The player from Mexico reports his casino account is suspended after he requested a withdrawal and the operator flagged an alleged additional account. He says the balance is solely his deposits, the payout was to his own bank account that was not previously registered, he is willing to complete identity verification, and he requests a refund of his deposits after the casino closed the case without offering a solution.
Spinarium Casino - Player suspended after withdrawal request.
Opened
Current status
Waiting for player to reply
6d 22h 11m 48s
Spinarium Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
20 hours ago
Translation
My account at Spinarium Casino was suspended after I requested a withdrawal.
The casino indicated that an additional account was detected, which they consider a violation of their rules.
The balance held corresponds only to deposits made by me, not to bonuses or promotions.
The withdrawal attempt was made to a bank account I own, which was not previously registered by mistake, without any intention of violating any rules.
I am willing to cooperate with any identity verification that may be necessary.
I am only requesting a refund of my deposits, as the casino refused to continue providing assistance and closed the case without offering a solution.
Automatic translation:
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1 hour 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 hour ago
Dear Jorgelp,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing. To fully understand the situation, could you please clarify the following points:
- Is there any possibility that someone from your household, or someone using the same IP address, has also created an account at this casino?
- Have you ever created or used another account at Spinarium (even unintentionally), or shared payment details or devices with another person? If so, please provide details.
- Could you please clarify which KYC verification steps you have already completed?
- Please provide the approximate date and time when you requested the withdrawal and when your account was suspended.
- Do I understand correctly that your bank account was added only at the time you requested the withdrawal?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your cooperation.
Best regards,
