Spinanga Casino - Os ganhos do jogador não são creditados.

Hello, I played blackjack at Spinanga Casino. Before playing, my balance was €39.91. I placed a €11 bet at 15:49:27.

Before the game, I had €38.91.

I bet €11.

I won, but my account remained at €28.91.

I have contacted the casino via email and chat. In the chat, they tell me to reach out via email, but they don't respond to my emails!

Other times, they tell me in the chat that they need more time, and more time, and refer me to their email support.

It's not about the €20, but this practice shows this is an unreliable casino. Stay away from this casino.

Καλησπέρα, στο spinanga casino έπαιξα blackjack ...πριν παίξω το υπόλοιπο μου ήταν 39,91...ποντάρω 11€ ωρα 15:49:27

Πρινν την παρτίδα είχα : 38,91€ 

Πόνταρα 11€ 

Κέρδισα αλλά ο λογαριασμός μου παρέμεινε με 28,91 ευρώ.

Έχω επικοινωνήσει με το καζίνο και μέσω email και μέσω chat. Στο chat μου λένε να επικοινωνήσω με email και στο email δεν μου απαντουν!

Σε άλλες φορές μου απαντούν στο chat πως χρειάζεται περισσότερος χρόνος και περισσότερος χρόνος και με παραπέμπουν στο email- υποστήριξη.

Δεν είναι για τα 20€ όμως η τακτική αυτή δείχνει ένα αναξιόπιστο καζίνο. Μακριά από αυτό το καζίνο.

Dear georgopoulosstavros7,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share a screenshot of your gameplay and your gaming history supporting your claims?
• Could you please share with me your communication with the casino regarding the technical issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

I have sent you screenshots to your email.

Σας έχω στείλει στο email σας στιγμιότυπα της οθόνης.

I will write them here in detail - please forgive my mistakes and my haste.

Good evening, I played blackjack ... before I played my balance was 39.91... I bet 11€ and win 10€ ... but instead of being credited with the money my account was left with 28.91 I had a hand of 8-2-10=20 and the dealer 7-6-6=19

Lot 76030740393

Blackjack table Amsterdam

On-air company

Time: 17/01/2025 15:49:27

Before the lot I had: €38.91

I bet 11€

I won but my account remained at 28.91 euros

I contacted them on chat, but after they reassured me, 2 days passed without them doing anything.

After 2 days I contacted them again and they told me to contact support via email.

I contacted them and they responded after 6-7 days.

They did nothing and told me to wait.

I contacted the chat and they keep giving me standard answers without any solution.

They don't respond to emails.

It's been 25-26 days.

I don't care about the 20€ as much as I care about the fraud and the terrible service.

I want other players to avoid this hassle from spinanga casino.

Θα τα γράψω και εδώ αναλυτικά - συγχωρέστε τα λάθη μου και την βιασύνη μου.

Καλησπέρα, έπαιξα blackjack ...πριν παίξω το υπόλοιπο μου ήταν 39,91...ποντάρω 11€ και κερδίζω 10€ ...όμως αντί να μου πιστωθούν τα χρήματα ο λογαριασμός μου έμεινε με 28,91 εγώ είχα φύλο 8-2-10=20 και ο ντίλερ 7-6-6=19

Παρτίδα 76030740393

Τραπέζι blackjack Amsterdam 

Εταιρεία on air

Ώρα : 17/01/2025 ωρα 15:49:27

Πριν την παρτίδα είχα : 38,91€ 

Πόνταρα 11€ 

Κέρδισα αλλά ο λογαριασμός μου παρέμεινε με 28,91 ευρώ 

Επικοινωνησα στο chat όμως αφού με καθησύχασαν πέρασαν 2 ημέρες δίχως να κάνουν κατι?

Μετά από τις 2 ημέρες ξανά επικοινωνώ και μου είπαν να επικοινωνήσω μέσω email στην υποστήριξη.

Επικοινώνησα και μου απάντησαν μετά από 6-7 ημέρες.

Δεν έκαναν τίποτα και μου είπαν να περιμένω.

Επικοινώνησα με το chat και συνέχεια μου δίνουν τυποποιημένες απαντήσεις δίχως να υπάρχει λύση.

Στα email δεν απαντούν.

Έχουν περάσει 25-26 ημέρες.

Δεν με νοιάζει τόσο για τα 20€ όσο για την απάτη και την χάλια εξυπηρέτηση.

Θέλω οι υπόλοιποι παίκτες να αποφύγουν αυτήν την ταλαιπωρία από το spinanga casino.



I don't know how to upload the email conversations as well as other screenshots as the system won't let me, but I have sent them to you by email.

Δεν ξέρω πως να ανεβάσω τις συνομιλίες από email όπως και άλλα screenshot καθώς δεν με αφήνει το σύστημα αλλά σας τα έχω στείλει στο email.

Tragic...after 30 days they end the conversation.

Because this casino is first on the list of recommended casinos, it is a good idea to remove it from the first position.

I would have been better off communicating with a chatbot. I would have gotten more help.

Τραγικοί...μετά από 30 ημέρες τερματίζουν και την συνομιλία.

Επειδή το καζίνο αυτό είναι πρώτο στην λίστα με τα προτεινόμενα καζίνο καλό είναι να το αφαιρέσετε από την πρώτη θέση.

Καλύτερα να επικοινωνούσα με ρομπότ τσατ. Περισσότερη βοήθεια θα ειχα

Thanks for your patience.

Please note the investigation of technical glitches might involve contacting the game provider. Involving a third party can inevitably cause delays.

Could you please share the game history of the game shows regarding the game round if possible?

Please understand if we don't have proof of the outcome of the game round we might not compel the casino to pay out any winnings to you.

Thanks for your reply.

I've written them above but you probably didn't read them.

Let's start from the beginning again.

blackjack ...before I played my balance was 39.91...I bet €11 and win €10...but instead of being credited with the money my account was left with 28.91. I had a hand of 8+2+10=20 and the dealer had 7+6+6=19.

On the table he wrote that I won when the game ended.

Lot 76030740393

Blackjack table Amsterdam

On-air company

Time: 17/01/2025 15:49:27

Normally, instead of 28.91, I should have had a balance of 48.91. Not only did he not pay me my winnings...he also took my bet.

It is not possible for me to have photos or videos from the batch. Besides, it is clear from the history in my account which batch I am referring to.

Τα έχω γράψει παραπάνω αλλά μάλλον δεν τα διαβάσετε.

Πάμε πάλι από την αρχή.

blackjack ...πριν παίξω το υπόλοιπο μου ήταν 39,91...ποντάρω 11€ και κερδίζω 10€ ...όμως αντί να μου πιστωθούν τα χρήματα ο λογαριασμός μου έμεινε με 28,91 εγώ είχα φύλο 8+2+10=20 και ο ντίλερ 7+6+6=19.

Στο τραπέζι έγραψε ότι κέρδισα όταν τελείωσε η παρτίδα.

Παρτίδα 76030740393

Τραπέζι blackjack Amsterdam 

Εταιρεία on air

Ώρα : 17/01/2025 ωρα 15:49:27

Κανονικά έπρεπε να αντί για 28,91 να έχω υπόλοιπο 48,91. Όχι μόνο δεν μου πλήρωσε δηλαδή τα κέρδη μου..αλλά μου πήρε και το ποντάρισμα μου.

Δεν είναι δυνατόν να έχω φωτογραφίες η' βίντεο από την παρτίδα. Άλλωστε φαίνεται από το ιστορικό στο λογαριασμό μου σε ποια παρτιδα αναφέρομαι.

I looked for it and found it... It's the last batch at the top.

Το έψαξα και το βρήκα... Είναι η τελευταία παρτίδα στην κορυφή.

Game history on the table in the first photo.

Casino game history in the next photos.

Since they have the history and can see it, how difficult is it for the casino managers to do it?

Ιστορικό παιχνιδιού στο τραπέζι στην πρώτη φωτογραφία.

Ιστορικό παιχνιδιού στο καζίνο στις επόμενες φωτογραφίες.

Αφού έχουν το ιστορικό και μπορούν να το δουν .ποσό δύσκολο είναι να το κάνουν οι υπεύθυνοι του καζίνο?

It's funny that the player is looking for the lots and comparing them when all the evidence is there for the casino to check if there has been a mistake or not. It's been 30 days....

Είναι αστείο να ψάχνει ο παίχτης τις παρτίδες και να τις συγκρίνει όταν υπάρχουν όλα τα στοιχεία ώστε το καζίνο να ελέγξει αν έχει γίνει λάθος η' όχι. Έχουν περάσει 30 ημέρες....

Thank you very much, georgopoulosstavros7, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) 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.  

Dear georgopoulosstavros7,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Spinanga Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Spinanga Casino,

Could you please provide detailed information regarding this case? Specifically, I would appreciate an explanation as to why the player's winnings have not been credited.

Thank you in advance for your response!

Best Regards,

Kubo

I don't think they have any intention of answering...or returning my €20...hahaha

Halal for them but it shouldn't be in the recommended casinos from this page because after so many messages in the chat...in emails and here too they are not interested and indifferent...luckily the amount of money is small...this is a good casino...

Νομίζω πως δεν έχουν πρόθεση να απαντήσουν...ούτε να μου γυρίσουν τα 20€...χαχαχα

Χαλάλι τους αλλά δεν θα πρέπει να βρίσκεται στα προτεινόμενα καζίνο από αυτήν την σελίδα γιατί μετά από τόσα μυνήματα στο τσατ...στα email αλλά και εδώ δεν ενδιαφέρονται και αδιαφορούν ..ευτυχώς που το χρηματικό ποσό είναι μικρό... είναι ένα καλό καζίνο αυτό ...

We would like to ask the 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’ which may negatively affect its rating.

Dear georgopoulosstavros7,

A representative from the casino reached out to me externally and informed me that they are actively reviewing your issue. I will keep you updated on any developments.

Thank you for your patience.

Dear all,

Thank you for your patience!

Please be informed that the customer's missing win has been credited on the 7th of March.

We hope this helps us reach the case resolution.

Best regards,

Spinanga team

The issue was resolved after 2 - 3 months. The amount was credited. However, this is not to the Casino's advantage as such a simple issue took nearly 3 months.

Επιλύθηκε το ζήτημα μετά από 2 - 3 μήνες. Πιστώθηκε το ποσό. Ωστόσο αυτό δεν είναι στα θετικά του Καζίνο καθώς ένα τόσο απλό ζήτημα χρειάστηκε κοντά 3 μηνες

Dear Spinanga Casino,

Thank you for your assistance and for ensuring that the player’s missing winnings were credited to his account.

Dear georgopoulosstavros7,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best Regards,

Kubo