The player from Portugal mistakenly deposited 50 euros at Spinplatinum Casino instead of the intended 10 euros and faced issues when trying to withdraw 40 euros due to a technical error that rendered the option unavailable. He requested permanent self-exclusion citing gambling addiction but received no response, while his account remained active and customer support was lacking. We clarified that deposits could not be reversed once used for gameplay, so a refund was not possible. Due to the player's lack of response to requests for further information, the complaint was closed without resolution at that time.
Spinplatinum Casino - Player’s withdrawal is delayed and account remains active.
Closed
Our verdict
Player stopped responding
Amount: ??
Spinplatinum Casino
Safety Index:Very lowCase summary
Discussion
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3 weeks ago
Translation
On the 25th of this month I mistakenly deposited 50 euros via MBWAY in the spinplatinum casino when I only wanted to deposit ten euros, I immediately noticed the mistake and tried to withdraw fourty euros to play only the ten but immediately the withdrawal option became unavailable referring to a technical error advising me to carry out the operation later which I tried several times after a few hours and even a day later but the situation remained unchanged, as I immediately realized that this is a scam to unduly withdraw money from people, I spent all the funds and requested my permanent self-exclusion claiming gambling addiction via the available email. To date I have had no response and my account is still active, and customer support is non-existent.
So here is a warning to all players not to spend your money in this fraudulent casino because if you win they will never give you your money back.
Automatic translation:
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3 weeks 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.
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3 weeks ago
Hello,
Thank you very much for submitting this complaint. We are sorry to hear about the situation you experienced.
We would like to clarify that once a deposit is successfully processed and credited to your casino account, it is considered completed and cannot be reversed. In such cases, it is not possible to retrospectively verify a claim of an "accidental deposit" in a way that would allow a refund, especially if the funds have already been used for gameplay.
Since you mentioned that the deposited funds have already been spent, we are unfortunately not able to assist with a refund in this matter.
Therefore, we will be focusing on your self-exclusion request in this complaint.
Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
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2 weeks ago
Dear jaquim23,
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.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
