Spinarium Casino - Player's account has been closed unjustly.

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Dear jmsabott1,

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 fully understand the situation.

• Can you provide any specific dates regarding when the withdrawal request was made and when the account was closed?
• Can you confirm if you have made any withdrawals before this incident, and if so, were they processed successfully?
• Could you please confirm if you have passed the KYC verification?

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

Thank you for your reply and for providing the previous details, jmsabott1.

• Did you receive any prior notification/communication from Spinarium regarding your account status before the closure?
• Have you tried contacting customer support at Spinarium for further clarification on the matter since your account closure?
• Could you send me the above-mentioned evidence?

You can send everything to: petra.h@casino.guru or post directly to the thread.

Thank you again for your cooperation.

Thank you for the reply. Please see the responses below.

Did you receive any prior notification/communication from Spinarium regarding your account status before the closure?

• No, they did not communicate any issues with my account prior to closure.

Have you tried contacting customer support at Spinarium for further clarification on the matter since your account closure?

• Yes, I immediately emailed support seeking clarification and evidence to support the closure/blocking of my account.

Could you send me the above-mentioned evidence?

• Yes.

Dear jmsabott1

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 Peter (peter.c@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

Hello there,

Thank you jmsabott1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinarium Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

Good day

Thanks for your help Petra, You have made this process a lot easier.

Welcome Peter. Please let me know if you require anything from me.

James

Hello,

Thank you for bringing this case to our attention.

After reviewing the situation, the ban on your account has been removed. During a recent security check, our system detected similarities in user data linked to a number of accounts associated with bonus abuse. As a result, your account was mistakenly included in that ban wave.

To confirm that this account belongs to a genuine user, we kindly ask you to do a verification on the site. You should see it on the next login to your account. This step is necessary so our team can ensure your account remains fully secure and active.

If you need any assistance during verification, please contact our support team or notify us here. We will be happy to help.

Kind regards,

Spinarium Support Team

Good day

Unfortunately, I am unclear on the intent behind Spinarium's previous message, as the situation has not been resolved and has, in fact, escalated further.

After my account was reopened, I discovered that I was still restricted from completing any withdrawals. This is despite the fact that my identity had already been successfully verified earlier, which is why my withdrawal was initially approved before my account was closed.

At Spinarium's request, I resubmitted the same identification documents that were previously accepted. I also provided all additional forms of ID available to me. I have now been informed that my identification is considered "fraudulent," which is both confusing and concerning.

This is the exact same ID I have used for all KYC verifications across multiple platforms, including other online casinos, without ever encountering an issue. Notably, this includes prior successful verification with Spinarium's platform.

I have already raised with Spinarium live chat agent David, who advised that the matter had been escalated to a supervisor and that I would receive a response within 24 hours. That timeframe has passed without any follow-up, and my account remains restricted from withdrawing funds.

To summarize:

-My account was initially closed in error, which you have acknowledged;

-My account was then reopened.

-I am now being prevented from withdrawing funds.

-I am being accused of submitting fraudulent identification, despite prior approval of the same documents;

-No evidence or explanation has been provided to support this new claim.

At this stage, my claim remains unchanged:

I require a clear explanation of these actions, along with the immediate release of my withdrawal.

Given the sequence of events, this situation raises serious concerns about inconsistent verification standards and the handling of player funds. I have no intention of continuing to use Spinarium's platform and am simply requesting the withdrawal of funds that were legitimately obtained.

This is the second time Spinarium has done something slanderous to my character, trying to hide behind system flaws. I will be resistant to completing any further requests from Spinarium.

Good day, dear jmsabott1 and Peter

After reviewing this case, we would like to inform you that the player’s account in question has been and remains banned. We provided the player with the opportunity to complete the verification process; however, the documents submitted were found to be fake.

As per our Terms of Service, specifically rule 5.3 regarding the intentional submission of false or misleading information, we are unable to proceed with any further cooperation.

We can send all relevant evidence directly to the Casino Guru team upon request.

Kind regards,

Spinarium Support Team

Thank you for the update Spinarium Casino representative. Would it be possible to provide me with evidence of the fake documents? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

All the details were sent, please check them.

Thanks in advance!

Dear Peter,

The latest response raises serious concerns regarding both the accuracy and consistency of Spinarium's verification process.

They have now stated that my identification documents are "fake," despite the fact that:

• The same ID was previously submitted and approved by thier platform;
• My withdrawal was initially approved based on that verification;
• My account closure was later acknowledged by Spinarium as an error, leading to reinstatement.

Following another renewed request for verification, I resubmitted the exact same identification documents, along with additional forms of ID. These documents have now been rejected without any explanation or supporting evidence.

In response to this allegation, I have independently verified my identification through three separate, reputable KYC verification services specializing in document authentication and detection of alterations, including AI manipulation. All three have confirmed that my ID is authentic, unaltered, and valid.

This creates a clear contradiction:

• 3 Independent verifications confirms my ID is legitimate;
• Spinariums platform previously approved the same ID;
• they are now alleging fraud without providing any evidence.

At this stage, Spinarium's position appears inconsistent and unsupported. Reclassifying previously accepted, verified identification as "fraudulent" without explanation raises serious concerns regarding the integrity of their processes and the handling of player funds.

Additionally, Spinarium's statement that the will provide evidence to a third party "upon request" is noted. I formally request that all such evidence be submitted immediately to me, and was informed in an email from David Spinarium support " I’m sorry, but we’re unable to share details about how our investigations are conducted, as this could compromise the integrity of our processes." (You have a copy of this email; it's dated Mar 27, 2026 7:15 AM.) But now they have no issues compromising the integrity of their process and sharing my private and confidential information, protected by PIPEDA. This raises even more concerns.

To be clear:

I deny any wrongdoing, including the submission of false or misleading information.

My position remains unchanged:

• I have fulfilled all wagering requirements in good faith;
• My withdrawal was approved prior to account interference.
• I am entitled to the release of my $177.00 withdrawal.

I will be sending you this message with results from 3 separate firms that specialize in detecting fraudulent ID's.

This situation is now fully documented and under external review.

Moving forward, I expect a more mature and professional tone from Spinarium, not unsupported claims.

Thank you

James

Thank you to both parties for the update.

Dear Spinarium Casino representative, I have responded to your email and I await your response!

Good day, Peter.

We have sent you an update. Please check.

Kind regards,

Spinarium Support Team

Thank you for providing me with the evidence.

Dear jmsabott1, the casino has provided me with a report of your verification which shows documents that have been clearly tampered with. This is a very serious breach of regulations and constitutes fraud. We believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter