Spinarium Casino - Player's account has been closed after a large win.

Hello, I have a problem with this casino.I won a large amount of money and the casino did not pay out my money and blocked my account. I was told by the support that I cheated, that's why they blocked my account.First they wrote me for 5 days that they have broken payout etc and under that they blocked my account.I will send screenshots attached.I even have another person who had the same thing happen to him. Thank you so much for your help. have a nice day

Dear sadpos365,

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

If another player is experiencing the same issue, they are free to submit a complaint on our website as well, and we'll try to assist.

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your winnings in the casino? (which slots, which live games, betting on sports) 
• Did you achieve your winnings with the help of a bonus? 

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,

Tomas

Hey, thanks for the answer. According to the email, I should be registered from 17.9.2024 and I was banned on 25.10.2024.

The way I found out about the blocking of my account is that I wanted to log in to my account on spinarium to see if they wrote me from support to see if they had already sent me the money as they made the excuse that they had a problem with the payout and it was taking time. and after i logged in i got a screen that my account is blocked as i sent in the attachment. i played pragmatic games and i got the biggest winnings on wanted dead or a wild and i got a video of it and other pictures of how suport made excuses that they have a problem with the counter punch that pays players money. Can I send it to you somewhere ? I didn't use the bonus for winnings.Thanks for the reply !

Thank you very much, sadpos365, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, sadpos365!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you very much. I sent pavel to email all screenshots I have. 

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 Pavel and sadpos365,

We take the integrity and security of our platform with the utmost seriousness. Our Risk Department is committed to ensuring a fair and secure environment for all users, and we have established stringent measures to prevent and address any violations.

During a recent review, our Risk Department identified a violation involving cheating activity that resulted in winnings being credited to your balance. While we understand the desire for transparency, it is critical to note that disclosing specific details of this violation would pose a severe risk to the security of our systems. Revealing such information could compromise our ability to detect and prevent similar incidents in the future.

For this reason, the findings of our investigation must remain confidential. This policy is essential to uphold the integrity of our platform and protect it from further exploitation.

We appreciate your understanding of the importance of these measures. Please be assured that this decision reflects our commitment to maintaining a secure and trustworthy environment for all users.

I have direct videos of how I won screenshots of withdrawals then subsequent conversation with your support who told me for 5 days that you can't pay me money because they have some problem with the provider who pays them

Where can I get you all the evidence Casino Guru please?

Dear Spinarium Casino and sadpos365,

please, kindly send the evidence to my e-mail address pavel.k@casino.guru.

Spinarium Casino, we will not share any evidence with anyone, including the player, so you can be sure that the integrity of your platform will be upheld. We understand how important it is to save platform's vulnerabilities from cheaters.

Dear Pavel, I am sending you a video of how I won and you can see my balance and all the messages where spinarium is making excuses for not paying me the money because they have a problem with their financial provider.

Dear Pavel,

Unfortunately, we are not allowed to share this information with anyone.

interesting that I'm willing to provide all the evidence and spinarium isn't. Thank you, spinarium. You've ruined my life. Karma will catch up with you. That’s lot

of money.

Spinarium Casino, is there any progress on getting the evidence?

Dear Pavel and sadpos365,

We understand the importance of transparency and would be happy to provide the details of the investigation. However, due to our security protocols, we are unable to disclose this information.

Hello, sadpos365!

We have received information form the casino that payment provider you have used is currently conducting investigation into your operations. The problem is that this investigation may take up to 90 days. We cannot hold the complaint opened for that long, therefore, I am forced to close it as unresolved for now. I must note that the casino will not be penalized for it as it is not their fault that the payment provider requires such timeframe for finishing their investigation. I hope for your understanding and thank you for your patience.

Meanwhile, if you will have any questions or new information, you will be able to reach me via my e-mail, as previously: pavel.k@casino.guru.

We have reopened this case because timeframe for the payment provider's investigation has expired. Spinarium Casino, please, let us know what information you have received.

Dear Pavel and sadpos365,

Unfortunately, we haven't received a reply yet. I will ask them for a conclusion once again.

Best regards,

Spinarium Team

The financial provider supposedly had 90 days to review and today it is 92 days, please comment as soon as possible, this is crazy

Hi, Spinarium Team!

Have you received any reply from the payment provider?

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.

I am extending the timer for 7 more days as I reach out to the casino representative via e-mail.

