Spinanga Casino - Player’s account has been closed.

Buonasera,

dopo aver depositato con Carta e giocato sul casino (ROULETTE) Spinanga, ho effettuato un prelievo di €75,00.

Ma dopo mezz'ora il prelievo è stato annullato e il mio account chiuso definitivamente.

Cosa strana: una settimana prima avevo fatto stessa cosa (depositato e giocato) e prelevato senza problemi.

Non ho giocato bonus ma solo Roulette e Roulette Live.

Potreste aiutarmi a capire il motivo della chiusura dell'account e a richiedere un rimborso delle 75€?

Io ho fatto tutto in maniera legittima senza violare il regolamento.

Allego alcune immagini a supporto.

Grazie in anticipo per il tempo che mi dedicherete

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.

Dear FabioPossanzini,

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.

• Did you pass the verification before you lost access to the account?
• What was the reason given for the cancellation of your withdrawal?
• Were you notified about your account closure, and if so, what reasons were provided?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Gentile Petra,

Rispondo alle domande poste:

1. Hai completato la verifica prima di perdere l'accesso all'account?

No, il casino non mi ha mai chiesto la verifica dell'identità (come anche i suoi casino partner)

2. Qual è stata la motivazione addotta per l'annullamento del suo prelievo?

La motivazione è nella risposta ricevuta per email (riallego l'immagine della mail ricevuta)

3. Sei stato informato della chiusura del tuo account? Se sì, quali motivazioni ti sono state fornite?

No, mi sono accorto di non poter più accedere (Account in revisione) e, dopo aver contattato un operatore in chat, sono stato informato che l'account è stato chiuso per decisione amministrativa.

Resto a disposizione per eventuali ed ulteriori chiarimenti e vi ringrazio per la collaborazione.

Thank you for your reply and for providing the previous details.

• Is it possible for you to provide your transaction history, even if your account is currently blocked?
• Do you have any evidence or receipts showing your previous successful withdrawals or your account status?
• You mentioned that your account has not been fully verified. Is there any chance the casino requested verification via email or notification (for example, identity documents or payment method verification)? Have you checked all your emails (including spam/junk folders) for any verification requests from the casino?
• When submitting your withdrawal request, did you use the same payment method that you used for your deposit?
• Have you received any emails or messages from the casino regarding this issue? You can send all the documents to petra.h@casino.guru or upload your screenshots directly to the complaint thread.

Thank you again for your cooperation.

Grazie per la risposta e per il supporto.

Risponderò alle sue domande:

È possibile che lei ci fornisca la cronologia delle transazioni, anche se il suo conto è attualmente bloccato?

Purtroppo l'account risulta "IN REVISIONE" e non posso accedervi.

Possiedi prove o ricevute che attestino i prelievi andati a buon fine in passato o lo stato del tuo conto?

Si certo, allego qui di seguito lo screenshot della mail con oggetto "Withdwrawal Completed" ricevuta da parte del Casino Spinanga:

Hai menzionato che il tuo account non è stato completamente verificato. È possibile che il casinò ti abbia richiesto una verifica via e-mail o tramite notifica (ad esempio, documenti d'identità o verifica del metodo di pagamento)? Hai controllato tutte le tue e-mail (incluse le cartelle spam/posta indesiderata) per eventuali richieste di verifica da parte del casinò?

Non ho ricevuto nessuna comunicazione dove veniva richiesta la verifica.

E anche la sezione sul sito "VERIFICA" mostrava il messaggio "Sembra che il tuo account non richieda una verifica. Divertiti con i nostri giochi!"

Quando hai inviato la richiesta di prelievo, hai utilizzato lo stesso metodo di pagamento che hai usato per il deposito?

Si, lo stesso di quello precedente: richiesta di prelievo su carta di credito Mastercard

Hai ricevuto email o messaggi dal casinò riguardo a questo problema? Puoi inviare tutti i documenti a petra.h@casino.guru oppure carica i tuoi screenshot direttamente nella discussione del reclamo.

Ho provato a contattarli richiedendo informazioni sul motivo della sospensione dell'account, senza mai ricevere risposta.

Resto a disposizione per qualsiasi necessità

Thank you for your reply and for providing the previous details, FabioPossanzini.

Could you provide above-mentioned communication you had with the casino? You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Buongiorno Petra,

grazie per il supporto fornito fino ad ora.

Qui di seguito uno screenshot della mia mail inviata il giorno 15 aprile all'indirizzo support@spinanga.com, alla quale non ho mai ricevuto risposta.

Resto a disposizione per eventuali ed ulteriori chiarimenti.

Dear FabioPossanzini

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear FabioPossanzini,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Spinanga Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Spinanga Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Caro Samuel,

Ti ringrazio molto per aver preso in carico il mio caso e per il supporto che mi offrirai in questa fase.

Ti confermo che, al momento, non ci sono ulteriori novità da segnalare. Il Casinò Spinanga non ha mai interagito direttamente con me tramite email, nonostante i miei tentativi.

Per quanto riguarda la documentazione e i dettagli del caso, ho già provveduto a fornire tutto il materiale e le risposte necessarie alla tua collega Petra nelle comunicazioni precedenti.

Resto comunque a tua completa disposizione qualora avessi bisogno di ulteriori chiarimenti o documenti integrativi.

In attesa di un riscontro da parte del rappresentante del casinò, ti auguro un buon lavoro.

Cordiali saluti,

Fabio P.

Hello FabioPossanzini,

thank you for your message and for confirming that there are currently no new updates from your side.

I appreciate your cooperation and the information already provided earlier in the complaint process. At this stage, we will need to wait for the casino representative to respond and clarify their position regarding the account closure. Once we receive their reply, we will proceed further with the case.

Thank you for your patience in the meantime.

Dear FabioPossanzini,

Thank you for reaching out.

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

-using the Website for commercial purposes or in someone else’s name or interest;

-engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

-colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

9.3 We reserve the right from time to time to conduct a game play review/review the customer's betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

Therefore, according to the aforementioned article, your 75 EUR balance is voided.

Thank you for your understanding.

Kind Regards,

Spinanga Team

Hello everyone,

thank you for the response.

Dear Spinanga Casino,

at this stage, I must point out that the information currently provided is still not sufficient for me to independently assess or validate the account closure and confiscation decision.

The casino has quoted several broad Terms and Conditions clauses related to fraud, collusion, abusive activity, or gameplay review. However, these clauses only describe what the casino may do in the event of a violation, they do not explain what exactly the player allegedly did in this specific case.

At the moment, I still have no clarification regarding:

• what exact rule violation the player allegedly committed,
• what specific activity triggered the account closure,
• whether the decision was related to gameplay patterns, bonus abuse, payment methods, multi-accounting, collusion, or another issue,
• what evidence or internal findings support the conclusion,
• and how the confiscation of the balance was determined to be proportionate.

Simply citing generic Terms and Conditions without providing any case-specific explanation or supporting evidence is unfortunately not sufficient for mediation purposes.

I fully understand that certain internal information may be confidential. However, Casino Guru regularly reviews sensitive cases and accepts anonymized or partially redacted materials when necessary. At minimum, I need some form of independently reviewable evidence or structured explanation allowing objective assessment of the casino’s conclusions.

Therefore, I kindly ask Spinanga Casino to provide:

• a more detailed and case-specific explanation of the alleged violation,
• clarification regarding what exact activity led to the account closure,
• and, where relevant, supporting materials such as:
  • gameplay or betting logs,
  • timestamps of suspicious activity,
  • device or browser fingerprint correlations,
  • IP or connection summaries (not merely generic IP match claims),
  • multi-account linkage indicators,
  • bonus abuse analysis,
  • or other internal findings supporting the conclusion reached.

The information may be anonymized or partially redacted if necessary, but it still needs to be sufficiently clear and reviewable for independent mediation purposes.

Without this information, I will unfortunately not be able to consider the confiscation sufficiently substantiated, and the complaint may ultimately need to be closed as unresolved due to insufficient evidence from the casino side.

Dear FabioPossanzini,

thank you as well for your patience. At this stage, we will now wait to see whether the casino is willing to provide a more concrete explanation and supporting evidence regarding the actions taken on your account.

I will wait for the next update.

