Spinanga Casino - La cuenta del jugador se ha cerrado inesperadamente.

Hello, I deposited 75 euros on Monday, and a few hours later I couldn't log in anymore. I haven't claimed a bonus or anything else. In the live chat, they told me it was an administration decision. I've sent several emails since Monday, requesting a refund. Not a single response yet. I hope someone here can help me.

Hallo, am Montag habe ich 75 Euro eingezahlt, wenige Stunden später konnte ich mich nicht mehr einloggen. Ich habe weder einen Bonus oder sonstiges in Anspruch genommen. Im Livechat sagte man mir, es ist eine Entscheidung der Administration. Ich habe seit Montag mehrere Mails geschickt, damit ich mein Geld zurück erhalte. Nicht eine Antwort bisher. Ich hoffe mir kann hier geholfen werden.

Dear AK1982888,

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.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Was there any gaming activity? How much was your deposit and the balance remaining on your balance?
• Did you fill out your player's profile with accurate personal information?
• Which payment method have you used for the deposit?

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, I deposited €75 via Funid on Monday and haven't played anything up until then. A few hours later, I tried to log in, but it wouldn't work. No explanation as to what might have happened. Of course, I entered my correct details. Before that, I'd always been able to withdraw without any problems. The account closed overnight. There are €75 in the account. I want the money back.

Hallo, ich habe am Montag via Funid 75 Euro eingezahlt, und nichts bis dahin gespielt. Paar Stunden später wollte ich mich einloggen und es ging nicht mehr. Keine Erklärung was passiert sein soll. Natürlich habe ich meine korrekten Daten eingegeben. Davor habe ich immer problemlos auszahlen können. Von heute auf morgen das Konto zu. Es sind 75 Euro auf dem Konto. Ich möchte das Geld zurückbekommen.

Thanks for the detailed explanation

• Have you received any more specific reply or justification from the casino support since your last post?
• Has the casino refunded your deposit since your last post?
• If there is any more communication between you and the casino to support your complaint, please share it with me at tomas@casino.guru

Hello, I still haven't received my deposit. I just received an email stating that the case is being investigated. I just sent you this email.

Hallo, ich habe meine Einzahlung noch immer nicht erhalten. Lediglich eine Email, dass der Fall untersucht wird. Diese Email habe ich Ihnen gerade geschickt.

Dear AK1982888,

• Did you receive an explanation of the casino's actions or any justification since the 31st of March?
• Did the casino promise you the refund of your deposited funds, or were these funds confiscated?

Please let me know.

Hello, I haven't received any explanation. I feel like they don't even know why my account was closed. The casino has neither promised me a refund nor confiscated my funds.

I have been waiting for 16 days for my deposit to be refunded.

Hallo, ich habe keine Begründung bekommen, ich habe das Gefühl, dass die selber nicht mal wissen, warum mein Konto geschlossen ist. Weder hat das Casino mir die Rückerstattung versprochen noch mein Guthaben konfisziert.

Seit 16 Tagen warte ich mittlerweile, dass mir meine Einzahlung zurückerstattet wird.

Thank you very much, AK1982888, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear AK1982888,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Spinanga Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Spinanga Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your 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.

This is a highly rated casino that is completely dubious. It simply keeps deposited funds and doesn't respond. I will hire a lawyer to resolve this issue. I strongly advise everyone not to play there.

Hier wird ein Casino hochgewertet, was absolut unseriös ist und eingezahlte Gelder einfach einbehält und hier nicht antwortet. Ich werde einen Rechtsanwalt beauftragen dieses Problem zu lösen. Ich kann jedem nur abraten dort zu spielen.

Why is a Spinanga Casino representative responding to another customer's case today and not mine? What's going on here?

https://casinoguru-de.com/spinanga-casino-der-spieler-geht-davon-aus--dass-sich-7

Warum antwortet ein Spinanga Casino Vertreter auf den Fall eines anderen Kunden heute und nicht auf meinen? Was ist hier eigentlich los?

https://casinoguru-de.com/spinanga-casino-der-spieler-geht-davon-aus--dass-sich-7

Dear AK1982888,

I apologize for the inconvenience. I’ve also noticed that the casino representative responded to another case, and it seems this one may have been unintentionally overlooked. I’ve escalated the matter to Spinanga’s higher management, and they’ve assured me that a response will be provided as soon as possible.

Thank you for your continued patience.

Dear AK1982888,

We would kindly like to apologize for the delay of our answer.

We also would like to inform you that we forwarded your case to the relevant department.

We will provide you with further information as soon as possible.

Thank you for your patience and understanding.

Kind regards,

Spinanga Casino Team

This problem has been going on for six weeks now, and nothing has been resolved yet. If they don't welcome me as a customer, then I would like to be paid out my €75 balance, which I deposited on March 24, 2025.

Das Problem besteht jetzt schon seit sechs Wochen und es hat sich noch immer nichts geklärt. Wenn man als Kunde bei ihnen nicht erwünscht ist, dann möchte ich mein Guthaben von 75 Euro, was ich am 24.03.25 eingezahlt habe, gerne ausgezahlt bekommen.

Dear AK1982888,

We would kindly ask you to check your emails and send us the requested documents, in order for us to proceed with your case.

Thank you for your understanding and cooperation.

Kind regards,

Spinanga Casino Team

I just sent you the documents. It's unbelievable that I've been fighting to get my €75 deposit back since March 24, 2025. You're dragging things out. This has already taken more than six weeks.

Ich habe Ihnen die Dokumente gerade gesendet. Es ist unglaublich, dass ich seit dem 24.03.25 darum kämpfe meine Einzahlung von 75 Euro zurück zu bekommen. Sie ziehen hier alles in die Länge. Mehr als 6 Wochen dauert das alles schon.

Dear AK1982888,

Thank you for the provided documents.

We would kindly like to inform you that they are currently under review. We will inform you in the nearest time as possible.

Thank you for your patience and cooperation.

Kind regards,

Spinanga Casino Team

Dear Casinoguru Team,

I submitted this case here on March 26, 2025. Almost seven weeks have passed, and we've made little progress. My documents, which I sent last week upon request, still haven't been reviewed. This is no longer normal. The casino is doing what it wants and doesn't seem interested in resolving this case as quickly as possible.

Liebes Casinoguru Team,

ich habe diesen Fall hier am 26.03.25 eingereicht, es sind jetzt fast 7 Wochen vergangen und wir sind kaum weiter gekommen. Meine Dokumente, die ich letzte Woche auf Anfrage geschickt habe, sind immer noch nicht überprüft worden. Das ist nicht mehr normal. Das Casino macht was es möchte und scheint nicht daran interessiert zu sein diesen Fall schnellstmöglich zu lösen.

Dear Spinanga Casino,

I fully understand the player’s frustration - and I believe you should as well. Given that the disputed amount is relatively modest and consists solely of the player's own deposited funds, the prolonged verification process appears to be excessive in this case.

Could you please expedite the review and either provide clear reasons for the account closure or proceed with a refund, if applicable? Additionally, we would appreciate it if you could share an estimated timeframe for when we can expect an update.

Thank you for your cooperation.

Dear AK1982888,

We would kindly like to apologize for the delay in this case.

We would kindly ask you to please check your emails and provide us with the details, in order to initiate the refund of your balance.

Thank you for your patience and cooperation.

Kind regards,

Spinanga Casino Team

Hello, I have provided you with my bank details. I am now waiting for the payment.

Hallo, ich habe Ihnen meine Bankverbindung mitgeteilt. Ich warte jetzt auf die Auszahlung.

Dear AK1982888,

Thank you for your details.

We forwarded all information to the relevant department, which will finalize your payment in the nearest time.

Thank you for your patience and cooperation.

Kind regards,

Spinanga Casino Team

I just received my money.

Thanks to the Casinoguru team. Without you, I probably would never have seen my money again. 👍

Ich habe mein Geld soeben erhalten.

Danke an das Casinoguru Team. Ohne euch hätte ich mein Geld wahrscheinlich nie wieder gesehen. 👍

Dear AK1982888,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo