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Account closed without reason – €17,500–€19,000 balance withheld – No reply after 72 hours.

I am filing a complaint against Spinara Casino (MGA/B2C/1072/2024, operator Elvel Limited).

On 16 March 2026 my account was suddenly closed with a balance between €17,500 and €19,000. I had deposited between €4,000 and €5,000. I had passed live biometric verification shortly before and never requested a withdrawal.

Timeline:

16 March: Account closed + formal review email requesting notarised documents.

17 March: Submitted documents.

24 March: Michelle replied only that documents must be notarised.

25 March: Sent detailed email requesting explanation and commitment to pay the full balance to my Revolut account (72-hour deadline).

28 March: Still no response.

On the same day the operator also closed my accounts at sister sites Sugarino and Wizzspin (zero balance). These sites actively promote each other on their websites.

I have video recordings and screenshots showing the full Spinara interface with my balance (highest €17,816 on 11 March 2026).

Requested resolution:

Full return of €17,500 – €19,000 to my Revolut account.

Written explanation for the closure of all three accounts

I am attaching the following:

Screenshot showing balance of €17,816 on 11 March 2026

Screenshot of the formal review email from 16 March

Screenshot of my email sent on 25 March

Best regards, Alexander **** [removed by casino.guru admin]

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinara 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?
• 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?
• Do I understand correctly that the documents you submitted were notarized?

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

Dear Casino Guru Team,

Thank you for opening my case.

Here are the answers to your questions:

How long were you a player and when your account was blocked?

I received my welcome email from Spinara on 10 February 2026 and made my first deposit around 12 February 2026. So I was a player for roughly 5 weeks before my account was closed on 16 March 2026.

What games did you play? 

real money:

mostly i was opted-in for Jackpot frenzy at 50% contribution while playing plinko and joker's jewels wild (both pragmatic play) and roulette.

bonus money:

i played only the bonus money games like sweet bonanza, fruit party, dog house (they have a section with only bonus money games) and betting no more than €5 per spin

Did you achieve your current balance with the help of a bonus? 

I used the welcome bonuses on my first few deposits (I believe 4 or 5). However, I lost all of the bonus amounts and the real money balance + bonus money balance reached €0 before I continued depositing without any bonus. The final balance of €17,500+ was built purely from later real-money deposits and many jackpot Frenzy wins after the bonus was finished.

Were the documents notarized? 

No. I submitted clear scans of my government-issued photo ID, proof of address, and bank statements on 17 March.

On 24 March Michelle replied only that the documents "need to be notarised". The account had already been closed before I submitted any documents.

I am willing to provide notarised copies, but only if the casino first confirms in writing that they will release the full balance to my Revolut account once the notarised documents are received.

Additional info:

On the same day the operator also closed my accounts at sister sites Sugarino and Wizzspin. I had made one or two small deposits at Sugarino, lost them plus the bonus, and had €0 balance at Sugarino and Wizzspin when the accounts were closed.

I have screenshots and video recordings showing the full Spinara interface with my balance reaching €17,816 on 11 March 2026.

I never requested a withdrawal.

I can provide all evidence upon request.

Thank you for your help.

Best regards,

Alexander ****

Thanks for your reply.

I am afraid no casino would be able to make such promises regarding your balance before the verification is concluded, and we won't insist they do. Please let me know when you provide the notarized documents to the casino, and about the result of your verification.

Please note that the requirement of notarized documents can't be circumvented even with our intervention.

Thanks in advance for your cooperation.

Hello AAmundsen,

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