Spinline Casino - Pelaajan tili on suljettu päällekkäisten vaatimusten vuoksi.

This casino group has closed down my account claiming that I have a duplicate account. I have accounts on 3 different casinos, operating under different names, but under the same group/company. This is completely allowed. I reject this accusation, as I only operate one account registered under my log in details:

Full name - [hidden by Casino Guru team]

Username - [hidden by Casino Guru team]

email - the email I used to sign up here as well.

I have not created or used any other account, therefore I feel that this accusation is unjustified.

I have received some of my winnings, but still have a balance owing to me. 

I ask for them to please provide clear evidence of the duplicate account including registration details, and please restore my account so I can have access to withdraw my winnings. 

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Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem at Rolling Slots Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• When did you create your account? When did the casino accuse you of having duplicate accounts?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino? 
• Have you used a VPN or any proxy service to access the casino website?
• Could you please advise if you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Natalia 

Good day Natalie,

Thank you for your quick response.

The account was created around early September 2025. They sent me a mail saying my account is a duplicate on 17 September 2025. 

No there is no chance of anybody else using my account or creating an account in my home. 

NO VPN or proxy service has been used.

Yes, the KYC verification was completed and the account was verified. 

Yes, I used a deposit bonus.

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Dear Ladarren,

We have carefully reviewed your request to close your account and hold funds and would like to clarify all the details in order to fully understand the situation.

According to section 13.1 of the Terms of Use, users are prohibited from:

"opening and using any additional duplicate accounts; … These are "Prohibited Practices" and are not permitted. Spinline will take all reasonable steps to prevent and detect such practices, as well as to identify the players involved if they do occur."

Furthermore, Section 13.3 states:

"In the event that we have reasonable grounds to believe that you have engaged in or been involved in any form of Prohibited Practice (any fraud, deception, collusion or other Prohibited Practice)… Spinline shall have the right to withhold all or part of your balance, charge any deposits, payments, bonuses or winnings from your account if we have reasonable grounds to believe that they have been affected by any of the above."

Finally, Section 14.6 states:

"In such event that we terminate your account due to collusion, fraud, scam, money laundering, other criminal activity or breach of the Terms of Use that has caused harm to us or any other Third Party, your account balance will not be refundable and will be deemed forfeited."

All actions taken regarding your account are fully consistent with these Terms of Use, which you agreed to when registering. Based on these provisions, your account has been closed and the remaining balance. 

We understand this situation may be frustrating, but our procedures are designed to ensure fair and safe play for all users.

Sincerely,

Spinline Casino

Dear Spinline,

I totally agree with procedures that are designed to ensure fair and safe play, I do not have any issue understanding the terms, although I think it is not fair to me as a player to be accused of something I have not done. If I made a duplicate, I would not be wasting everyone's time here, but I am here, trying to fight for what is right. Can you provide proof of these duplicate accounts that you claim to have? As far as I understand its not even possible to make another account using the same email address, name and all other details used during sign up.

Regards,

Darren

Dear player, I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello ladarren,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

Dear Spinline Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Sorry I said by mistake I played with a bonus. I didn't I canceled it and played with real money.

Duplicate account or not I risked my own money I did nothing wrong. There is no edge or benefit for me.

They would keep my money if I lost.

Dear Attila G.,

We have carefully reviewed the situation regarding the closure of the player’s account. Following a thorough investigation, we have compiled and sent all relevant evidence to your email, which confirms that the player breached the Terms of Use.

Specifically, the player’s actions fall under the following sections:

Section 13.1 – Prohibited Practices: "opening and using any additional duplicate accounts; … These are prohibited practices and are not permitted."

Section 13.3 – Account Withholding: "In the event that we have reasonable grounds to believe that you have engaged in any form of prohibited practice, Spinline shall have the right to withhold all or part of your balance

Section 14.6 – Account Termination: "If we terminate your account due to collusion, fraud, scam, money laundering, or other criminal activity, or breach of the Terms of Use that has caused harm, your account balance will not be refundable and will be deemed forfeited."

All actions taken in this case are fully consistent with these Terms of Use, which the player agreed to upon registration.

At this stage, we kindly ask you to review the documentation provided and share your assessment of the situation. We remain available to clarify any points or provide additional information.

We look forward to receiving your response regarding your decision.

Kind regards,

Spinline Casino

Dear Spinline Casino,

Thank you for the evidence you have provided.

I have sent you a further enquiry via email.

Best regards,

Attila G.

Dear Attila,

Thank you for your message.

We have provided our response to your enquiry in the email sent to you. Please check your inbox for the clarification.

Should you require any additional information, we remain at your disposal.

Best regards,

Spinline Casino

I bet with real money Never had any bonus what is the problem? I never made 2 accounts.

Dear ladarren,

Unfortunately, based on the evidence provided by the casino and reviewed by us, we must reject this complaint.

It appears that you have breached the casino’s Terms and Conditions (https://spinline.com/en/terms-and-conditions), specifically section 13.1, which concerns prohibited practices.

Due to the aforementioned reasons, this complaint will now be closed as rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you encounter any issues with this or any other casino in the future.

Best regards,

Attila G.