Spinanga Casino - Der Spielerbonus wurde verzögert.

Good afternoon, Spinanga offers a bonus for completing collections with coins won while playing.

Well, I have completed all the collections and they have been credited to me, except for the Animals collection whose bonus is €2100. Despite being listed as complete and showing 9/10, it is fully completed. I contacted them and they keep giving me the runaround but haven't credited me anything. I am attaching evidence.

buenas tardes, spinanga tiene la bonificación de completar colecciones con monedas ganadas jugando.

pues bien he completado todas las colecciones y se me han acreditado, salvo la colección Animals cuya bonificación es de 2100€, la cual no se me acredita, estando completada y poniendo que está completa 9/10. Sin embargo, está completa entera. Me pongo en contacto con ellos y solo saben darme largas pero no me acreditan nada. Adjunto pruebas.

Dear Mandianie27,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me additional screenshots showing that you collected all 10 of the animals? In the screenshot you provided us with, only six of them are visible.

Could you kindly forward me all the communication between you and the casino customer support regarding this bonus that could be relevant to our investigation? My email address is veronika.l@casino.guru.

Could you please confirm if you passed the full KYC verification?

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

Veronika

Good afternoon, yes, I send everything to the email provided.

Buenas tardes, sí, le envío todo al correo electrónico proporcionado.

Thank you for your emails. The transcripts with customer support show that your animal collection had to be reviewed by the relevant department. Have you received any updates from them yet?

I have not received any updates or emails from them, what it seems to me is that they are wasting time. And through live chat they first told me 72 hours then 3-5 business days, and when the deadlines are met, they invent something new. But they still haven't solved it

No he recibido ninguna actualización ni correo por parte de ellos, lo que me parecen es que están haciendo pasar el tiempo. Y por chat en directo primero me dijeron 72 horas luego 3-5 días hábiles, y cuando se cumplen los plazos, inventan algo nuevo. Pero siguen sin solucionarmelo

Thank you very much, Mandianie27, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Mandianie27 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinanga Casino for their help in resolving this complaint. We would like to know what is the issue with the bonus and what can we do to help the player receive it.

Thank you!

Dear all,

Thank you for reaching out.

We would like to inform you that the reward for the achievement in question was credited to the customer's account on 17.07.2024. Please accept our sincere apology for the delay.

Best regards,

Spinanga.com

Thank you for the update Spinanga Casino representative.

Dear Mandianie27, let us know if your issue has been resolved or if you require any further assistance. Thank you!

Dear Mandianie27,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.