Spinit Casino - Pelaajan tili on suljettu ja voitot estetty.

Hello, I have been playing at Spinit casino for about a year, I played sporadically once in a while, unfortunately during the last withdrawal I was asked for verification, at the beginning the casino asked me for an account statement from December 8, 2024 to January 8, 2025, then after about a week of waiting they asked from December 8 .2024-14/01/2025, then after another 3 days of waiting they needed proof of payment, I sent it and then my account was blocked under regulations 9.1, 9.4. I tried many times to contact the person who deals with this, to no avail, people in the chat responded with texts like "please write me an e-mail, I'm closing the chat". I wrote a few e-mails to the casino, unfortunately without any response or evidence. It was about transfers between players, I didn't get a chance to explain. I have never sent money to another player to "play". The second player is my fiancée who lives with me and the only transfers I make to her account are for the shared apartment and related fees. I am disgusted with the behavior of the casino because my money was blocked by them unjustifiably, of course, if necessary, I will provide any evidence, I used a translator, so there may be spelling errors, best regards

If you need more evidence, I can send it, I would rather talk to the spinit casino manager

Hello Dominik430,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinit Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if both of you are verified?
• Have you both play from the same device?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick, I'm verified because I play more often, my bride played once in her life and that's it, we didn't play on the same device, I talked to the casino 3 days ago about contacting the manager, unfortunately the assistant told me to contact him by e-mail

And one thing, I'm from Poland but unfortunately my country wasn't selectable during registration, but I guess it doesn't matter

Hello Dominik430,

Can you please advise if you used your own payment method to deposit or requesting a withdrawal - under your name without any additional person stated there.

Additionally, please forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review.

Regards,

Nick

Yes i use payment method with only my name without any person. I sent you proofs by e-mail

Sry bro, i send to you email today bcs i miss your name

Thank you Dominik430 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

So i have to wait? or what i can to do?

I wait 7 days and you dont help? why

Hello, Dominik430,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Spinit Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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.

Okay im waiting, thank you

Dear Dominik430,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - you can contact the gaming authority the casino is regulated by (Comoros - AOFA) and submit a complaint directly to the regulator. Feel free to find more HERE or our article about regulators' complaint processes generally HERE.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime by contacting me via email.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the email received from the casino, we decided to reopen the case and give one more chance to be addressed correctly.

Dear Spinit Casino Team,

Can you please check my first post in this thread, especially the part addressed to the casino, and provide us with the requested?

Thank you.

Dear all,

Kindly note we are working on the request. We appreciate your patience in this matter.

Best regards,

Spinit team

Nice, im waiting

Dear all,

We truly appreciate your understanding and patience in this matter.

Branislav we sent you the e-mail letter with information you requested.

We hope it will clarify the situation.

Best regards,

Spinit Team

Thank you for your response and the email with additional details, Spinit Team.

Can you please look at my last email regarding the matter and provide me with the requested details/supporting evidence?

Thank you.

And Branislav you know something?

Dear all,

We are sorry for the waiting.

Kindly note we are working on the request with the highest priority.

We appreciate your understanding and patience in this matter.

King regards,

Spinit team

But i still dont have received any answer and i waiting for like half a year

Dear Spinit Team,

A significant time has passed since I requested further information/details/supporting evidence via email.

Can you please answer my last email regarding the matter and provide us with the requested?

Please note I cannot keep the complaint open indefinitely, and you were the one who requested reopening.

Thank you. Looking forward to hearing from you.

Exactly, I've been waiting for so long and these are not cases of millions but of a few thousand, and what's more, at a casino where I played regularly and there were no problems

Dear all,

We truly apologize for the delay and understand the timely manner of our response is important. We assure you that we are diligently working on your request and will get to you as soon as possible.

Best regards,

Spinit Team.

Oh spinit you are so funny, once again you are answering without any sense, bronislav it seems to me that we will probably not reach the end of this matter

Dear all,

We are sorry for the inconvenience.

Kindly note we contacted the player on 10th June and requested Bank Details in order to be able to proceed the payout.

Dominik430 , we kindly ask you to check the letter.

We appreciate your understanding.

King regards

Spinit Team

Thank you very much for the update, Spinit Casino Team.

Dear Dominik,

A significant time has passed since the casino representative's last response and the update.

Can you please inform us about the status of the issue and the mentioned payout?

Thank you.

I sent them my bank number and what they asked me for in the email, I'm waiting

Dear all,

We appreciate your patience in this matter.

However unfortunately IBAN was provided is invalid. We requested to double-check IBAN and provide us with it.

We appreciate your understanding.

King regards,

Spinit Team

Hello spinit, i send you on email now

Dear all,

We are sorry for the waiting.

Kindly note withdrawal request was successfully completed from our side.

We appreciate your patience and understanding in this matter.

King regards,

Spinit team

So i send to you email can you unban me on casino?

Greetings all,

Thank you both guys for your replies and updates. What great news!

Dear Dominik430,

Please let us know once your funds are credited to your payment method.

In the meantime, let's ask the casino about your account. However, I do not think it will be possible.

Thank you for your patience and understanding.

Dear Spinit Team,

Can you please inform us about the status of the user's account at Spinit Casino?

Do I understand correctly that the casino decided to close the account permanently, without the option for reopening, while the remaining balance should have been paid out in full?

Thank you.

Dear all,

Thank you for your message.

We can confirm that the player’s account at Spinit Casino has been permanently closed and will not be reopened under any circumstances.

Additionally, we would like to clarify that the entire remaining balance has already been paid out in full.

We appreciate your understanding.

Best regards,

Spinit Team

Yes i got money not 1500 but 1436,24PLN, thank you branislav but can you give me your discord i have questions for you

Greetings all,

What great news, Dominik!

Thank you for the confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As for the difference between the disputed amount and the amount you received - since the casino confirmed your balance was paid out in full, it is very likely (considering that IBAN was discussed above, and the withdrawal was probably processed as a bank transfer) that 3rd party payment providers/processors or other intermediaries entered the process, so it could have been caused by exchange rates and conversions or additional fees charged by 3rd party companies, which is usually outside the casino's control, and we do not require casinos to compensate it. Furthermore, since the casino fulfilled or obligations, we accept its decision to close your gaming account permanently.

I do not have a Discord account, but if you have any further questions, this is my email:

branislav.b@casino.guru

Feel free to contact me there.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Thank you very much, Spinit Casino Team, for your help and cooperation!

Best regards,

Branislav B, Casino.guru