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.
Opened
Current status
Waiting for casino to reply
6d 4h 53m 31s
Spinarium Casino
Safety Index 1.1 Very lowCase summary
Discussion
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1 month 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.
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month 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
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1 month ago
TranslationHello Atilla,
Thank you for your follow-up.
I would like to clarify and specify some important points for a fair evaluation of my case:
After reviewing in more detail, I confirm that the casino never asked me to complete a KYC verification process.
- I was not asked to send an identity document
- I wasn't asked for a selfie.
- I was not given any verification instance.
The only thing I was asked to do at the time of withdrawal was to enter a cryptocurrency wallet address (Litecoin) in order to process the payment.
Subsequently, my account was blocked under the accusation of having multiple accounts, without having previously gone through any verification process.
Regarding the previous accounts:
- The first account was created on February 15th
The last time I had access to that account was over a month ago.
- I did not make any profits, withdrawals, or receive any undue benefits in any of the previous accounts.
- I did not misuse bonuses or promotions
It is important to emphasize that there was no abuse or attempt to gain undue advantages through these accounts.
The only account where I made an active deposit and earned winnings was my current account. However, when I tried to withdraw that money, the casino decided to block my account and hold the funds, without even giving me the opportunity to verify my identity.
Additionally, I would like to point out that:
- The casino allows deposits to be made using multiple payment methods, such as cards (Visa), WebPay and other traditional means.
- However, when it comes to withdrawals, it only allows you to do so using cryptocurrencies or digital wallets.
- Due to this limitation, I had to create an external wallet just to be able to try to withdraw my funds.
From my perspective, the main problem is that the casino:
- It did not implement any KYC verification process
- It allowed the creation and use of multiple accounts without preventative controls
- Allowed deposits and normal play
- And he only applied one sanction at the time of retirement
Additionally, I am concerned that the casino operates under a low-reputation offshore license, which may affect transparency and player protection in these types of situations.
I believe these practices are unfair to users, as controls should be applied before allowing the use of the platform.
Therefore, I respectfully request:
1. That the casino's complete lack of KYC process be evaluated
2. That it be considered that there was no abuse or undue benefit in the previous accounts
3. And that the return of the funds held in the account be considered.
I greatly appreciate your help and I look forward to any further information.
Sincerely,
[Redacted]
Edited by a Casino Guru admin
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1 month ago
Thank you for your reply. Could you please advise on the reason for creating multiple accounts? Additionally, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
Thank you for your patience and cooperation.
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1 month ago
TranslationThank you for your response.
Regarding the creation of several accounts, I want to clarify that they were created some time ago, but I currently do not have access to them, as I do not have the emails or passwords.
These accounts were not used to make deposits, claim bonuses, or make withdrawals, so there was no advantage or intention to abuse them.
The only account I have actively used is the one that was blocked.
I feel it's important to point out that the casino allowed multiple deposits into my account without any prior warning or restrictions. The account was blocked only when I attempted a withdrawal, which I consider an inconsistent application of their policies.
I am also attaching the communication I have had with the casino, where they indicate that the decision is "final", without addressing the points mentioned above.
I remain attentive to any additional information you may need.
Thank you so much for your help.
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1 month ago
Thank you for your response and for clarifying that there was no abusive intent behind the creation of the duplicate accounts. To help us move forward with this complaint, could you please provide further clarification regarding the reasons for creating multiple accounts?
Thank you in advance for your reply.
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1 month ago
TranslationThank you for your response.
The additional accounts were created quite some time ago. At that time, I probably tried to register more than once due to access issues, such as forgetting passwords or being unable to log in correctly.
Over time, I completely lost access to those accounts, as I don't have the emails or passwords associated with them, so they were never used.
I want to emphasize that there was no intention whatsoever to create multiple accounts for any purpose other than to gain an advantage. No deposits were made, bonuses were claimed, and no withdrawals were made from those accounts.
The only account I actively used was the account that was later blocked.
I remain attentive to any additional information you may need.
Thank you so much for your help.
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3 weeks ago
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,
Attila
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3 weeks ago
Hello there,
Thank you Ayelencarolina 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 their winnings were confiscated.
Thank you!
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3 weeks ago
Hello, dear Peter and Ayelencarolina
Thank you for reaching out.
After reviewing the case, we can confirm that the ban was applied due to multi-accounting. Multiple accounts associated with the user were identified, which is a violation of section 5.4 of our Terms and Conditions.
As a result, the restriction on the account remains in place in accordance with our platform rules.
We have already sent the relevant proof of misconduct to the Casino Guru team for their review.
Kind regards,
Spinarium Support Team
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2 weeks ago
Thank you for providing me with the information Spinarium Casino representative. I have responded to your email and I await your response!
Dear Ayelencarolina, I will keep you updated about any new developments. Thank you for your patience during this time!
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2 weeks ago
Dear Peter,
please check an email inbox, we have answered.
Kind regards,
Spinarium Support Team
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1 week ago
Thank you for providing me with the information Spinarium Casino representative. I have responded to your email and I await your response!
Dear Ayelencarolina, I will keep you updated about any new developments. Thank you for your patience during this time!
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19 hours ago
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.
