Spinaura Casino - Player’s account has been closed.

Dear all,

my account in this casino was closed. They kept all the winnings which most of them I did not get with a bonus AND even my deposits. As a reason they name Anti Fraud or bonus abuse.

I think I used 2 bonuses on this casino and I didnt use them in any unfair way. Also I dont even know what they mean with Anti Fraud. I was using my money to deposit, play and nothing else. I even had to send them 6 months worth of bank statements that proof that.

Thank you for your attention.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinaura Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello Tomas!

I think I created the account about 1 month ago. It has been closed since yesterday. They told me via email. I'm pretty sure it was a mix of slots and a little bit of blackjack.

I will forward the last email to you right now. Thank you!

Best Regards

I tried to forward the email to you but that did not work for some reason. So I will just post the screenshot of the email here.

Dear stieventammen,

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,

Tomas

Dear stieventammen,

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 Spinaura 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.

Dear Martina,

Thank you for taking on this case.

We have provided our explanation regarding the complaint via email.

Dear Spinaura Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Hello Martina,

could you keep me up to date please if possible? It might be important what I have to say regarding their "explanations".

Thank you!

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.

Dear Martina,

We apologize for the delay in responding.

We have now reviewed your email and provided the requested information and supporting materials.

Thank you for your patience.

Dear Spinaura Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

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.

Dear Spinaura Casino Team,

I replied to your email on 28 September, but I have not yet received a response.

Could you please check my email and get back to me at your earliest convenience?

Thank you very much in advance for your cooperation.

Dear stieventammen,

Unfortunately, since we have not received any further response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.