The player from France is facing a refusal from Spinorhino to withdraw his remaining balance of €507.50 after self-excluding from his account. The casino claims he should have withdrawn his funds prior to the closure, despite the funds being his own deposits. Despite multiple attempts to resolve the issue with support, he has not received a satisfactory solution.
Spinorhino Casino - Player's withdrawal is denied after self-exclusion.
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6d 23h 4m 27s
Spinorhino Casino
Safety Index:Very lowCase summary
Discussion
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Public
5 hours ago
Translation
Refusal to withdraw balance after self-exclusion – Spinorhino
Good morning,
I wish to file a complaint regarding the Spinorhino online casino.
I self-excluded from my account for personal reasons related to the game. At the time of closure, a balance of €507.50 was still present in my account.
Since then, I no longer have access to my account and I have contacted the casino support to request the withdrawal of my remaining funds.
The casino systematically refuses to process the payment, stating that I should have withdrawn my funds before closing my account and that no refund is possible after self-exclusion.
I consider this refusal unfair, as these are funds I deposited myself and not bonuses or promotional earnings. I am simply requesting the return of my remaining balance after my identity has been verified (KYC if necessary).
Despite several exchanges with support, no solution has been offered.
I am therefore asking for your help to intervene with the casino in order to recover my €507.50.
I can provide all the necessary elements: support emails, proof of deposit and account information.
Thank you in advance for your help.
Sincerely,
Automatic translation:
Public
Public
55 minutes ago
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.
Public
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55 minutes ago
Hello,
Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Spinorhino Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise when exactly did the casino close your account?
- Have you made any withdrawals in this casino before?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Could you please share any additional communication with the casino, including your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
