SpinGranny Casino - Player's account is closed after withdrawal issue.

Subject: Unresolved €2,000 withdrawal misrouted to a third party due to casino glitch, followed by retaliatory account suspension.

Dear CasinoGuru Complaint Team,

I am filing a formal complaint against Spingranny Casino regarding an unresolved €2,000 withdrawal and the subsequent wrongful, retaliatory suspension of my fully verified account.

I am a fully KYC-verified player on this platform (Name: [redacted]). On late June 2026, I requested a standard bank transfer withdrawal of €2,000 to my personal Revolut account.

The casino delayed the payment for days, and then sent me a PDF transfer confirmation. Upon reviewing this official receipt provided by the casino, I discovered a shocking error: due to a severe internal database mismatch on the casino's or their payment intermediary's (Fluxpay) end, my money was successfully transferred to a completely different person—a stranger named "[redacted]" (IBAN ending in *8914).

I immediately contacted live chat and email support. The response from the casino has been entirely unacceptable:

1. Support agent Elsa formally admitted in writing via email that the funds were indeed sent to this third party ([redacted]), yet claimed that "this was the account requested" — which is factually and legally impossible, as the casino’s withdrawal system auto-locks to the verified user's name to comply with Anti-Money Laundering (AML) laws.

2. Support agent Izabella then sent me an email demanding that I provide the private bank statements of this stranger (from June 26th to today) so they could "investigate". I have absolutely no connection to this person and no legal access to her bank data.

3. I have provided my own official, unaltered Revolut PDF bank statement covering the entire period, proving 100% that I am [redacted] and that no such funds ever reached my accounts.

Instead of resolving their technical glitch and manually crediting the €2,000 back to my balance, the casino chose to completely ignore my emails for over 24 hours.

Today, after I issued a final notice regarding this severe AML violation and the Data Breach (disclosing another customer's banking details to me), the casino immediately retaliated by suspending my account. Support agent Chloe emailed me stating my account was suspended due to "complaints." This is a clear case of Retaliatory Account Closure meant to silence a player who is exposing a critical system error.

I have acted in complete good faith, provided all requested personal financial documents, and the error lies entirely with the casino's payment routing system. I request the mediation team to instruct Spingranny to manually credit the €2,000 back to me so I can withdraw my rightful winnings.

I have attached all relevant screenshots of the chat logs, the casino's emails admitting the third-party payout, the stranger's payment receipt they sent me, my official Revolut PDF, and the account suspension email.

Thank you for your assistance.

Best regards,

[redacted]

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Dear Siruranus,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the unresolved €2,000 withdrawal and the subsequent suspension of your account.

To better understand your situation and assist you effectively, could you please provide us with the following information:

• Can you confirm the exact date when you made the withdrawal request?
• Did you have successful withdrawals before using the same payment method?
• Could you please advise how long you were a player at the casino and when exactly your account was suspended?
• Please forward me the complete email threads containing your communication with the casino's customer support. Please do not send screenshots, but the original, uncropped email messages instead. My email address is jean.s@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean