Spitfire Casino - Player's not able to log into her account.

I deposited 20 euros on September 16th with a 300% bonus, but the bonus was not credited to my account. Since then, there has been no one in the chat to assist me, and I've written various emails without receiving a response. Now, I can't even log in to use the money I deposited to play.

Dear mommigig,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your deposit remained untouched in your casino account?

Have you tried contacting the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

Dear mommigig,

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.

Besides postponing the deadline, do you have any other information? I keep sending unanswered emails

Thank you for your reply, mommigig. Please understand that our email addresses work as tools to collect evidence from players and casinos and the complaint thread is the main channel for communication. Since you didn't reply, you were offered 7 more days.

Anyway, I’m very sorry but you haven’t answered my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear mommigig,

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.

On September 16th I sent you all the evidence, nothing has changed since then, they don't reply to my emails and I can't

Could you please advise if you played with the deposit? How much money did you have in your casino account before it was closed?

Dear mommigig,

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.

Do you do anything else besides postponing?

How can I play the credit if they don't let me log in? Have you ever solved a case?

I apologize for any inconvenience, but upon reviewing the complaint thread, it appears that the delay in resolution is due to your lack of clear responses to my questions. Please, check my last reply and try to assist, otherwise, I will be forced to close this complaint.

in my balance I have the 20 euros that I deposited on September 16th with the 300% bonus never added and which I cannot play since they blocked me without any explanation

Thank you very much, mommigig, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, mommigig,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Spitfire Casino's representative to join this conversation and participate in resolving this complaint.

Dear Spitfire Casino team,

Could you please look at the player's issue and provide us with an explanation? Why has her account with unused deposit been blocked/closed? What needs to be done on the complainant's side in order to access the account and/or play? Or, if the casino decided to close her disputed account, when will it refund her unused deposit?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

I hope they respond to you, I have tried them all, I sent emails to various addresses and never received any response... I deposited 20 euros on 16 September with the 300% bonus (60 euros) but since there was no chat to claim them I sent various emails to no avail, even though as written they should be available 24 hours a day

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

If they don't respond to me, what makes you think they will respond to you?

Further attempt

To be honest, mommigig, nothing. There is no guarantee that they will get back to me.

However, I am trying to contact them also using our internal contacts, so there is a higher chance someone could reply to me. But, unfortunately, we are not able to force any casino to cooperate in resolving complaints, and we should also count on the option that no one from the casino will contact us, and the complaint will be closed as unresolved (rating decrease).

But, let's wait for the last 5 days until the current timer expires, and we will see if anyone contacts me.

Thank you for your patience and understanding.

I tried to send one last email again...

Dear mommigig,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help or have news from the regulator, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru