The player from Germany faced issues with a performance bonus that had not been paid out despite successful collection. He had contacted support over 20 times for about 3-4 months, receiving vague responses without a clear resolution or timeline. The Complaints Team was unable to assist further due to the player's lack of response to inquiries and reminders, which led to the closure of the complaint. The player retained the option to reopen the complaint in the future should he choose to continue communication.
Spinanga Casino - Player's bonus payout has been delayed.
Amount: €50
Spinanga Casino
Safety Index:HighSafety Index
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8.2
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
There are problems with the performance bonus...it's not being paid out after a successful collection. I've contacted support over 20 times and always get the same excuse...that they're working on it. This has been going on for 3-4 months now...
There is no clear statement as to when or if you will receive the bonus at all.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear LaFluer,
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:
- Please specify what bonus you are referring to. Can you please share the link to it?
- Do I understand correctly that you finished the wagering of a bonus, but the winnings are not credited to your account?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the KYC verification?
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,
Natalia
Public
Public
1 month ago
Translation
Hello,
The performance bonus consists of coins that you get for deposits, challenges, and casino games, etc. With the coins you collect, you can then unlock/buy cards. As soon as you have unlocked a complete collection of 10 cards, you get a reward. In my case, I unlocked all ten cards and didn't get the €50 reward. Support said there was a problem and I wasn't the only one. I shouldn't worry. The money would be in my player account soon. That was about 4 months ago. Since then, all I've gotten from support is excuses and standard replies that they're working on it. My player account is fully verified.
Thank you for your help.
Best regards.
Edited
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear LaFluer, thank you for your explanation. We regret to inform you that we are unable to compel casinos to upgrade your player's status or suggest that they provide you with loyalty rewards. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not.
I apologize for not being able to provide more assistance in resolving this case. Please let me know if there is anything else I can assist you with, or if this complaint may be closed.
Thank you for your understanding.
Natalia
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear LaFluer,
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.
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
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,
Natalia
www.kpvfaw.com
