Betspino Casino - Player’s account has been closed.

Betspino blocked my account without warning and is holding €11,000 of my money. Support first told me the account was "blocked" with no reason given. When I pushed for an explanation, they said it was suspended for an Anti-Fraud Policy violation, final, no appeal.

They never told me what I actually did. No evidence, no specific rule, nothing.

Their own policy says they're supposed to run a verification process first, documents, an interview, before taking this kind of action. None of that happened to me. I went straight from a locked account to a final decision.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Can you please clarify the dispute value? You set your complaint to €3,873, but in your message you stated that the casino is withholding €11,000.
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Betspino's own emails reference their Sportsbook Terms and an "unfair betting practices" clause when explaining the account suspension.

I was playing with an active bonus at the time.

On the dispute value, I'm not sure where €3,873 came from, that may have been entered in error on my end. The correct amount Betspino is withholding is €11,000, as stated throughout my complaint and correspondence with their support team. Could you please correct the dispute value to €11,000?

Thank you for your reply, wheelersgirl. I’m sorry to say I don’t have good news. If your account was blocked for a claimed breach in the sportsbook section, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.