The player from Germany had a dispute with Spinanga regarding a €40 deposit and subsequent winnings. After an error occurred while playing a feature that resulted in a lost balance and winnings, the casino's support team stated that the bonus had expired, denying the player his winnings despite his claims of having activated it correctly within the valid timeframe. The player expressed frustration with how unprofessionally the situation had been handled. The Complaints Team was unable to proceed with the investigation due to a lack of response from the player, leading to the temporary closure of the complaint.
Spinanga Casino - Player's winnings have been confiscated.
Amount: €131
Spinanga Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.2
Spinanga Casino has a Safety Index of 8.2, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear furrrlix,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you experienced with your deposit and bonus at Spinanga. To better assist you and understand the situation, I would like to ask you a few questions:
- Could you please share the link for this particular bonus or the promotional email confirming which bonus you were awarded?
- Did you notice any error messages while playing that could have contributed to your balance disappearing?
- Do you have access to your game history or can you ask the casino to send it to you? Could you please share it with us then? Please, send it to my email address at [email protected].
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Natalia
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear furrrlix,
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
