Spinmatch Casino - Player’s account has been closed, and funds are confiscated.

My Spinmatch username is Alan0807

Reference ID is 1381647.

On 14 October, I deposited ₹45,000 and withdrew ₹43,560 on their platform. The withdrawal was delayed, so I contacted their customer service. They told me the transaction was under a verification process and that it would take some time. I trusted their words.

After two days, I deposited ₹101 and tried to withdraw the same amount to check whether it was really a technical issue, but I did not receive that money either. I contacted their customer service every day, and after five days they told me I had violated their terms and conditions — which I never did. They then informed me that my account was blocked and my funds were invalid.

I understand that a casino site can block a member’s account, but how can they take all of someone’s hard-earned money and simply declare it "invalid"? I tried multiple websites to submit a complaint, but no one helped me.

I hope you can do something to help me get my money back. I am in huge debt because of their fraudulent activity.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinmatch 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?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Did you learn which casino rules you supposedly broke?

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

• I was an old player like I created it 1,2 year's before and I started deposit from October I deposited and withdraw many times before it's happened.
• I have only played few slots and aviator games only.
• I never achieved anything from the bonus the whole money is from my deposit amount.
• I never find out which casino rules I have broken. I changed my withdrawal bank account details when my other banks server down. There's an option to add bank accounts so I added another bnk and I tried to withdraw in it. I don't think it's illegal. And even if it's against the rules they have the responsibility to give my withdrawal before closing my account. They can't took that much money without any valid reason.

Dear alan0807,

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, Jana (jana.k@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 alan0807,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a Spinmatch Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinmatch Casino, could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information.

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana