Spinanga Casino - La retirada del jugador se ha retrasado.

I purchased a complete collection, and the amount you receive after completing the collection is, in my case, €100 in free turnover, or free bet turnover. I've been waiting for two weeks now. I've also been in contact with the casino, and no one has resolved the problem, let alone addressed it. Instead, I'm always fobbed off with emails saying it's being processed.

Ich habe eine Sammlung vollständig erworben und diese Summe, die man nach der vollständigen Sammlung erhält, beträgt in meinem Fall 100 € Umsatz frei beziehungsweise Wett Umsatz frei. Ich warte jetzt schon seit zwei Wochen. Bin auch mit dem Casino in Kontakt und keiner kriegt das Problem gelöst geschweige dem nimmt sich der Sache an, sondern man wird immer nur vertröstet mit irgendwelchen E-Mails, dass es in Bearbeitung ist.

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear mischkaaa, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Spinanga Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have your winnings been added to your player's account?
• Could you please confirm that you have passed the KYC verification? 
• Do I understand correctly that you have requested a withdrawal of your winnings?

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, 

Katarina

No, the 100 euros for the collection were not credited.

I received a €100 phone bonus. I then mentioned the collection bonus again, and a man promised to take care of it immediately. Unfortunately, to no avail, even though I immediately sent him the screenshot, as he requested.

Nein es wurden die 100 Euro für die Sammlung nicht gutgeschrieben.

ich habe ein telefonbonus erhalten von 100 Euro . Da sprach ich nochmal auf den Sammlung Bonus an wo mir ein Mann versprach sich sofort darum zu kümmern. Leider vergeblich. Obwohl ich ihm sofort die Screenshot geschickt hatte wie er es verlangte.

Yes I have KYC verification

Ja ich habe Kyc vertifizierung

I just want the money to be credited to my game console with an increase in sales, as was promised with the collection, and whether I play or pay out will be seen when I have the money on my game console.

Ich will das Geld auf mein Spielkonsole einfach gutgeschrieben bekommen mit Umsatzsteigerung so wie es auch bei der Sammlung versprochen wurde und ob ich dann spiele oder auszahle werde ich dann sehen wenn ich das Geld auf meinem Spielkonsole habe

Game account

Spielkonto

Dear mischkaaa,

thank you for your reply.

Could you please forward all communications, mentioning the 100EUR free turnover, you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I sent the email with all the evidence

Habe die Email geschickt mit allen beweisen

Can you clarify?

Kannst du es klären?

Thank you very much, mischkaaa, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@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 mischkaaa,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Spinanga Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why weren't the funds credited? In case there is any confidential evidence pertaining to this case, please send it to martin.l@casino.guru. Thank you in advance for providing us with your view of the issue.

Hello all,

We kindly inform you that we are checking the issue with the relevant team and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Kind regards,

Spinanga casino team

Dear casino representative,

thank you for your response, we will be awaiting the results of your investigation.

I am excited because I have been waiting for over 4 weeks

Ich bin gespannt weil ich warte seit über 4 wochen

Dear mischkaaa,,

Thank you for your patience.

Please rest assured that our team is aware of your case and is still actively working to resolve the matter. We truly understand your frustration and appreciate the time you’ve waited so far. While we’re unable to provide an exact timeframe, we want to assure you that your issue remains under review and has not been forgotten.

We’ll contact you directly as soon as there’s an update or resolution.

Thank you again for your understanding and patience.

Kind regards,

Spinanga Casino Support Team

I have a solution. Just credit 100 euros to my gaming account, and that's the end of the problem for me! It's that simple and easy. Is that okay? Do we want a solution like that, or drag it out for a few more weeks? I'd be more than happy with that.

Ich habe eine Lösung. Schreiben sie mir einfach 100 Euro auf mein Spielkonto gut und damit ist für mich das Problem erledigt! Ganz simple und ganz einfach. Ist das okay? Wollen wir so eine Lösung haben oder es weitere Wochen rausziehen ? Damit wäre ich mehr als zufrieden

Dear casino representative,

thank you for your message. We will be awaiting an update.

Dear mischkaaa,

Thank you for your patience.

We kindly inform you that the 100 EUR reward has been credited to you after information that we had from the relevant team.

Thank you again for your understanding to the matter.

Best regards,

Spinanga team

Dear Spinanga Casino representative,

thank you very much for the update and your help in resolving this matter. I will leave this complaint open until mischkaaa confirms the reception of the reward.

Dear mischkaaa,

please let us know when you receive the funds.

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

Dear mischkaaa,

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,

Martin