Dear all,

We would like to inform you that we are checking on the matter with our specialised team and we will have updates for you as soon as possible.

Thank you so much for your patience and understanding.

Best regards,

Spinanga Team

Hello everyone,

thank you, Spinanga Casino, for the update.

I acknowledge that the case is currently being reviewed by your specialised team.

Dear FabioPossanzini, for now we will wait for the casino’s next update. Once they come back with more concrete information, we will be able to continue the assessment of the case.

Please keep me informed if you receive any further communication in the meantime.

Dear all,

Thank you for your inquiry regarding the closure of this account and the subsequent voiding of funds.

Following a thorough investigation by our relevant department, it was confirmed that the player committed a material breach of our Terms and Conditions, Article 9.1. Specifically, the account was funded exclusively using payment methods (cards ending in 6468 and 9167) that do not belong to the account holder.

As the use of third-party payment methods is strictly prohibited, the account has been closed and all winnings resulting from these deposits have been voided in accordance with our security protocols.

We consider this matter resolved based on the clear violation of our financial terms.

Thank you for your understanding.

Best regards,

Spinanga Team

Hello everyone,

thank you for the update.

Dear Spinanga Casino,

thank you for clarifying the reason behind the account closure.

Dear FabioPossanzini,

the casino states that the deposits were made using payment methods that allegedly did not belong to you, which led to the account closure and confiscation of the balance.

Could you please share your position regarding this explanation? If there is any context or additional information you believe is relevant regarding the payment methods used on the account, feel free to provide it.

I will wait for your response before proceeding further.

Gentile Samuel,

Gentile Team di Spinanga Casino,

Confermo che i depositi tramite le carte con finali 6468 e 9167 appartengono a un familiare stretto.

Ho agito in totale buona fede, ignorando che l'Articolo 9.1 vietasse l'uso di carte di terzi anche se autorizzate dal titolare.

Riconoscendo l'errore procedurale, propongo il seguente compromesso:

• Accetto l'annullamento delle vincite.

• Chiedo però il rimborso dei soli depositi originali sulle carte di provenienza.

Spero che questa onesta ammissione permetta una risoluzione equa della controversia.

Resto a disposizione per fornire i documenti d'identità del titolare delle carte.

Hello everyone,

thank you both for your responses.

Dear FabioPossanzini,

thank you for your honesty and for clarifying the circumstances surrounding the payment methods used. I appreciate your willingness to cooperate and your acknowledgment of the breach of the casino's payment policy.

Dear Spinanga Casino,

thank you as well for the information provided regarding the investigation.

Considering that the player has openly admitted that the cards belonged to a close family member and has stated that the violation was not intentional, I would like to ask whether there is any possibility of reaching a compromise in this case.

While I understand and respect the casino's position regarding the confiscation of winnings resulting from the use of third-party payment methods, could you please clarify whether a refund of the player's original deposits would be possible? The player has indicated that he is not disputing the confiscation of the winnings and is only requesting the return of the deposited funds to the original payment methods.

I would appreciate it if you could review this possibility and let us know whether any exception or alternative solution can be considered.

Thank you both for your cooperation. I will await the casino's response.

Dear all,

Thank you for your response and for your mediation efforts in this case. We appreciate the player's honesty regarding the use of the third-party payment methods.

However, after a final review of the case by our casino management team, we must inform you that an exception cannot be made, and a refund of the original deposits is not possible. The use of payment methods belonging to a third party, even a close family member, constitutes a severe and direct violation of our policies.

Per our General Terms and Conditions, which all players explicitly agree to upon registration, the consequences of this material breach are absolute under Article 9.1:

9.1 The Website is intended for personal use only. You are only permitted to deposit funds into your account using payment methods that are legally yours and registered in your name. The use of third-party payment methods is strictly prohibited.

As the deposited funds were fully used to place wagers on the platform, and given the explicit breach of Article 9.1, the balance cannot be refunded or returned to the third-party cards.

Please kindly note that this decision from our casino management team is final and absolute. We consider this complaint fully addressed from our side and look forward to your final evaluation.

Best regards,

Spinanga Team

Dear FabioPossanzini,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Samuel
Casino.Guru