Spinia Casino - Bonus for new level denied with absurd reason



Unseriöses Casino

Spinia Casino


€ 5

Veröffentlicht am 21. Februar 2021

On February 16th 2021 I reached the VIP level status "Rookie" at Spinia casino. The Rookie level promises 5 Euro bonus and I indeed received a notification during my gameplay that I have received 5 Euro for reaching that level. Since there were no 5 Euro in my account I contacted the support in the chat. Joanna told me that I had disabled bonuses in my account - something which the support at Duxcasino had already said when they didn't add the bonus of 10 Euro after completing level 1 (at Duxcasino). I tried to explain that the only option to enable or to disable bonuses is when depositing. Since the level bonus has nothing to do with a deposit but only with wagering money (1000 Euro in this case), I wanted to receive the promised bonus. Joanna repeated that I had disabled the bonus function and would only receive future bonuses but not the 5 Euro for my new level. She also refused to connect me to a supervisor. One hour in the chat with her without any success.

Later I talked to Jim who checked my account and he then told me that my bonus will be added within the next 24 hours. When I asked him about what Joanna told me he just all of a sudden gave the same answers that Joana gave me. He too refused to connect me to a supervisor and also told me that only future bonuses can be given to me because I had deactivated the bonus option "in my account/profile" - which actually is not in my profile but only in the deposit window.

At that point of time I thought that when enabling bonuses in the deposit window I would have to take the welcome bonus. Turns out that the welcome bonus has to be activated with a bonus code, yet I thought it would be automatically added since it's that case at Duxcasino and N1. Over there, deposit bonuses can't be deactivated when enabling the bonus. The different deposit bonuses can't even be chosen and I had to contact the support several times when depositing at Duxcainso.

Anyway, due to that I was sure that the welcome bonus would be added automatically when enabling bonuses in the deposit window.

Aside from that there is no hint whatsoever in the bonus rules or in the general T&C that the player has always to enable bonuses in the deposit window in order to receive a bonus for a new level. The option to disable or enable a bonus can only be found when depositing. Since there is no hint or rule that this option has to be enabled nobody can know about it. What does a deposit have to do with bonuses that are independent from a deposit? It seems that Spinia tries to defraud me of my earned bonus for reaching the new level.

I'd like to get the 5 Euro now, especially since I received the notification from Spinia while playing Starburst that I have won 5 Euro for my new level.

I attached the chat files as text documents. Please let me know if you prefer the chats as Screenshots.

Veröffentlicht am 22. Februar 2021


Thank you for your proper explanation of the situation.
After carefully reviewing the who;e situation, we agree that you should receive the bonus that you was promised when playing.

The bonus was added to you by now and we will do some work with the support agents to make sure they will be more careful next time.
Please note, if you wish to enable auto-issuing bonuses (or disable them), you can ask support or email us at support@spinia. com

We are sorry for the inconvenience caused by this situation.

Thank you.

Kind regards,
Spinia Casino.

Veröffentlicht am 23. Februar 2021

Dear Spinia Casino,

Thank you for your kind response.
I received the bonus.

This complaint can be closed.
Thank you Askgamblers and Spinia Casino.

Veröffentlicht am 23. Februar 2021

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.

Spinia Casino Beschwerden

  • 5 von 5 gelöst
  • 1 Tag Durchschn. Antwortzeit
  • 2 Tagen Durchschn. Lebensdauer
  • 709 USD Durchschn. Betrag

Haben Sie Probleme mit Spinia Casino?