SpinsBro Casino - Депозитът на играча е забавен и неразрешен.

I made a deposit by bank transfer on Saturday April 5th, on Monday April 7th the money was still not available to play, I contacted them via chat and email and the answer was to contact my bank, I contacted my bank where they informed me that the transfer was made (the money left my account). I've been trying for the past week to get them to resolve the situation and they haven't. Today I contacted them again via chat and they still haven't resolved my problem, I'm afraid I'm going to lose the 50 euros I deposited, I have proof of the transfer with their iban.

Fiz um depósito por transferência bancária no sábado dia 5 de Abril no dia 7 de Abril segunda-feira o dinheiro ainda não estava disponível para jogar, entrei em contacto via chat e via mail e a resposta foi para entrar em contacto com o meu banco, entrei em contacto com o meu banco onde me informaram que a transferência foi feita (o dinheiro saiu da minha conta). Tentei ao longo da semana passada que me resolvessem a situação e nada, hoje entrei novamente em contacto via chat e continuam sem resolver o meu problema, temo ficar sem os 50 euros depositados tenho o comprovativo da transferência com o iban deles

Dear carla2983,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Dear Carla and Guru administration

As we checked , all of the deposits that was made by player - was declined by her bank

Casino only receiving money , and cant hold it when deposit is made

And because all the attempts was declined by bank , player should contact them and ask what happened to the transaction

We did not receive any money and bank should return them to the player bank account asap via their rules and terms of money return

With respect, Spinsbro casino!

I have proof of the bank transfer made through the casino's payment system. The money has left my account and my bank has informed me that the transaction took place on April 7th.

Tenho o comprovativo da transferência bancária feita através da pg do casino o dinheiro saiu da minha conta e o meu banco informou que a transacção foi feita no dia 7 de Abril

Via chat they said they would check, it doesn't make any sense if the iban is yours that it hasn't appeared in my cadino account for so long

Via chat disseram que iam verificar, não faz sentido algum se o iban é o vosso estar tanto tempo sem aparecer na minha conta cadino

Dear player , we totally understand you

But we are only receiving money , we cant hold them with any methods

As we checked and sent the info about your deposits to our financial departments - they said that if deposits do not gonna be accepted and received by u in your casino account , money should have return to your bank account

But all this information - why they was declined to transfer/how long does it takes/how long wait for money comming back to your bank account - u should contact your bank account managers and receive full info about your transactions

With respect, Spinsbro casino!

I contacted my bank again yesterday and the information is that the transfer has been made. Isn't the IBAN on the receipt yours? I'm waiting for that answer, I've asked you several times if it's your IBAN and you won't answer.

Ainda ontem voltei a contactar o meu banco e a informação é que a transferencia foi feita. O IBAN do comprovativo não é o vosso? Ando a aguardar essa resposta, varias vezes que já perguntei se é o vosso IBAN e vocês não respondem

It's been resolved spinsbro, they've already put the 50 euros in my casino account. Spinsbro I hope that in the next situation like this your chat support will not be so rude, because customers with proof and bank information do not need to waste time complaining for the situation to be resolved.

Sincerely

Já está resolvido spinsbro já meteram os 50 euros na minha conta casino. Spinsbro espero que uma próxima situação como esta o vosso apoio no chat não sejam tão rudes, pois os clientes com comprovativos e informações bancárias não têm necessidade de estar a perder tempo com reclamações para a situação ficar resolvida.

Atentamente

Dear carla2983,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru