Spinia Casino Complaints
Spinia Casino Complaint Stats
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.
Resolved
I got a mail from askgamblers.com that my second complain about spinia casion is rejected because a same issue complain was already sunmitted by me. Sorry but the second complai is a totally different problem.
The first problem was that Spinia disabled my account because some dat wasn't correct. I accepted that decision.
This is another problem. I made a new (other) account with help of Spinia. Did some deposits and two cash outs were approved by Spinia.
Suddenly Spiniadoesn't want to cash out €250 (the third cash out), because they say I have two accounts active.
But the first account was disbled by Spinia before I made the new account. Spinia was aware that I had an old disabled account (already disabled by them) and helped me with getting approval for the proof of documents for the new account.
It wasn't (isn't) possible for me to login with two accounts because the first was disabled before the new one was created.
So the reson Spinia give for the disapproval of the cash out (new, active account) is not valid. That is my complain.
And that complain is not the same as the first complaint.
Resolved
Trying to withdraw my winnings they say I need to wager x3 times my deposit. Ive done that already, they are telling me all sorts of things, like suddenly roulette doesn't count towards the wagering. Which is nonsense because I deposited quite a lot, lost and won a lot without problems. Now they kind of make it hard to withdraw my 500 euro winings.
I liked the casino before this happen, but this is kinda making me frustrated.
Resolved
They even asked me for a screenshot Of my emails because They didn’t believe me?
This is a very bad experience that I am going through from Easley €99, the fact that they stop responding to my chat and my emails just goes to show that they are not planning to pay me, that is my money and I want it.
I want my money
Resolved
I was verified instantly. However the withdrawal kept failing to my credit card because it is unsupported with my bank. They asked to make a small deposit via Ecopayz which I did. However there is an issue with my Ecopayz which will not allow incoming payments from merchants.
I also asked for a manual wire transfer, they said they do not do wire transfers.
I have no options left at this moment. It makes me wonder why a casino does not have wire transfer options for the client to withdraw his or her funds.
Up until this day, they have not provided me any positive solutions without having to create other e-wallets or other accounts just to withdraw my funds.
Can you please help Spinia /Askgamblers ?
Resolved