Spinanga Casino - Pelaajan tili on suljettu.

Hello, my Spinanga account was unexpectedly blocked on July 9th and I would like my remaining balance refunded.

Salve, il mio conto Spinanga è stato bloccato inaspettatamente il 9 Luglio e vorrei che il mio saldo rimanente venga rimborsato.

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• 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

Greetings,

• I signed up to Spinanga at the beginning of the month and was blocked on July 9th;
• I found out when I couldn't log in because my account was suspended;
• I played the slot machines
• no, I just played my normal balance
• I contacted the casino but I haven't received a response yet.

Salve,

• mi sono iscritto a Spinanga all'inizio del mese e il 9 Luglio sono stato bloccato;
• l'ho scoperto vedendo che non potevo accedere in quanto il conto era sospeso;
• ho giocato alle slot machine
• no, ho giocato semplicemente il mio saldo normale
• ho contattato il casino ma non ho ancora ricevuto risposta

Thanks for your reply.

• Could you please share screenshots of the error you receive when attempting to log in?
• Could you please share your attempts to contact the casino and any responses you might have received since your last post?
• Send the information to my email at tomas@casino.guru as evidence of the incident or post screenshots here.

Thanks in advance for your cooperation in the matter.

• This is the error I get when I try to log in:
• I contacted the casino via email on July 10th but they didn't even bother to reply:

• Questo è l'errore che riscontro quando provo ad accedere:
• Ho contattato il casino via email il 10 Luglio ma non mi hanno degnato di una risposta:

Dear Spaffle,

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, Mirka (miroslava.d@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,

Tomas

Dear Spaffle,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinanga Casino representative to join this conversation.

Dear Spinanga Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

Dear All,

Thank you for bringing this matter to our attention.

We are writing to let you know that we are currently investigating the case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Spinanga Casino Team

Dear Spinanga Casino,

We will be waiting for your update.

Thank you for your cooperation.

Dear Mirka,

We have sent you an email with further information, please check your inbox.

Thank you for your time.

Kind regards,

Spinanga Casino Team

Dear Spinanga Casino,

Thank you for your email. Please send me player's full game log (as downloaded from the system in excel format) confirming the information with visible player/account ID.

Dear Mirka,

We have formally requested the required information from the relevant department. Once the details have been prepared and finalized, we will promptly share them.

Thank you for your patience and understanding.

Best regards,

Spinanga Casino Team

Dear Spinanga Casino,

We will be waiting for the requested evidence.

Thank you for your cooperation.

Dear Mirka,

We have sent you an email with further information, please check your inbox.

Thank you for your time.

Kind regards,

Spinanga Casino Team

Dear Spaffle,

Thank you for your patience as we carefully reviewed the records associated with your account. Our findings indicate that you engaged in misuse of the casino’s bonus system. Furthermore, our records indicate that bonuses were utilized, which contradicts the information initially provided in your complaint. Given these circumstances, the casino is justified in having closed the account and withheld the remaining disputed balance. Consequently, we regret to inform you that we are unable to help you in this case.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.