The player from Germany successfully verified her account but faced sudden closure after requesting a withdrawal, with the casino citing fraud without providing specific details. She seeks clarification regarding the alleged violation.
Spinsino Casino - Player's account has been closed for alleged fraud.
Opened
Current status
Waiting for player to reply
6d 19h 37m 30s
Spinsino Casino
Safety Index 8.8 HighCase summary
Discussion
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3 weeks ago
Translation
Hello, I registered at the casino and verified my identity with all the necessary documents.
ID
Proof of payment
A dress certificate
My account was verified, then I requested a withdrawal, and suddenly it was closed. According to emails from the casino, this was due to fraud.
Unfortunately, no information is given regarding the exact nature of the error; it is only stated that something was allegedly violated.
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 your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Have you lost access to your account directly after submitting the documents for the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
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,
Attila
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3 weeks ago
TranslationHi, so I've since learned that it's supposedly a duplicate account; that's what support told me, the account I registered with. But that can't be right. The winnings were from a non-sticky bonus.
So I submitted everything, and that was fine. Then I was asked to submit something else, and then I was blocked.
Automatic translation:
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2 weeks ago
Dear Player, thank you for your response. Are you aware of having created more than one account at Spinsino Casino? Alternatively, is there any chance that someone from your household or using the same IP also created an account at this casino? Further, have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
I look forward to your reply.
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2 weeks ago
TranslationHello, no, I'm not aware of a second account, as I always use the same email address to log in. And no, I'm not using a VPN.
And why was the account verified instead of being closed immediately? I don't understand that.
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1 week ago
Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?
You can send the information to my email address: attila.g@casino.guru.
Thank you very much for your patience and assistance.
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4 hours ago
Hello,
Thank you for forwarding the communication between you and the casino's customer support.
Unfortunately, I was unable to locate the documents you submitted for the KYC verification among the files received. Could you please check and resend the documents you provided to the casino during the verification process?
I look forward to your reply.
Best regards,
Attila
