Spin Galaxy Casino - El jugador está intentando cancelar su bono de depósito.

Hello,

On June 1, 2024, I made a deposit of €150 at this casino (Spingalaxy).

A deposit bonus of €150 was added to my account without my request during the deposit process.

Since June 1, 2024, I have been trying to get this deposit bonus cancelled through customer service.

However, I am constantly being told that the casino is experiencing technical difficulties and the deposit bonus cannot be cancelled at the moment. They say it requires some time, and they are working on it.

It has now been a week, and nothing has happened. There has been no feedback from customer service either.

The bonus has not been activated, and the bonus funds have not been used for playing. It is frustrating that nothing has happened in 7 days, and I have not received any response.

I have already contacted customer service multiple times and always receive the same response in the live chat. They are working on it, but it will take time. They can't provide me with a specific time frame.

I want to play without the deposit bonus.

Hallo.

Ich habe am 01.06.2024 eine Einzahlung von 150€ bei diesem Casino (Spingalaxy) durchgeführt.

Mir wurde bei der Einzahlung ein Einzahlungsbonus von 150€ hinzugefügt, obwohl ich diesen bei der Einzahlung nicht beantragt habe.

Seit 01.06.2024 versuche ich diesen Einzahlungsbonus über denn Kundenservice stornieren zu lassen.

Mir wird aber jedes mal nur mitgeteilt dass dieses Casino technische Probleme hat und der Einzahlungsbonus im Moment nicht storniert werden kann. Dies benötigt einige Zeit und man arbeite daran.

Mittlerweile ist eine Woche vergangen und es ist noch immer nichts passiert. Auch keine Rückmeldung vom Kundenservice.

Der Bonus wurde nicht aktiviert und mit dem Bonusguthaben wurde auch nicht gespielt. Es ist ärgerlich dass jetzt in 7 Tagen nichts passiert ist und ich keine Rückmeldung erhalten habe.

Ich habe bereits etliche Male mit dem Kundenservice geschrieben und bekomme im Livechat immer die gleiche Antwort. Dass man daran arbeite aber es noch dauert. Einen Zeitpunkt kann mir vom Kundenservice im Livechat nicht genannt werden.

Ich will ohne denn Einzahlungsbonus spielen.

Dear Titus1987,

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

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

• Could you please share information on the bonus that was activated on your account?
• Could you please share your communication with the casino where you try to resolve 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Thomas.

It is a "100% deposit bonus". But this was not my first deposit.

When I noticed after the deposit that a bonus had been credited to me, I immediately contacted customer service to cancel this deposit bonus. Since 01

06.2024 I am connected to the casino's live chat every day.

Unfortunately, I am always only told that there is a technical problem and that work is being done on the cancellation.

Hallo Thomas.

Es handelt sich um einen "100% Einzahlungsbonus". Dies war aber nicht meine Ersteinzahlung.

Als ich nach der Einzahlung bemerkt hatte, dass mir ein Bonus gutgeschrieben wurde. Habe ich sofort den Kundenservice kontaktiert, um diesen Einzahlungsbonus zu stornieren. Seit 01

06.2024 bin ich jeden Tag mit dem Livechat des Casinos verbunden.

Mir wird aber leider immer nur mitgeteilt, dass ein technisches Problem vorliegt und an der Stornierung gearbeitet werde.

Thank you very much, Titus1987, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Titus1987,

I'm Michal, and I have taken over your complaint. I have reviewed your case and it is quite unusual that the cancelation of a bonus is taking so long, however, sometimes unexpected errors or software issues can occur. I will contact the casino to shed more light on this matter.

We would like to invite Spin Galaxy Casino to join the conversation.

Dear Spin Galaxy Casino,

We kindly request additional details regarding the obstacles preventing the cancellation of the deposit bonus from the player's account. Could you please inform us when this issue is expected to be resolved, allowing the player to continue playing without the bonus?

Hello Michael.

Thank you for your reply.

Unfortunately, the deposit bonus has still not been canceled. I still haven't received a response from Spin Galaxy Casino customer service.

I made the first request to cancel the deposit bonus on June 1st, 2024. 13 days have now passed.

Best regards.

Hallo Michal.

Danke für deine Rückantwort.

Leider wurde der Einzahlungsbonus immer noch nicht storniert. Rückantwort vom Spin Galaxy Casino Kundenservice habe ich noch immer keine bekommen.

Die erste Anfrage, zur Stornierung des Einzahlungsbonus, habe ich am 01.06.2024 gestellt. Mittlerweile sind 13 Tage vergangen.

Freundliche Grüße.

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.

Hello Michael.

I received an email from the casino today at 2:26 pm saying that the deposit bonus has now been removed.

I just checked my account and can confirm that the bonus has been removed.

Many thanks for your help.

Best regards.

Hallo Michal.

Ich habe heute um 14:26 Uhr eine Email des Casinos erhalten dass der Einzahlungsbonus nun entfernt wurde.

Ich habe gerade auf meinem Account nachgesehen und kann bestätigen dass der Bonus entfernt wurde.

Vielen Dank für Ihre Hilfe.

Freundliche Grüße.

That's great to hear, Titus1987. I'm glad the unwanted bonus has been removed. Is there anything else I can do to assist you, or may I consider your complaint resolved?

Thank you for your reply. 😊

I have no further questions.

You can mark the case as solved.

All the best for the future.

Vielen Dank fùr die Rückantwort. 😊

Ich habe keine weiteren Fragen mehr.

Sie können den Fall als gelöst markieren.

Alles Gute weiterhin.

Dear Titus1987,

Thank you for the confirmation.

As the complainant has confirmed, we consider this complaint to have been successfully addressed/resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru