Spinanga Casino - Die Auszahlung der Spielerprämie hat sich verzögert.

The casino offers collections that reward you with a set amount for closing. In December, I closed one of these. As I added more cards, the number of cards I had increased, and finally, with the closed collection, I have a 6/10. The issue was reported via online chat and email. I've been waiting since December for the collection to be closed and the PLN 425 added to my account.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

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 specify when these screenshots were taken?
• Could you please describe your play history in the casino in the last few months?
• Were you able to access your account using a different device or a browser and the issue persisted?
• Could you please specify what the disputed amount of zł425 represents in your situation?
• 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

The casino offers collections that reward you with a set amount for closing. In December, I closed one of these. As I added more cards, the number of cards I had increased, and finally, with the closed collection, I have a 6/10. The issue was reported via online chat and email. I've been waiting since December for the collection to be closed and the PLN 425 added to my account.

Given the card collection I specified, I should have received 425 PLN in cash for closing it. After reporting it, the collection remains open, and the amount hasn't been added to my account. I filed an official complaint. The matter has been dragging on since December, and the casino hasn't done anything about it. I only receive emails stating that my case is very complex, that the appropriate department is handling it, and it's still unresolved. Regarding the game, problems arise with bonuses. When you play, you need to have three symbols to trigger a bonus. I already have two and I see the third disappear. The game freezes and kicks me out of the game. I also reported the issue online. Regarding the problem with closing the collection, I tried it on another phone, cleared the memory and cookies, and checked everything on my computer, and still no change

Hello Kzk1234,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Kzk1234,

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,

Tomas

Dear Kzk1234,

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?

Thank you in advance for providing the information.

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.

Dear all,

thank you for contacting us!

We have checked the case and indeed found a technical issue with this specific collection. We have now manually added the reward for the collection (425 PLN cash) into the customer's account. Apologies for the inconvenience!

If you have any further questions please feel free to contact us.

Best Regards,

Team Spinanga

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

Dear Kzk1234,

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