Spinara Casino - Player’s account has been closed with withheld winnings.

Account closed without reason – €17,500–€19,000 balance withheld – No reply after 72 hours.

I am filing a complaint against Spinara Casino (MGA/B2C/1072/2024, operator Elvel Limited).

On 16 March 2026 my account was suddenly closed with a balance between €17,500 and €19,000. I had deposited between €4,000 and €5,000. I had passed live biometric verification shortly before and never requested a withdrawal.

Timeline:

16 March: Account closed + formal review email requesting notarised documents.

17 March: Submitted documents.

24 March: Michelle replied only that documents must be notarised.

25 March: Sent detailed email requesting explanation and commitment to pay the full balance to my Revolut account (72-hour deadline).

28 March: Still no response.

On the same day the operator also closed my accounts at sister sites Sugarino and Wizzspin (zero balance). These sites actively promote each other on their websites.

I have video recordings and screenshots showing the full Spinara interface with my balance (highest €17,816 on 11 March 2026).

Requested resolution:

Full return of €17,500 – €19,000 to my Revolut account.

Written explanation for the closure of all three accounts

I am attaching the following:

Screenshot showing balance of €17,816 on 11 March 2026

Screenshot of the formal review email from 16 March

Screenshot of my email sent on 25 March

Best regards, Alexander **** [removed by casino.guru admin]

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinara Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Do I understand correctly that the documents you submitted were notarized?

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,

Tomas

Dear Casino Guru Team,

Thank you for opening my case.

Here are the answers to your questions:

How long were you a player and when your account was blocked?

I received my welcome email from Spinara on 10 February 2026 and made my first deposit around 12 February 2026. So I was a player for roughly 5 weeks before my account was closed on 16 March 2026.

What games did you play? 

real money:

mostly i was opted-in for Jackpot frenzy at 50% contribution while playing plinko and joker's jewels wild (both pragmatic play) and roulette.

bonus money:

i played only the bonus money games like sweet bonanza, fruit party, dog house (they have a section with only bonus money games) and betting no more than €5 per spin

Did you achieve your current balance with the help of a bonus? 

I used the welcome bonuses on my first few deposits (I believe 4 or 5). However, I lost all of the bonus amounts and the real money balance + bonus money balance reached €0 before I continued depositing without any bonus. The final balance of €17,500+ was built purely from later real-money deposits and many jackpot Frenzy wins after the bonus was finished.

Were the documents notarized? 

No. I submitted clear scans of my government-issued photo ID, proof of address, and bank statements on 17 March.

On 24 March Michelle replied only that the documents "need to be notarised". The account had already been closed before I submitted any documents.

I am willing to provide notarised copies, but only if the casino first confirms in writing that they will release the full balance to my Revolut account once the notarised documents are received.

Additional info:

On the same day the operator also closed my accounts at sister sites Sugarino and Wizzspin. I had made one or two small deposits at Sugarino, lost them plus the bonus, and had €0 balance at Sugarino and Wizzspin when the accounts were closed.

I have screenshots and video recordings showing the full Spinara interface with my balance reaching €17,816 on 11 March 2026.

I never requested a withdrawal.

I can provide all evidence upon request.

Thank you for your help.

Best regards,

Alexander ****

Thanks for your reply.

I am afraid no casino would be able to make such promises regarding your balance before the verification is concluded, and we won't insist they do. Please let me know when you provide the notarized documents to the casino, and about the result of your verification.

Please note that the requirement of notarized documents can't be circumvented even with our intervention.

Thanks in advance for your cooperation.

Dear Casino Guru Team,

Thank you for your reply.

I understand you cannot force written guarantees before verification is completed.

I am willing to arrange the notarised documents. However, Spinara has not provided any detailed guidelines or examples of what they consider an acceptable notarised document.

This includes specifics such as stamp requirements, exact wording the notary must include, which pages need to be stamped, acceptable paper type, ink colour, signature requirements, and other technical details that could otherwise lead to unnecessary rejections.

Could you please ask Spinara to provide:

1. Clear and detailed guidelines or examples of acceptable notarised documents.
2. A reasonable timeline for when the verification will be completed once I submit them?

This would allow me to complete the process efficiently without repeated rejections.

Thank you for your assistance.

Best regards, Alexander *****

Hello AAmundsen,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear AAmundsen,

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, Romi (romana.r@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,

Tomas

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Spinara Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Spinara Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi