Spinoo Casino - Player’s withdrawal is delayed by the casino.

Spinoo is withholding my withdrawal and annoyingly it seems difficult to gain any real communication with a human. The only responses I'm receiving is one of two main automated replies, hence the reason why I have reached out to you guys in regards to my complaint and hopefully I can get help. Betting .30 cents on CIRCUS JOKER 4096 I got free spins. I'm well and truly aware that it is impossible to manipulate automated server side free spin sequences but as my winnings were multipled for each win, my last spin was multiplied by 2048. But Spinoo informed me that the game providers security system detected suspicious betting. As a result it rejected my withdrawal and forfeited my winnings.

The link in sharing (if its still available) is the game play of that win https://jili.playsharing.com/link/yZKQDRf5

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.

Hello,

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

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

• Is your player's account accessible to you? Can you log in?
• 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

Hi Tomas,

Thank you, I am so grateful that you guys have taken on my complaint and willing to help resolve it because I don't know what else to do.

I'm happy to answer all your questions and will answer them accordingly in order.

- Strangely yes my account is still open and I am able to access my account on Spinoo.

- No, I did not have any bonuses available to choose from as my small deposit of $14.57 made it ineligible to any bonuses.

- Communication was only done through the so called "Live Chat". I'm not sure if or how to get the transcript and I'm a little cautious about asking for it. I have heaps of screenshots which I will attach to the email address provided. But I have to tell you, there is so many so do you want all of them?

Thank you

I guess I'll just email the screenshots through, please be expecting them at some stage tonight when I'm able to do so.

Thank you

Lesli ****

Thanks for the explanation.

Kindly include the relevant screenshot discussing the incident and the reasons you were not paid. There is no reason to include every screenshot. Looking forward to your reply.

My email is tomas@casino.guru

Thanks in advance for your cooperation.

Hi Tomas, I'm just checking if you have received my email hopefully that arrived successfully. Unless there's been any progress on my issue I hope to here from you soon.

Thanks,

LESLI *****

Dear Les3967954li,

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, Samuel (samuel.s@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 Les3967954li,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Spinoo Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Spinoo Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

Hi Samuel, I'm not surprised that they haven't answered yet. Assuming they don't reply and my case goes unresolved what else can I do other. Do I just consider it lost?

Dear Les3967954li,

thank you for your patience while we were waiting for the casino to respond.

Unfortunately, Spinoo Casino has not responded to our invitation or provided any explanation regarding your delayed withdrawal. As we have not received the casino's cooperation, I have no further information that would allow me to properly assess the situation or assist you in recovering the funds.

For this reason, I will now close the complaint as Unresolved.

Unfortunately, yes, given the casino's lack of cooperation, you should consider the possibility that you may not be able to recover the outstanding funds through our complaint process. I am genuinely sorry that we could not achieve a better outcome for you.

I would also like to point out some additional concerns regarding the casino's licensing claims.

According to the information available to us, Spinoo Casino presents licensing information referring to PAGCOR (Philippine Amusement and Gaming Corporation) and Gaming Curaçao.

Regarding PAGCOR, the regulator itself states that all Internet Gaming Licenses and Authorized Providers were cancelled effective December 15, 2024, and explicitly warns that any company or gaming website currently claiming to hold a valid offshore gaming/internet gaming licence from PAGCOR is fraudulent and unauthorized.

There is a similar issue with the Gaming Curaçao claim. Gaming Curaçao ceased operations on August 18, 2024, at which point all active sub-licences issued under Gaming Services Provider N.V. 365/JAZ expired and all corresponding seals became inactive. Gaming Curaçao itself states that any attempt to continue displaying an active seal or claiming an extension is considered fraudulent and illegal.

Therefore, based on the information currently available to us, these licensing claims raise very serious concerns about the casino's regulatory status. This is also consistent with the casino's Safety Index, which reflects significant concerns regarding the operator.

Unfortunately, there are still quite a few casinos operating with little or no meaningful regulatory oversight, and this is precisely why I recommend checking a casino's licensing status and reputation before depositing.

If you decide to play at another casino in the future, I strongly recommend using Casino Guru's casino reviews, where we provide information about the casino's licences, Safety Index, reputation, and other important factors that can help you make a more informed decision before depositing.

I am sorry that we were unable to help you recover the funds in this case. Unfortunately, there are cases like this where the casino simply refuses to cooperate, which significantly limits what we can do as a mediator.

Thank you for your understanding.

Best regards,

Samuel