Hello,

I am writing to ask for your assistance. This afternoon, I requested through chat on the SPINANGA site to self-exclude for personal reasons. During the chat, the operator ceased responding, so after several minutes, I closed the chat as well. Naturally, after some time, I deposited another 20€ to play slots. As I was spinning the reels of a slot and had a credit of 35€, I was suddenly auto-disconnected and unable to log back in. I immediately contacted the operator through chat, and they informed me that my account had been closed!! (I don't understand why they did this after I had made a deposit ??????) After that, I sent an email to [email protected] asking at least for the return of my 35€ won in the slots for fairness. 5 minutes later, I received their OUTRAGEOUS ?????? response, which I am attaching for you to read! In short, they deny any blame and did not at all acknowledge my request to have the 35€ returned ??????. I kindly ask for your help on this matter.

Best regards

Salve,

sono qui a scrivervi per chiedere il vostro aiuto. Questo pomeriggio ho chiesto via chat al sito SPINANGA di poter essere autoescluso per motivi miei personali. Durante la chat l’operatore non mi risponde più e quindi dopo un bel po di minuti chiudo la chat anche io. Naturalmente, dopo un po’ ho depositato nuovamente 20€ per giocare alle slot. Mentre facevo girare i rulli di una slot ed ero a 35€ di credito, d’un tratto dal nulla si auto disconnette e non mi fa loggare. Contatto subito l’operatore in chat e mi rispondono che hanno chiuso il mio account!! (Non capisco perché l’hanno fatto dopo che avevo depositato ??????) Comunque dopodiché scrivo un’e-mail a [email protected] chiedendo di poter aver indietro ALMENO per correttezza i miei 35€ vinti nelle slot! Dopo 5 minuti mi arriva la loro risposta SCANDALOSA?????? che ora ve la allego così la leggete! In poche parole loro non hanno colpe e non hanno citato per niente la mia richiesta di poter aver i 35€ indietro ??????. VI chiedo cortesemente di potermi aiutare.

Distinti saluti

Dear Ragmn82,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. While we believe that casinos are allowed to close players' accounts whenever and for whatever reason, we also believe that the remaining balance should be paid unless the player seriously breached the casino's T&Cs.

Could you please advise if you passed the KYC verification before the casino blocked you? Did you activate any bonuses on top of your deposit?

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it 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,

Kristina

Good morning,

I want to emphasize that I have absolutely not violated any of the casino's terms and conditions. I signed up successfully and deposited with my prepaid card. I entered all my details correctly! Regarding the KYC verification, immediately after my registration I went to my profile and clicked on the verification item to be able to enter all my documents necessary for the verification but it said "YOUR ACCOUNT DOES NOT CURRENTLY NEED VERIFICATION" . I assume because perhaps I still didn't have the necessary credit in my balance to proceed with the withdrawal and consequently they didn't ask me to verify the account. Honestly, I'm shocked given that the reviews on SPINANGA are excellent and yet they weren't correct with my request to be able to withdraw that €35 balance. (It wasn't bonus money!!)

Buongiorno,

voglio sottolineare che non ho assolutamente violato nessun termine e condizione del casinó. Mi sono iscritto correttamente e ho depositato con la mia carta prepagata. Ho inserito tutti i miei dati correttamente! Per quanto riguarda la verifica KYC, subito dopo la mia iscrizione sono andato sul mio profilo e ho cliccato sulla voce verifica per poter inserire tutti i miei documenti necessari per la verifica ma c’era scritto "ATTUALMENTE IL TUO CONTO NON HA BISOGNO DI VERIFICA". Presumo perché magari ancora non avevo nel saldo del credito necessario per poter procedere con il prelievo e di conseguenza non mi chiedevano la verifica del conto. Sinceramente sono allibito visto che le recensioni su SPINANGA sono ottime e invece non sono stati corretti con la mia richiesta di poter prelevare quei 35€ di saldo. (Non erano soldi bonus!!)

Thank you very much, Ragmn82, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) 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, Ragmn82,

I am sorry to hear about your issue. 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's representative to join this conversation and participate in the resolution of this complaint.

Dear Spinanga Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What was the balance when his account was closed and when can he expect the remaining balance to be refunded?

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. 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 Customer,

Thank you for reaching out.

We would like to inform you that we received your bank information for the manual payment and forwarded the payment to be executed by the relevant department.

You will be informed via email in case of any updates. We appreciate your patience.

Best regards,

Spinanga.com

I thank the reliability and seriousness of SPINANGA CASINó. I confirm that the email has just arrived with the confirmation of the payment of that €36.50 pending on my balance after the closure of my account. Now I'm waiting for them to arrive in my bank account. Therefore I can say that the case has been solved. Naturally, I also thank you at CASINó GURU for your constant and precise support towards us players.

Ringrazio l’ affidabilità e la serietà di SPINANGA CASINó. Confermo che mi è appena arrivata l’e-mail con la conferma dell’avvenuto pagamento di quei €36,50 in sospeso sul mio saldo dopo la chiusura del mio account. Ora attendo che arrivino sul mio conto corrente. Pertanto posso dire che il caso è stato risolto. Ringrazio naturalmente anche voi di CASINó GURU per il vostro costante e preciso supporto nei confronti di noi giocatori.

What great news!

Thank you, Ragmn82, for confirmation and for using the Casino Guru complaint resolution centre. Based on your update, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

If there is any problem, feel free to let me know via email ([email protected]) or request a reopening.

Thank you very much, Spinanga Casino Team, for your help and cooperation!

Best regards,

Branislav, www.kpvfaw.com