Spinania Casino - Player's account has been closed and winnings confiscated.

Hi, I've registered at this casino... I made 3 successful deposits.

When I wanted to make a withdrawal request, I was asked for several documents. All of them were verified and accepted, I tried to withdraw again. Then they suspended my account and asked why I had put Norway on the register, since I'm from Portugal. I explained that if I had Norway it was because it had been done automatically, since I had a VPN on when I registered. And then I asked them to alert me because the correct one was Portugal! I sent everything correctly, my documents, everything... and asked them to change my registration error. After a few hours, they closed my account and took my winnings!

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Dear Miidelgado,

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.

• Could you please advise on the reason you have used a VPN to access the casino?
• Could you please clarify when did you become aware of registering with the incorrect country?
• Additionally, could you please forward your correspondence with the casino? You can reach me at attila.g@casino.guru, or you can attach screenshots here.

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,

Attila

Good morning, I used VPN because I was connected to the VPN. The casino does not forbid VPN. I only realized that I had registered in the wrong country when they told me, after I requested a withdrawal, that I had registered in the wrong country Norway (I can't see that detail in my profile). In my casino profile I can only see my name, email address and cell phone number. The other details are omitted from the player profile. So I don't know if that detail is misplaced, I can't see it. Anyway, I told them I was wrong and to change the country to Portugal.

Dear Miidelgado,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Miidelgado,

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

Dear Miidelgado,

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,
Attila
Casino.Guru