Dear Pavel, thank you very much.

We still need more time on payments provider's side to get to the next steps of this case solution.

Dear sadpos365, we appreciate your patience and understanding and will do our best to solve this case asap.

Best regards,

Spinarium Team

Spinarium ma account is banned 4 months! thats enough! thats not 1. Case with this problem! give me my money!

I am extending the timer for last 7 days as I try once more to check if payment provider has concluded their investigation.

sadpos365, please, note that casino cannot reopen your account as long as your deposits are under investigation, so I ask for a little bit more of your patience.

Dear Pavel,

We appreciate the opportunity to address the concerns raised regarding this case.

As we got the updates from our payment provider, here's a complete situation that we see.

A few days after the player made the payment and received the deposit, we received an updated payment status marking the transaction as 'fraud.' In response, we initiated an internal investigation and requested further clarification from our payment provider. As per their standard procedures, this review unfortunately took over 90 days to complete.

Subsequently, the payment status was updated to 'chargeback,' and the deposit amount that had been preliminarily credited to the player's account was retracted from our end. Given this situation and to mitigate any further risks, we cannot unblock the player's account or release the balance until we receive confirmation of a legitimate and successful payment from the provider.

Should there be any updates on this matter, we will communicate them promptly.

Thank you for your understanding.

Best regards,

Spinarium Team

Thank you, Spinarium Team!

sadpos365, can you confirm that you have charged back your deposit to the casino?

I not confirm back my deposit on casino thats a lie

All right,

then we need to see the statement from the date on which deposit or deposits were made. If there will be no evidence that you have done chargeback in the statement, we would need you to provide us with a transcript or a redirected e-mail or screenshots of your communication with the payment provider where you ask for the status of the deposit transaction and the payment provider confirms that it was not charged back.

Dear sadpos365,

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.

Ok, but i need to know what transaction you want check right? Tell me date transaction you want from me please

The transaction of your deposit to the casino.

i have more deposits

Then all of them.

To your email?

I send you on your email my last deposit

I send you in to your email last deposits from 14 days until i get banned

sadpos365, I have taken a look at statements which you have sent. Unfortunately, we need the full statement which includes all transactions on your bank account from the date of your first deposit. You may need to ask the bank specifically for it.

Meanwhile, Spinarium Casino, can you, please, provide me the full list of player's deposits and mark ones which are flagged as chargebacks?

I send it to your email Pavel full statement from date of the first deposit 🙂.

Thank you!

Could you, please, send similar statements for November, December, January and February, so we can show the casino that the chargeback was not done in any of these months?

I send it to your email right now 🙂

Hello, Pavel!

We will send you the full deposit list with all the information that is not restricted for the public use, showing the ones marked as fraud.

Spinarium Team

Spinarium Team, we have studied the evidence along with player's statements and have sent you a further request via the e-mail.

Dear Pavel, the requested information is in your mailbox.

Have a great day!

Spinarium Team

I am prolonging the timer for one more week, as we need to discuss everything the casino has provided to us internally and arrive to the conclusion.

I'll help you in conclusion, content creator ATX ended cooperation with spinarium because they don't pay out winnings and block ATX accounts. There are about 6 people on discord who have the same problem as me. Do you want to send an invitation to the server? :)

Yes, I have received your e-mail regarding this. Unfortunately, we need to give the status to this complaint basing it on what had happened in it. We cannot use streamer's statement to close it as unresolved, for example. However, further players who have same problems as you may lodge their complaints with us and we will try to resolve each case separately. And, if the casino does not have the funds to pay anyone out, every complaint will be marked as unresolved according to what would have happened in each of them.

Are you telling me that the casino will say it doesn't have the money that belongs to me and just like that, this case will end?

no, I am saying that, if the casino cares about their Safety Index on our website, they will cooperate. If they do no do enough, then we will close the complaint as unresolved, which will lower their Safety Index, which, in theory, might make them revise the case and reconsider their position. I cannot say how this case will end now, as I have not had the final discussion with my colleagues yet. I will let you know of our decision as soon as it will be made.

Aha, okey i understand right now 🙂 thanks

Hi sadpos365,

I have just sent you an e-mail. I understand that you are tired of this, but this is our last request.

its ok, of course, i do everythink what you want

Hello all,

To give a short recap on the case:

The casino has claimed that the player had done chargeback of certain number of deposits and to prove this they have provided the screenshot of the letter from the payment provider. In this screenshot the provider's e-mail and some other data were blurred out. In most cases we would accept such evidence, however, in this e-mail there was a date which seemed like it was inserted into the image using Photoshop or other application. Moreover, the date contained the wrong year. This fact made the whole screenshot suspicious, so for the further verification of its validity I have requested an explanation and asked to show at least part of the payment provider's e-mail. After I confronted the casino representative, their response stated that there indeed was a mistake with the year in the date and the document seems edited because it was edited to hide sensitive information, without any mention on why the date seems edited into the screenshot. Request to show the part of the e-mail address was declined with the reason for it being the NDA agreement between the casino and the provider.

Given the fact that we received no proper explanation on why the screenshot seemed like it seemed, we have decided to ask the player for the confirmation of absence of chargebacks from their bank and shortly received it. Player's communication with the bank seems totally legit and the player not once have slowed down the process or declined to provide any information. This, along with other opened complaints against the casino and other facts, leads us to believe that the evidence provided by the casino was fabricated.

Spinarium Casino, based on everything stated above, we are motivated to close this complaint as unresolved using the harsher classification, as we do not accept any attempts of cheating us using fake evidence. This would bring the Safety Index of the casino to one of the lowest points.

I personally do not think that there is a chance out of it, but I am ready to hear you once more.

Thank you very much Pavel, It's been about half a year since we've been dealing with this case, Thank you again for all your help, really great professional approach. Spinarium I think it's time to let it go, give me what's mine.

Dear Pavel,

We have sent a followup email to you regarding this case.

Have a wonderful day!

Spinarium Team

Dear, Pavel i send you what you want from me to your email 🙂 and dear spinarium please stop trying your bad tricks, True always win, its over 🙂

We are in a communication with the casino and the player via e-mails, so I am extending the timer for 7 more days.

I Thanks for your Pavel, but i hope case will be resolved very soon. The case is open for 6 months.

Spinarium Casino, I have sent you further e-mail to which I have received no response yet.

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 Pavel and sadpos365,

I am duplicating our reply since apparently it didn't reach its destination first try:

We appreciate your patience. As we expressed via email, we are ready to offer a full refund of all successful deposits made by sadpos365, excluding transactions that were marked as fraud by the payment provider. The total amount of the refund of $1245.85 or equivalent.

Please note that there were no further updates regarding the case, and therefore, giving the timespan, we hope that this will cover up for caused inconvenience and any miscomunications happened previously.

We are ready to provide a refund via bank wire transfer. To make sure we have the correct account requisites, please reach out to our support (support@spinarium.com) via email with the subject: "Refund Request - sadpos365" so we can proceed as swiftly as possible.

Wishing you a good day,

Spinarium Team

sadpos365, this is not an acceptable resolution from our side, but you should know that such possibility exists.

and what is your solution?

If you will accept the refund, we will close the complaint as resolved. If you will not, we will close it as unresolved, which will bring the casino down to a very low Safety Index. There is nothing more we can do, unfortunately.

Dear Pavel, thank you for all your help, but unfortunately I need money, even if it's not enough to compensate for what Spinarium did to me, every dollar helps me, I'm sorry.

I totally understand. Please, let me know when you will work out your refund, so I can close the complaint. I am really sorry we could not help more.

On Friday I sent them a request for a refund, today I wrote to them to see if they had already sent the money. As soon as the money arrives in my account, I will contact you here, and once again, thanks for all your help, this is a positive consolation prize.

sadpos365, hello,

have you received your refund yet?

Dear Pavel and sadpos365,

We double-checked with our payment provider, and confirm that the withdrawal was successful from our end and the amount should have been credited by 13.05.2025.

Wishing you a good day,

Spinarium Team

I have contacted the player once more so I get the confirmation from him.

Dear sadpos365,

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 are not yet closing this complaint because we need to decide on the classification and penalization this Wednesday.

All right. It seems that the player has received the refund.

Given the nature of the case and the fact that the casino had tried to deceive us by providing falsified evidence, and their whole argument was based on the fact that the player had done chargebacks, which was disproved later, we have decided to substract the refund from the disputed amount and give penalization for the rest by closing the complaint as unresolved. We consider casino's actions as straightforwardly fraudulent and there is no better way to close this complaint.

I am sorry that we could not help the player more.