Spinanga Casino - El cálculo de las ganancias del jugador es incorrecto.

I am writing to you to clearly and thoroughly explain an issue I have experienced with an online gaming platform, and for which, after multiple attempts at resolution, I have not obtained any effective solution.

The incident occurred when I placed a bet on roulette for a total amount of €28. Within that bet, I placed a €3 bet directly on the number 9. In that spin, the result was indeed the number 9, which implies, according to the standard rules of roulette (paying 35 to 1 on straight-up bets), that I should have received a prize of €108 (€3 x 36, including the return of the bet).

However, the system only credited me with €10, an amount that is completely inconsistent with the result and the terms of the game. I believe this constitutes a clear error in the settlement of the bet.

Following this incident, I contacted the platform's customer service via email. To date, I have sent over 20 emails over the course of more than a week. However, the responses I have received have always been generic and automated, failing to address the specific problem or offer a genuine review of the case or a solution.

This situation leaves me feeling clearly helpless as a user, since not only has the possible payment error not been corrected, but I have also not been provided with a technical or justification explanation of what happened.

Therefore, I request:

A detailed review of the play in question.

Verification of the result and calculation of the prize.

A clear and well-founded explanation.

The adjustment of the correct amount in case the error is confirmed.

I am attaching this explanation as part of my request for help, with the aim of having the case evaluated and being guided on the steps to follow for its resolution.

I remain at your disposal to provide any additional information that may be necessary.

Me dirijo a ustedes con el fin de exponer de forma clara y detallada una incidencia que he sufrido con una plataforma de juego online, y para la cual, tras múltiples intentos de resolución, no he obtenido ninguna solución efectiva.

El incidente ocurrió al realizar una apuesta en la ruleta por un importe total de 28 €. Dentro de esa jugada, aposté 3 € directamente al número 9. En dicha tirada, el resultado fue efectivamente el número 9, lo que implica, según las reglas estándar de la ruleta (pago de 35 a 1 en apuestas a número pleno), que debería haber recibido un premio de 108 € (3 € x 36, incluyendo la devolución de la apuesta).

Sin embargo, el sistema únicamente me abonó 10 €, una cantidad que no corresponde en absoluto con el resultado obtenido ni con las condiciones del juego. Considero que esto constituye un error evidente en la liquidación de la apuesta.

A raíz de lo sucedido, inicié contacto con el servicio de atención al cliente de la plataforma mediante correo electrónico. Hasta la fecha, he enviado más de 20 correos a lo largo de más de una semana. No obstante, las respuestas recibidas han sido siempre genéricas y automatizadas, sin abordar el problema concreto ni ofrecer una revisión real del caso o una solución.

Esta situación me genera una clara indefensión como usuario, ya que no solo no se ha corregido el posible error en el pago, sino que tampoco se me ha proporcionado una explicación técnica o justificativa de lo ocurrido.

Por todo ello, solicito:

La revisión detallada de la jugada en cuestión.

La verificación del resultado y del cálculo del premio.

Una explicación clara y fundamentada.

La regularización del importe correcto en caso de confirmarse el error.

Adjunto esta explicación como parte de mi solicitud de ayuda, con el objetivo de que se pueda evaluar el caso y orientarme sobre los pasos a seguir para su resolución.

Quedo a su disposición para aportar cualquier información adicional que sea necesaria.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is there any evidence about what your bet placement was during the affected bets?
• Have you provided sufficient information and evidence to the casino for investigation already? What responses have you received?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello yes,

I have a screenshot where my username appears in yellow with the amount earned of €108, but in my balance they only give me €10.

I also sent an email to Spinanga support where they replied that they are reviewing it, but they have been doing so for more than a week and they don't say anything else.

Hola si,

tengo una captura donde sale mi usuario en amarillo con la cantidad ganada de 108€ y que en el saldo solo me dan 10€.

Tambien he enviado un mail a support spinanga donde me han respondido que lo estan revisando, pero llevan mas de 1 semana haciéndolo y no dicen nada mas.

Hello Baquito,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

I went over the information you provided; however, from the screenshot, it's not possible for me to determine what your placement of the bets was on the roulette board and determine whether the payout was accurate as a result. Please let me know if this information is available to you and whether you are able to supply it to me for review.

Dear Baquito,

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.

I don't have any more information. I think it's clear in a screenshot that my username appears in yellow at the top with a profit of 108, but it doesn't appear in the balance.

No tengo mas información. Creo que se ve claro en una captura que sale mi nombre de usuario en amarillo arriba con la ganancia de 108 y que no aparece en el saldo.

Dear Baquito,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Baquito,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spinanga Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spinanga Casino,

Could you please provide detailed information regarding the player's issue and clarify why the winnings from his roulette spin were not properly credited to his account?

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

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.

Dear Baquito,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo