Spinanga Casino - La recompensa del jugador se retrasa.

Good day

I've bought/collected all the cards in the Spears card collection, and there's a checkmark next to each one (see photo), but the €100 rewards haven't been credited to my account. Support keeps saying it's still being processed and that it's taking longer than expected. This has been going on for over a week now.

Guten Tag

Ich habe alle Karten in der kartensammlung Spears gekauft bzw gesammelt ,es ist auch überall ein harken dran (siehe Foto ) allerdings werden mir die 100 € Belohnungen nicht gutgeschrieben. Und vom Support kommt immer nur das es noch dauert und es in Bearbeitung ist .Und das ganze geht jetzt schon über eine Woche

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you receive any notification confirming that all your spears have been successfully collected?
• When exactly did you unlock the last spear?
• Have you experienced similar difficulties with this feature at this casino before?
• When was the last time the casino communicated with you regarding this issue?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello

No, I haven't had any problems like that with the casino so far. And I haven't received any notification either. The casino hasn't contacted me yet, but I write to them almost daily, and all I get is that they're working on it.

Hallo

Nein ich hatte bisher noch keine Probleme in der Art mit dem casino. Und eine Benachrichtigung habe ich auch nicht erhalten. Kontakt hat das casino noch nicht zu mir aufgenommen aber ich schreibe denen fast täglich und außer das dran gearbeitet wird bekommt man nicht als Antwort .

Please forward me the most recent conversations between you and the casino customer support regarding the uncredited reward at veronika.f@casino.guru. These can be screenshots, emails, or chat transcripts.

This conversation is from today, and I've been getting exactly the same answer for the last 3 weeks.

Diese Konversation ist von heute und exakt das selber bekomme i h seit 3 wochen als antwort.

Dear Mirila91

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, Martina (martina.b@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,

Veronika

Dear Mirila91,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinanga Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s reward still has not been credited?

Thank you in advance for providing the information.

Dear Mirila91,

Thank you for reaching out to us.

We would like to kindly inform you that the case is being reviewed by the relevant team, and you will be notified as soon as there is an update.

Kind regards,

Spinanga Casino Team

Dear Spinanga Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Mirila91,

Thank you for your patience.

We kindly inform you that your case is still under review with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Spinanga Casino Team

That's exactly what I've been hearing since December 18th!!! It can't be that it takes this long.

Genau das höre ich seit dem 18.12 !!! Kann doch nicht sein das es so lange dauert

Dear Spinanga Casino,

please, is there any information that you can provide?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mirila91,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina