Spininio Casino - Player believes that their withdrawal has been delayed.

I registered one account at SpinInio casino and made a deposit of €86. I played through the wagering requirements and accumulated a balance of €400. I submitted a withdrawal request for the full amount and waited two days without receiving any update.

When I contacted support, I received an email from their KYC/Security team stating that my account had been closed due to a violation of their "Duplicate Accounts" policy. They claimed my account had "matching details" with another account.

This is completely false. I have only ever created one account at SpinInio.

The only possible reason I can think of for their system flagging "matching details" is that I have accessed my account using two different browsers on my personal phone — Safari and Google Chrome. This does not constitute a duplicate account. It is one person, one device, on one IP address.

They have provided no proof of an actual second account:

No username

No email address

No IP address or device information

No registration date

Despite this, they have:

Confiscated my €400 winnings

Reduced my balance to my original deposit of €86

Forced me to withdraw only my deposit

Closed my account

I find it highly suspicious that this issue was only "detected" after I won and requested a withdrawal. They accepted my deposit and let me play, but when I tried to cash out, they invented a violation.

I have screenshots of everything. I am requesting help to get my €400 winnings paid out.

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.

Dear Oskar7777,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Oskar7777,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Oskar7777,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru