Spinmama Casino - El retiro de reembolso del jugador se retrasa.

Hello, I hope you could help me. I've been playing at the casino for two weeks and deposited over €500. I requested a cashback after a week and got an excuse. Today, the same thing happened again. According to the table, I should receive something. Please help me check. Thanks.

Hallo ich hoffe ihr konnte mir helfen seid 2 Woche spiele ich bei den casino und uber 500 Euro eingezahlt. Ich habe nach eine Woche um Cash back angeforderte und antworte ein ausrede. Heute nochmal das gleiche. Laut Tabelle sollte ich was erhalte. Bitte um Hilfe zum prüfen. Danke

Dear silvamargarida868,

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

Please understand that we cannot penalize the casino for revoking your bonus privileges.

It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice.

Feel free to provide any additional information, such as the reason given by casino support, otherwise, I regret to inform you that we may not pursue your complaint.

• Share the information and evidence as screenshots here, or submit the information to my email at tomas@casino.guru

I appreciate your understanding and look forward to your reply.

Best regards,

Tomas

Hello! Thank you for the quick response. The support team replied that I wasn't entitled to it. I understand that it's the provider's free decision whether to give it to me or not. I just find it a shame why they present it as a bonus and then pay when they want to. I'll wait and see if the provider responds. Thank you very much.

Hallo! Dankeschön für die schnelle Rückmeldung. Der Support Team hatte als Antwort gegeben das ich keine Anspruch habe. Das ist mir klar das eine freie Entscheidung von der Anbieter ob mir das gibt oder nicht. Finde nur schade warum stellen das als Boni da und dann wenn die lust haben bezahlen. Warte mal ob der Anbieter eine antwort gibt. Vielen Dank

Thanks for your reply.

I understand this must feel disappointing to you.

Please forward the responses you received from the casino detailing the reasoning why you were ineligible, if possible.

Send the information to my email at tomas@casino.guru

Looking forward to your reply.

Dear silvamargarida868,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru