Spinanga Casino - Collectibles software issue

Dear Spinanga Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hi,
Thank you for your patience.
We are actively working on this case and will get back to you as soon as possible with an update.
Best regards,

Hello!
I’m still waiting for response from Spinanga Casino.. Nothing happened yet, just like in my other case which was opened here on Askgamblers, almost 3 months ago…
Best,
Adam

Hello retek89,

We are sorry to hear about your experience.

We would kindly request you to please let us know the date of your attempt and please also share a screenshot showing you had 157 coins at the time you attempted that could be helpful for us to proceed with your request.

As per the screenshot's and GIF you sent above it does not show about the 157 coins you had mentioned earlier.

Regarding the 25 free spins you were referring to earlier via email. We would like to inform that was a shop purchase made by you.

However, we will wait for you to provide us with the screenshot of you having 157 coins. Thank you in advance!

Kind regards,
Spinanga team.

Hello!
Firstly, I would like to inform you that I not only have a GIF, but also a video that I recorded using my phone's screen recording feature, which I sent to you a second time to your email address (both the VIP and normal email addresses).

I would like to ask you not to delay any longer my case. On March 11, I reported my problem that I had collected 150 credits to redeem the bonus, for which I received the free spins but NOT the EUR 800 cash prize! In addition, due to a software error on your part, the last cloaks I had collected REVERTED TO GREY, meaning I had to reopen them.
Here you can find on askgamlers or in your email history when I forst reported this issue on March11, (11 weeks ago!!):
https:­//w­ww.a­sk­gam­ble­rs.c­om­/ca­sin­o-c­omp­lai­nts­/sp­ina­nga­-ca­sin­o-c­asi­no-­col­lec­tib­les­-mi­ssi­ng-­800eur

I reported this problem at this link and also via e-mail on 11th of March. Sinse then you haven’t solved the issue, you haven’t gave me the 800 EUR prize!

Then I collected the 150 credits AGAIN (actually, I now have 160, not 157 still now, i attach image about it), BUT I CAN'T unlock the collectible cloaks AGAIN (which I had already unlocked earlier, but they reverted back to gray, as if I had to open it again, I did not receive the 800 EUR cash, I repeat!)

Then I reported my problem again, saying that even though I had collected the 150 coins again, I still couldn't reedem it because of the error shown in the GIF! (I attached a GIF here because I couldn’t attach a video. But now I'm also attaching a picture showing that I currently have 160 coins (BUT AS I ALREADY SAID, I OPENED the last collectible, but I didn't receive ANY money for it, even though they should have given me 800 EUR!)

Today, i contacted again with the customer support, and I sent him the video again, which you asking me to account for! Please tell me, don't you read my emails? How are you replying it if you didn’t even see what i am sending?

I sent my email AGAIN today and, as I said, I attached the video AGAIN! Please watch it immediately!

I am attaching an email translated by Deepl, where you can find my video. I sent the email today, May 28, 2025, at 8:07 AM, and they replied (I also translated that into English because our correspondence is in Hungarian) at 12:23 PM, saying that they are working on the matter. Could you tell me what they have been working on for nearly a quarter of a year without solving it if you haven't even watched my video?

So, to sum up, I have already collected the 150 credits needed for the last cloaks collectibles twice, the first time on March 11, when I notified you that it had turned gray again, I did not receive the EUR 800 prize, and I have to open it again (this is why I created the first claim linked above). The second time, I notified you in this open claim that I had collected the 150 credits AGAIN (although, as I said, I currently have 160), but I CANNOT obtain the last collectibles because you have a software error and the error message in the video is still there! EVEN NOW!


Kind Regards,

Ádám

Please read carefully my previous answer! I’m just extensing it with something..
may I ask that why are you telling this: “ As per the screenshot's and GIF you sent above it does not show about the 157 coins you had mentioned earlier.”?

It is clearly visible on the prevoiusly attached GIF (converted from video) that I have 157 credit and cannot obtain the last collectible to get the 800 EUR reward because of your software issue (it gives error message which is also visible on the gif/video that I have sent you via email!)
By the way I highlight it from the previously attached gif with the attached image to the current comment!
And as i said, i have even more now, 160 credit and it is still gives me error message whenever i try to claim the last collectible (also attached a pic about having 160 coins currently)!
Please do not delay anymore this issue is opened since 11 weeks now without solution!!! Please read carefully my previous post and solbe the issue you have in your system!!

Hello retek89,

We would want to inform you that we are still waiting for relevant team to provide an update. Unfortunately! At the moment we do not know any estimate time. However, we were informed this might take time.

We will try our best to provide an update as soon as possible.

Thank you for being so patient with us! We really appreciate it.


Kind regards,
Spinanga team.

This is the third month that has expired without any response or correction of a serious error on your website! Ridiculous!!!!

Hello retek89,

We sincerely apologies. Unfortunately we still do not have any update. We have once again requested the relevant team to provide an update at the earliest as possible.

We assure you, we do not mean to keep you waiting. We kindly request you for some more patient please. We will try our best to provide an update with in few days time.

Thank you for your time and being so patient with us so far! We really appreciate it!


Kind regards,
Spinanga team.

Hi!
“ We will try our best to provide an update with in few days time.” After three months of nothing, I am very curious to see what you will update me with..
Thanks, I’m waiting..
Best,
Adam

Hello retek89,

We have sent an email requesting for the payment details.

We will wait for your reply.

Kind regards,
Spinanga team.

Hello Spinanga team,
I replied your email with my details. What is your next step?
Best,
Adam

Hello retek89,

We have manually added the 800 EUR / 321 479.20 HUF on your account balance on June 10th, 2025.

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!



Best regards,
Spinanga team.

Hello Spinanga Team,

I got the amout to my balance indeed, thanks for it. However my withdraw requests are still pending.. please forward the request to your colleagues to pay ASAP my pending withdrawals. Thanks

Hello retek89,

We aim to process withdrawal requests within 3 business days, from the next day that the request was made, or from the day of the last processed withdrawal.

Please note that this timeframe excludes weekends and public holidays. The status of your withdrawal will be updated in your balance history once it has been processed.

In addition, bear in mind that in case you decide to revoke an existing pending withdrawal, the withdrawal process will recommence.



Kindly note that you can have a maximum of 3 (three) active withdrawal requests each having gap of 24 hours and for the forth one you have to wait for any one of the earlier 3 withdrawal request to be processed.

Our team wishes you all the best for your future activities!


Best regards,
Spinanga Casino team.

Dear Spinanga,
I still have pending approvals for withdrawal. However I appriciate your support.

Dear @retek89,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

The money was payed after 3 months by Spinanga.

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.