Spinarium Casino - Player's account has been closed and balance withheld.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is there any chance that someone from your household or someone using the same IP address also created an account at this casino?
• How long have you been playing at Spinarium Casino?
• Did you accumulate your winnings with or without a bonus?
• Could you please clarify whether you ever attempted to register an account using your Gmail address? If so, did you ever activate any bonuses on this alleged second account, make any deposits, or play any games there?

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

Best regards

Veronika

Dear jogador

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, Martina (martina.b@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,

Veronika

Dear jogador,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinarium Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

What more details do you need?

Dear Martina,

We have conducted an additional review of the player's case.

Our Terms and Conditions, specifically Clause 5.4, state that only one account per person is permitted. In this case, a second account was registered and the email address associated with it was successfully verified. Therefore, the existence of the second account constituted a breach of this rule, even though no betting or bonus activity took place on that account.

The initial restriction was applied automatically due to the detection of multiple accounts, and our support team relied on this information when responding to the player.

However, after a further review by the relevant department, we found no additional activity on the second account that would justify maintaining the restriction. We have therefore decided to restore access to the player's main account.

We would nevertheless like to emphasize that the player must not create or use any additional accounts in the future. Should another account be created, the main account may be permanently restricted in accordance with our Terms and Conditions.

We hope this resolves the matter.

Kind regards,

Spinarium Casino Team

Thank you Spinarium Casino for the update!

Dear jogador,

The casino has informed me that access to your main account has been restored. Could you please log in and confirm whether you can access the account and whether your remaining balance of 50 BRL is available?

Thank you.

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

Dear jogador,

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,

Martina