SpinsBro Casino - 플레이어가 보증금 환불을 받지 못했습니다.

Hello,

I registered at the above casino last Wednesday and made a deposit of €100.

The deposit was successful but my account was subsequently blocked there, probably because I self-excluded at another casino in the same group.

After several emails with the finance department and the live chat of the casino, I was then promised that the money had been refunded to me, unfortunately nothing has been credited to my account to date and I have not received any further answers to my emails from the finance department.

I hope you can help me somehow to solve the problem as soon as possible.

Best regards

Emmanuel T***

Hallo,

ich hatte mich letzten Mittwoch im o.g. Casino angemeldet und eine Einzahlung über 100€ vorgenommen.

Die Einzahlung war erfolgreich , aber anschließend wurde mein Konto dort gesperrt, liegt wahrscheinlich daran , dass ich einen Selbstauschluss bei einem anderen Casino der selben Gruppe vorgenommen hatte.

Nach etlichen Mails mit der Finanzabteilung und dem Livechat des Casinos, wurde mir dann zugesagt dass das Geld mir zurückerstattet worden sei, bis heute ist leider nichts auf meinem Konto eingegangen und von der Finanzabteilung bekomme ich auch keine weiteren Anrworten auf meine Mails.

Ich hoffe ihr könnt mir da irgendwie weiterhelfen , um das Problem schnellstmöglich zu klären.

liebe Grüße

Immanuel T***

Dear immigainz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you did not make any bets before the casino blocked you?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

No, I haven't placed any bets, the ban took place immediately after my deposit.

Nein ich habe keine Wetten abgeschlossen , die Sperre erfolgte direkt nach meiner Einzahlung.

Hello Emmanuel and CasinoGuru Team!

We would like to let you know that refund was produced on 22/03/2023. You should get your refund in 3-5 bank days after this date.

Best regards,

SpinsBro Casino Team

The same thing happened to me on March 17th. already communicated by email. Can you send me proof that the transaction is visible?

Das selbe wurde mir am 17.03. bereits per Mail mitgeteilt. Können sie mir einen Nachweis zukommen lassen indem die Transaktion sichtbar ist ?

Thank you very much, immigainz, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello immigainz,

I'm Michal and I have taken over your complaint. I have reviewed your case and I have received proof of payment from SpinsBro Casino that your initial deposit of €100 was sent back to you, have you received the funds?

Another thing, can you please elaborate on this "The same thing happened to me on March 17th." Was this another attempt from you to deposit to SpinsBro Casino?

Thank you very much, I have now received the money.

On 03/17 But I was informed that the money had been refunded, in the statement above, it suddenly says 22.03.

vielen Dank , das Geld habe ich mittlerweile bekommen.

Am 17.03. wurde mir aber mitgeteilt , dass das Geld zurückerstattet worden sein, in der Stellungnahme oben, heißt es dann aufeinmal 22.03.

Thank you for the response, immigainz.

I assume that your request needed to go through the casino's internal process and the actual payout was done on 22.03.2022, so maybe that was the reason for the time difference.

As you wrote your deposit was successfully returned so can we consider this complaint to be resolved?

Yes, thank you very much 🙏

Ja, vielen Dank 🙏

Dear immigainz,

I'm glad to hear that your issue has been resolved successfully. As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal