The player from Chile complains about the unfair blocking of her account at Spinarium Casino and the withholding of her funds. She states that while older accounts may exist, she only actively used the blocked account, which was allowed to make multiple deposits without warning until she requested a withdrawal after making a profit. She requests a review of her case and the return of her legitimate funds amounting to CLP $140,000.
Spinarium Casino - Player's account is closed and funds are withheld.
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Waiting for Casino Guru to reply
2d 23h 47m 25s
Spinarium Casino
Safety Index:Very lowCase summary
Discussion
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Public
6 days ago
Translation
I am filing this complaint against Spinarium Casino for the unfair blocking of my account and the withholding of my funds.
The casino blocked my account, claiming I had multiple accounts. I want to clarify that while there may be older accounts registered with my information, I don't have access to them because I don't have the email addresses or passwords. These accounts haven't been used to make deposits, claim bonuses, or withdraw funds.
The only account I have actively used is the one that was blocked.
What I consider unfair and worrying is the following:
The casino allowed me to make multiple deposits without any prior warning or restriction.
My account was blocked only after I had made a profit and requested a withdrawal.
There was no prior verification, warning, or preventive action regarding the alleged multi-account problem.
This raises doubts about the consistency and transparency in the application of their policies. If multiple accounts were a problem, it should have been detected and addressed before allowing deposits, not after a withdrawal request.
I want to make it clear that I did not abuse bonuses or gain any undue advantage. There was no intent to defraud.
Solicitous:
A complete review of my case.
At a minimum, the return of the funds in the account at the time of the block (CLP $140,000), which were earned legitimately and legally without the use of bonuses or anything.
Should the casino maintain its position, I consider this an unfair practice, and therefore request the intervention of this platform for a fair resolution.
Thank you.
Automatic translation:
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Public
4 days ago
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4 days ago
Hello,
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 kindly provide some insight into the timeline of events? Specifically, when did you create your first account, and when was the last time you accessed it?
- Additionally, could you please confirm whether you have completed the KYC verification process for either of your accounts?
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,
Attila
