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

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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