Spinsy Casino - Player’s account is closed and funds are blocked.

Good morning, I was retiring at the casino until yesterday, and today when I went to log into the account it was being analyzed and blocked. I'd like to know how I'm going to receive the amounts that have been blocked.

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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.?
• Did you pass the verification before you lost access to the account?
• 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

Hello, yes I played live casino and also sports. I didn't do the verification because I was still betting, and when I realized I was blocked, they haven't asked for verification yet. I sent them an e-mail to find out why, but I haven't received any answers yet.

Dear Player,

Thank you for your reply.

Is there any chance that someone from your household or using the same IP also created an account at this casino?

Additionally, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Good morning, negative I live alone in my house so this is unlikely to happen. I'll send you the conversation by e-mail, but they haven't replied much.

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,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello, I also bet on casinos, slot machines to be exact.

Dear elifazgui,

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 Spinsy Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Spinsy Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear elifazgui,

We kindly inform you that we are checking the matter with the relevant department and we will have updates for you at the nearest time.

Thank you for your patience and understanding.

Best regards,

Spinsy Team

Hello everyone,

thank you, Spinsy Casino, for the update.

I will wait for your findings. Please provide a detailed explanation once the review is completed so we can move this case forward.

Thank you for your cooperation.

Dear elifazgui,

Thank you for your patience.

To complete your transaction and release your funds, we require your account to be fully verified. Please provide to this e-mail kyc@spinsy.com the following documents:

-Valid ID: A clear photo of your government-issued ID (Front and Back).

-Standard Selfie: A clear photo of your face.

-Selfie with ID (AOS): A high-quality photo of you holding your ID card next to your face and behind you to be the first web page of our casino.

-Bank Statement: Your full bank statement for February, showing all transactions, including all deposits made to your account.

Please note: The bank statement must be provided as an original PDF file or a clear document showing your full name and account details.

Once these documents are reviewed and your account is successfully verified, your funds will be released immediately.

Best regards,

Spinsy Team

Hello everyone, I have just sent the requested documents to the e-mail address kyc@spinsy.com, I look forward to hearing from you. Thank you

Hello everyone,

thank you for the update.

Dear Spinsy Casino, could you please verify receipt of the submitted KYC documents and inform us once the review has been completed?

We’ll wait for your confirmation regarding the verification result.

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear elifazgui,

Thank you for your patience.

Please, kindly provide us your crypto wallet for manual withdrawal of your funds. The available cryptocurrencies are: BTC, LTC, DOGE, ETH, USDC (ERC20).

Thank you for your cooperation.

Best regards,

Spinsy Team

Hello everyone,

thank you for the update.

Dear elifazgui,

please provide the requested information so the process can move forward.

Dear Spinsy Casino,

once the player provides the required details, please proceed with the withdrawal and inform us once the payment has been processed.

Thank you for your cooperation.

Dear elifazgui,

We kindly inform you that the manual withdrawal will be completed very soon.

Thank you for your patience.

Best regards,

Spinsy Team

Hello everyone,

thank you, Spinsy Casino, for the update.

Dear elifazgui, please let me know once you receive the funds, or if there are any further updates or issues.

Thank you both for your cooperation.

Dear elifazgui,

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.

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,
Samuel
Casino.Guru