Spinarium Casino - Pelaaja jäädytetty kotiutuspyynnön jälkeen.

My account at Spinarium Casino was suspended after I requested a withdrawal.

The casino indicated that an additional account was detected, which they consider a violation of their rules.

The balance held corresponds only to deposits made by me, not to bonuses or promotions.

The withdrawal attempt was made to a bank account I own, which was not previously registered by mistake, without any intention of violating any rules.

I am willing to cooperate with any identity verification that may be necessary.

I am only requesting a refund of my deposits, as the casino refused to continue providing assistance and closed the case without offering a solution.

Mi cuenta en Spinarium Casino fue suspendida después de solicitar un retiro.

El casino indicó que se detectó una cuenta adicional, lo cual consideran una violación de sus reglas.

El saldo retenido corresponde únicamente a depósitos realizados por mí, no a bonos ni promociones.

El intento de retiro se realizó a una cuenta bancaria de mi propiedad, la cual no estaba registrada previamente por error, sin intención de infringir ninguna norma.

Estoy dispuesto a cooperar con cualquier verificación de identidad que sea necesaria.

Solicito únicamente la devolución de mis depósitos, ya que el casino se negó a seguir brindando asistencia y cerró el caso sin ofrecer una solución.

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.

Dear Jorgelp,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing. To fully understand the situation, could you please clarify the following points:

• Is there any possibility that someone from your household, or someone using the same IP address, has also created an account at this casino?
• Have you ever created or used another account at Spinarium (even unintentionally), or shared payment details or devices with another person? If so, please provide details.
• Could you please clarify which KYC verification steps you have already completed?
• Please provide the approximate date and time when you requested the withdrawal and when your account was suspended.
• Do I understand correctly that your bank account was added only at the time you requested the withdrawal?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your cooperation.

Best regards,

There's no way anyone could have created an account with my IP address, since I'm the only one who has that casino.

I haven't created another account.

My KYC verification is complete. The only mistake I made was when I tried to withdraw my account using the password for another bank account, which is also mine, but it wasn't registered with the casino. It's very likely they made that mistake because I have multiple accounts, since I hadn't had any problems with withdrawals before. But after that mistake, when I logged back in, my account was already suspended.

December 16, 2025, approximately 10:20pm

That's correct, my bank account was added at the time I made the withdrawal.

Ninguna posibilidad que alguien haya creado una cuenta con mi dirección de ip, ya que soy el único que tiene ese casino.

No eh creado otra cuenta.

Con lo de mi KYC todo esta verificado, el único error que comité es que al momento de hacer el retiro, puse la clave de otro banco que igual es mía, pero no estaba registrado en el casino, lo cual es muy probable que por eso tomaron ese error por tener varias cuenta, porque no había tenido ningún problema con los retiros, pero después de ese error fue que al volver entrar, mi cuenta ya estaba suspendida.

16 dic 2025, 10:20pm aproximadamente

Es correcto, mi cuenta bancaria fue agregada en el momento que hice el retiro

Thank you for your reply and for providing the previous details, Jorgelp.

To clarify your case:

• What verification documents were requested, and what did you send (copies/screenshots would be helpful)?
• Could you please confirm whether your payment method has also undergone verification?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning, I have sent my screenshots to petra.h@casino.guru And my answer regarding the verification. Thank you so much for your support.

Buenos días, eh mandado mis capturas a petra.h@casino.guru y mi respuesta sobre la verificación. Muchas gracias por estarme apoyando.

Dear Jorgelp

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 Barborka (barbora.p@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,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear player,

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

Dear Spinarium Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Jorgelp and Barbora,

During an automated review, our system identified a violation involving multiple accounts created by the user, with deposits made from the same wallet and the same tax ID. As a result, both accounts are subject to immediate closure as per ToS 5.4, 8.1, 8.9

5.4. You are only allowed to register one Account with the Service. Accounts are subject to immediate closure if it is found that you have multiple Accounts registered with us. This includes the use of representatives, relatives, associates, affiliates, related parties, connected persons and/or third parties operating on your behalf.

8.1. All deposits should be made from an account or payment system or credit card that is registered in your own name.

8.9. Company does not accept 3rd party deposits, i.e. a friend, relative, partner, husband or wife. You shall deposit from an account/system or credit card that is registered in your own name. If during our security checks we discover that this has occurred, all winnings will be forfeited and sent back to the casino and the original deposit to the legal owner of the account/Credit Card.

Wishing you a good day,

Spinarium Team

Dear Spinarium Casino Team,

Thank you for your response regarding the account closure of player Jorgelp.

To ensure a fair and thorough review of this case, we kindly request that you provide all evidence supporting your claim that multiple accounts were created or that deposits were made in violation of your Terms of Service. This can include, but is not limited to:

• Account creation logs or IP addresses
• Transaction or deposit records linking multiple accounts
• Any communications or internal notes related to this matter

Please send all supporting documents and evidence directly to me at barbora.p@casino.guru. This will allow us to carefully review the situation and proceed with resolving the complaint fairly.

We appreciate your cooperation and look forward to your prompt response.

Dear Barbora,

Just a quick note to let you know that we’ve submitted all the requested materials through an email.

If you need anything else from us, be sure to let us know.

Best regards,

Spinarium Team

Dear parties,

Thank you, Spinarium Casino, for providing the requested materials.

After reviewing all evidence submitted by the casino, including account and payment-related records, I can confirm that there is sufficient proof of multiple account usage linked to the same individual, which constitutes a breach of the casino’s Terms and Conditions.

Based on these findings, we are unable to support the player’s claim.

Therefore, this complaint will be closed as rejected.

Thank you to both parties for their cooperation.

Kind regards,

Barbora