Spinplatinum Casino - Player cannot access account after deposit.

I deposited 2x50 euros via pay&play via trumo, but after the deposit I can't log into my account at all. Chat support just keeps asking the same questions, like whether I used the same bank details when logging in again, etc. The money has gone into the account, but it's as if the entire account wasn't created, and I can't get my money back.

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Hello,

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

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

• Have you received any confirmation from the casino regarding the registration of your account and your deposits?
• Do I understand correctly that these were your first and only deposits in the casino?
• Were you asked to submit any documents to verify your identity or payment method ownership?
• 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

Thanks for your response and the information provided via email.

Could you please share a screenshot or a video of the situation when you attempt to log in?

Send the information to my email at tomas@casino.guru

I apologize for the inconvenience.

Dear Walluu,

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.

Hello Walluu,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru