Spinurai Casino - Der Spieler kann nicht auf die Website zugreifen.

There has been no access to this casino from Hamburg for weeks. The support email address is also not available. There is no way to contact support. I would like my balance paid out to my Neteller account. However, I now have a new card number/card. Maybe that plays a role in the payout. In this regard, the support would have to get in touch with me for the time being.

Es besteht seit Wochen von Hamburg aus keine Zuggangsmöglichkeit zu diesem Casino. Die Support Emailadresse ist ebenfalls nicht erreichbar. Es gibt keine Möglichkeit mit dem Support in Kontakt zu treten. Ich möchte mein Guthaben auf mein Neteller Konto ausbezahlt haben. Ich habe aber inzwischen eine neue Kartennummer/Karte. Vielleicht spielt das eine Rolle für die Auszahlung. Diesbezüglich müsste der Support aber vorerst einmal mit mir in Kontakt treten.

Hello Mona,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I tried to access the website and I have come across this message:

Is it the same message that you see? Also, I tried to write an email to the email address from the picture, and the email has been delivered. Have you tried to contact the casino using support@spinurai.com email address?

Do I understand correctly that €66 (dispute amount) is currently being held in your account?

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello dear Kristina, everything is correct so far, except that my email kept coming back as undeliverable. I hope you can help me as of course I would like my money back.

Thank you for your efforts.

kindest

Month***

Hallo liebe Kristina, stimmt soweit alles, nur dass meine Email ständig als unzustellbar zurückkam. Ich hoffe, Sie können mir weiterhelfen, da ich mein Geld natürlich gern zurück hätte.

Vielen Dak für Ihre Bemühungen.

Freundlichst

Mona T***

Thank you very much for your reply, Mona. I wrote an email to the casino asking about this situation and I received this reply:

In this case, I would recommend that we wait for a few more days as maintenance of the website can sometimes be a bit time-consuming. I will set the timer for additional 7 days, and if there is no development, we will intervene. Please, keep us updated in the meantime and let us know if there is anything new.

Thanks for your efforts. I don't believe in it, because it doesn't take 6 weeks to get a website up and running. But we'll do it like you said.

kindest

Month***

Vielen Dank für Ihre Bemühungen. Ich glaube zwar nicht daran, weil man doch keine 6 Wochen braucht, um eine Website auf Vordermann zu bringen. Aber wir machen es so, wie Sie es sagten.

Freundlichst

Mona T***

Dear Mona,

I see that the website is still unavailable. Has there been any news? Has the casino gotten in touch with you or paid out your balance in the meantime?

Dear Kristina, unfortunately no. Not the slightest thing has happened. I'm at a loss.

LG Mona

Liebe Kristina, leider nein. Es hat sich nicht das Geringste getan. Ich bin ratlos.

LG Mona

Thank you very much Mona for your cooperation so far. I will now transfer your complaint to my colleague Matej (matej@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 soon.

Thanks alot

Vielen vielen Dank

Hello Mona,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Please explain what is happening with the casino and why Mona can't access the website anymore.

We would like to ask Spinurai 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’.

Hello,

That means I can save my money. That's cheating

kindest

Mona

Hallo,

Das heisst, ich kann mir mein Geld abschminken. Das ist Betrug

Freundlichst

Mona

Unfortunatelly Mona,

The Casino is non-responding. Please submit your complaint to the casino regulator here:

https://www.mga.org.mt/support/online-gaming-support/

You can use the link on this complaint as a reference that you have already tried to solve the complaint with a 3rd party mediator.

I am very sorry that we were unable to help you more.

Please write to me here when you submit your complaint to the regulator. Regularly, we will check the status and close the complaint according to the regulator's decision.

Thanks for your efforts. In the next few days I will follow your suggestion.

Warm greetings

Mona

Vielen Dank für Ihre Bemühungen. In den nächsten Tagen werde ich Ihrem Vorschlag entsprechend.

Liebe Grüße

Mona

Hello Mona.

Please confirm that you submitted your complaint to the regulator, and I will close this case as unresolved with status: waiting for the regulator's decision.

Dear Mateij,

I was able to get in touch with Spirunai Casino in the meantime and I informed them that I would like to close my player account and wish the transfer to my Neteller account. That was a few days ago. So far, however, nothing further has been done.

How can I proceed, how long should I wait?

I would be grateful for your help.

kindest

Mona

Lieber Mateij,

ich konnte mich inzwischen mit dem Spirunai Casino in Verbindung setzten und ich habe denen mitgeteilt, dass ich mein Spielerkonto auflösen möchte und die Überweisung auf mein Neteller Konto wünsche. Das war vor wenigen Tagen. Bislang hat sich da aber noch nichts weiter getan.

Wie kann ich da vorgehen, wie lange sollte ich noch warten?

Für Ihre Hilfe wäre ich dankbar.

Freundlichst

Mona

Hello Mona.

Usually, when a player wants to withdraw using a new payment method, a deposit is required first to verify that the account belongs to that player (deposit of minimal value)

The casino should do this, but in your case, hard to say if they will insist on this. It is excellent news that they have finally replied to you. I would wait 14 days to process the funds. (but it is up to you, of course)

I will do that.

Das werde ich tun.

Thank you, Mona.

I am setting the timer to 14 days. I hope till then, the casino will solve the problem.

After I was able to get in touch with Casino Spirunai, the support was very quick and helpful. The answer was always on the same day. Today I got my credit transferred and my player account was closed. So this matter is successfully ended!

Thank you again for your support!

Glg.Mona

Nachdem ich mich Casino Spirunai in Verbindung setzen konnte, war der Support sehr schnell und bemüht. Geantwortet wurde stets am gleichen Tag.Heute habe ich mein Guthaben überwiesen bekommen und mein Spielerkonto wurde geschlossen. Somit ist diese Angelegenheit erfolgreich beendet!

Vielen Dank nochmal für Ihre Unterstützung!

Glg.Mona

Dear Mona,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.