The player from Germany filed a complaint against Spinaconda for unauthorized withholding of her €25 deposit after her account had already been blocked. Despite having completed verifications and received promises of a refund, her funds remained inaccessible, and her inquiries were met with standard automated responses. The issue was marked as resolved after the player confirmed satisfaction with the outcome. We acknowledged the resolution and closed the complaint in our system, offering further assistance if needed.
Spinaconda Casino - Player’s funds are being withheld due to account closure.
Resolved
Our verdict
Case closed
Amount: €25
Spinaconda Casino
Safety Index 6.1 Below averageCase summary
Discussion
Public
Public
3 weeks ago
Translation
Subject: Unauthorized withholding of funds – Ticket ID: YIBMG0
Description:
I am hereby officially filing a complaint against Spinaconda. My account was already blocked, yet the casino allowed my registration and a deposit of €25. This is a blatant violation of the responsible gaming and player protection guidelines.
I fully verified my account by submitting all required documents (ID, proof of address, and bank statements) on June 28, 2026. Despite multiple confirmations from support that my case is being reviewed and a refund has been promised, my money is still being held, and my emails are being ignored. I have contacted support multiple times (ticket ID: YIBMG0), but I only receive automated, standard replies to stall me.
I demand the immediate refund of my €25 deposit, as the transaction should have been rejected due to the existing account freeze. I have documented the entire process, including the administrative account closure and the chat logs.
I request your assistance in resolving this case.
Automatic translation:
Public
Public
2 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 weeks ago
Hello,
Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Roby Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify the reason your original account freeze?
- Could you please provide the timeline of events? Specifically, when did the casino reopen your account, and when was your last deposit made?
- Could you please confirm whether you currently still have access to your account?
- Could you please share your original account closure request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots 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,
Attila
Public
Public
1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Player,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
