SpinGranny Casino - Player's account has been closed.

Dear GrünCasino Support Team,

I am submitting a formal complaint regarding the closure of my account.

I have deposited several thousand euros on your platform and used your services in good faith and according to the applicable rules.

My account was then closed while there was approximately €70 remaining in my account, as well as a significant number of points.

I request a full and transparent investigation of my account, including all deposits, bets, game rounds, results, transactions, remaining balance, and accumulated points.

Based on what happened, I have serious concerns about the fairness and transparency of my gaming experience. I am not making an accusation without evidence, but I believe the matter requires a proper investigation and a clear explanation.

Please provide me with a written response explaining:

The exact reason why my account was closed.

What will happen to my remaining balance of approximately €70.

What will happen to my accumulated points.

Whether you can confirm that all games and transactions were conducted correctly and fairly.

Which independent complaints body or regulatory authority I can contact if you do not resolve my complaint satisfactorily.

I expect this complaint to be taken seriously and investigated thoroughly.

Kind regards,

K*****

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinGranny 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?
• Could you please indicate the website of the casino, or provide a screenshot of the website?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• 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

Dear Khamkin_omar2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Subject: Complete Details for Complaint against Spin Granny Casino - Khamkin Omar

Dear Tomas,

I am writing to you in tears and in a very difficult emotional state because of this huge loss. I desperately need this money right now. The casino is treating me completely unfairly—they have blocked my account and claim that the gameplay was fair, which is entirely false.

Below are the complete details and answers to all the questions you requested:

How long did you play, and when was your account blocked?

I played regularly, depositing around €1,500 every month. Despite depositing €1,500 monthly, the games gave back virtually nothing—often only €100 or even less, which clearly shows unfair payout mechanics. My account was blocked on August 28th.

How did you find out about the account block?

I found out when I tried to log in and received a notification message stating my account was blocked.

Casino website URL:

The casino name is Spin Granny (Website: [https://spingranny.com](https://spingranny.com)).

Games played & current balance composition:

I played mostly Slots and Live Casino games. My remaining balance consists of real money deposits and accumulated balance.

Was the balance generated with a bonus?

No, I played with my own real money deposits.

Communication history:

I have attached all relevant screenshots showing the casino's responses. They claim the games were fair, and they recently emailed me demanding that I confirm all issues are resolved as a strict condition just to review reactivating my account.

I sincerely beg you to help me recover my funds. If this matter is not resolved through Casino Guru, I will be forced to escalate this case along with all evidence to the High Court in my country.

Thank you for your understanding and kind assistance.

Best regards,

Khamkin ****

Thanks for your reply.

To confront the casino, we require evidence of the incident. Kindly share with me your communication with the casino regarding the blocking of your account and the possible reopening.

Please share a screenshot of the error you receive when you try to log in.

Send the evidence to my email at tomas@casino.guru or post screenshots here.