrected the disputed amount from €213 to €101. Please check the following rule https://www.spintropolis.com/general-terms-conditions/?lang=en:
"9.2. If you win from a Free No Deposit Bonus the maximum you can cashout is €50. Any amount over the maximum cashout will be automatically removed upon cashout. Please note that if you have had no active deposits within the last 45 days you must reactivate your account by depositing €50 and you can cashout a €100 (€50 winnings + €50 deposit)."
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela