Spinanga Casino - プレイヤーの賞金が遅れます。

Good day,

I have the following problem. At the "Spinanga" casino, you can collect collections. Each card has 10 cards, and each card must be purchased with coins earned by wagering real money, for example. I completed a collection two weeks ago that was supposed to pay €100 in real money into my player account, but I still haven't received anything. I've written emails to support, which they don't even answer anymore, and the live chat support tells me exactly the same thing every time: "We're taking care of it. I'll tell the tech team to hurry up."

As I said, two weeks have passed now and the whole thing just feels like a huge scam. Never in a million years has it taken this long for the €100 to be credited to my account.

I would be very grateful if you could help me in this case.

Thank you!

Guten Tag,

ich habe folgendes Problem. In dem " Spinanga " casino kann man Sammlungen sammeln, jede hat 10 Karten und jede Karte muss man mit Coins kaufen, die man durch einsetzen von echtgeld z.B. verdient. Ich habe vor 2 Wochen eine Sammlung vollendet, die mir 100 € echtgeld auf mein Spielerkonto zahlen sollte, es ist bisher aber immer noch nichts gekommen. Ich habe Mails an den Support geschrieben, die nicht mal mehr beantwortet werden und der Livechat support erzählt mir jedes mal genau dasselbe " wir kümmern uns darum, ich sage der technik das sie sich beeilen soll "

Es sind wie gesagt nun 2 Wochen ins Land gegangen und das ganze fühlt sich einfach nur noch wie ein riesenbetrug an, nie im Leben dauert es so lange mir diese 100 € aufs Konto gutzuschreiben.

Ich wäre ihnen sehr verbunden, wenn sie mir in diesem Falle helfen könnten.

Vielen Dank!

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Hello,

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.

• Could you please clarify when was the last time you received a reward from the 'collections' system in the casino?
• Did the casino acknowledge any technical issues with distributing this or adjacent rewards?
• Could you please share with me your communication with the casino regarding 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good day,

First of all, thank you very much for the quick reply and your help in general.

Unfortunately, I don't remember when I received the last and also first bonus for completing the first collection; I can't go back far enough in history to find it.

Regarding the technical issues, the casino and support keep telling me that there were problems, but that technical support is already working on it and will credit the money to my account as soon as possible. However, I'm 100% sure that's a blatant lie. I've been waiting for over two weeks now, and every time I ask in live chat, I get the same answer, literally—it's sometimes the same answer word for word as in previous chats. Each time, they assure me that I don't need to worry and that they're working on it.

The support team, which is actually responsible for this and can only be reached via email, simply hasn't responded to me at all anymore. The first email I sent gave me an auto-generated reply saying there were problems and they didn't know when I'd get the money. Since then, I've heard nothing.

I will send you the email history to the address above.

Thank you.

Guten Tag,

ersteinmal vielen Dank für die schnelle Antwort und ihre Hilfe im allgemeinen.

Leider weiß ich nicht mehr, wann ich den letzten und zugleich auch ersten Bonus für das erfüllen der ersten Sammlung bekommen habe, ich kann nicht weit genug in der History zurückgehen, um das zu finden.

Wegen der technischen Probleme, das Casino bzw. der Support erzählt mir immer wieder, das es Probleme gegeben hätte, aber der technische Support schon daran arbeitet und mir schnellstmöglich das Geld auf das Konto schreiben wird. Ich bin mir aber zu 100 % sicher, dass das eine dreiste Lüge ist, ich warte mittlerweile seit über 2 Wochen, jedes Mal, wenn ich im livechat nachfrage, bekomme ich diesselbe Antwort, buchstäblich - es ist teilweise Wort für Wort diesselbe Antwort wie in den vergangenen Chats, jedes Mal mit der Versicherung das ich mir keine Sorgen zu machen brauche und daran gearbeitet wird.

Der Support, der dafür eigentlich zuständig ist und den man nur über email erreichen kann antwortet mir zudem auch einfach gar nicht mehr, bei der ersten Mail habe ich noch eine autogenerierte Antwort bekommen, das es Probleme gäbe und man nicht wisse, wann ich das Geld bekommen könnte. Mittlerweile kommt nichts mehr.

Ich sende ihnen den Emailverlauf an die oben genannte Adresse.

Vielen Dank.

Thanks for your reply.

If the issue persists, please share a screenshot from your bonus history or bonus section showing which bonuses you redeemed recently and which bonuses are available for you to activate at this time.

Post screenshots here or send the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Thanks for your patience.

If the issue persists, kindly provide a legible screenshot with the information I requested. The screenshot you submitted contains illegible information.

I apologize for the inconvenience.

Dear Dannydawg,

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