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requested a refund for my deposit of €560. The casino support team confirmed to me multiple times via email that my refund was processed and the money was sent to my bank account.However, after waiting for several days, the funds have not arrived in my bank account. I contacted the casino again, demanding an official transaction proof (ARN / payment confirmation) or immediate release of the funds. The casino has stopped responding to my emails and failed to provide any proof of transfer.

I am asking Casino Guru to intervene and help me get official proof of payment or receive my €560 deposit refund.

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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinoGambino Casino. Please note that casino support refers to the money to be sent as the remaining balance.

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

• Is your player's account accessible to you? Can you log in?
• Could you please share any insight into why you requested a refund, or why the casino issued a payout of your remaining funds?
• Could you please clarify how much the remaining balance on your account? Is the amount different from the amount from the €560 you indicated in your complaint?
• Please share any communication in which the reasons for the refund/trunsfer of funds is specified. Send the communication to my email at tomas@casino.guru

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

Hello Tomas,

Thank you for taking up my complaint. Here are the detailed answers to your questions:

1. Account Access: No, I do NOT have access to my account. The casino blocked and permanently closed my account, so I am completely unable to log in.

2. Reason for Refund & Account Closure: I never asked for a refund voluntarily. The casino unilaterally blocked my account and cancelled my winnings, falsely accusing me of submitting fraudulent documents under T&C section 7.5. In reality, it was just an accidental technical mistake during the automated KYC upload (the front side of my ID was mistakenly uploaded twice instead of the back side). Because of this, they decided to close my account permanently and claimed they would only refund my initial deposit (€560).

3. Account Balance: Before the account was blocked, my actual account balance was €1,474.30 (including winnings). The casino confiscated my winnings and agreed to send back only the deposit amount of €560. However, even this €560 deposit refund has not arrived in my bank account, and they stopped responding without providing any payment proof or ARN number.

4. Communication & Screenshots: I am forwarding all original email communications, proof of my €1,474.30 balance, and the verification screenshots directly to your email at tomas@casino.guru.

Best regards,

Petre

Dear Petre1986,

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, Jana (jana.k@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 Petre1986,

I sincerely apologize for the distress caused by the loss of your deposit. I will reach out to the casino promptly to address this matter and strive for a swift resolution. I would also like to kindly invite a representative from SpinoGambino Casino to join this conversation and assist in resolving your concern.

Dear SpinoGambino Casino,

Could you please clarify the circumstances surrounding the loss of the player’s deposit? Your assistance in providing this information is greatly appreciated.

Thank you for your understanding.

Kind regards,

Jana

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.

I wanted to share an update regarding the casino's response. On August 21st, the casino sent me a direct email (screenshot attached) instead of responding here on the forum.

In their email, they stated that their decision is final, they will not reopen my account, and that no further documents are required, once again citing Section 7.5.

It is very frustrating that they refuse to address the situation publicly here on Casino Guru, especially after previously promising to payout my balance before blocking me. I am uploading their direct response so it can be added to the official record of this complaint.

Thank you for your continued support.

Best regards,

Petre

Dear Petre1986,

We apologise for the delayed reply.

As mentioned in our email, following a thorough review of your profile, the Administration has decided to permanently close your account. Please note that it will not be possible to reopen the account in the future.

In accordance with paragraph 7.5 of our Terms and Conditions:

"It’s the responsibility of the player to ensure that all documents as part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player."

Accordingly, your winnings have been confiscated. Your most recent deposit was returned to the original payment method.

Dear Jana,

We have sent you an email containing further information. Please review it at your earliest convenience.

Best regards,

SpinoGambino Casino

Dear Jana and Tomas,

I would like to strongly clarify the situation regarding my documents and deposits:

1. Multiple Valid Documents Provided: In addition to my authentic Georgian ID, I also hold and provided a valid German Driving License (Führerschein) and official German residency documents (issued by the local German authority, LRA Ortenaukreis). I sent clear images of all these legal documents directly to SpinoGambino's support email. The claim that I provided "fake or fraudulent documents" is completely baseless and untrue.

2. Deposit Details (€560 Total): On July 29, 2026, I made multiple consecutive deposits totaling €560 (processed through "A TWENTY-TWO INDUSTRY LTD" as shown on my bank statement). The casino allowed me to deposit €560 repeatedly without any issues, but blocked my account and confiscated my winnings only after I won.

3. No Refund Received: The casino claims they refunded my "last deposit" (presumably €50). However, as my official bank statements prove, I have received zero refunds to my account—neither €50 nor any part of the €560.

4. Demands: Since the casino insists on closing my account based on false automated verification errors, I demand a full refund of all my deposits amounting to €560. If the casino claims they sent any refund, please require them to provide an official transaction receipt with an ARN number.

Best regards,

Petre

Dear SpinoGambino Casino,

Thank you for your email. I have carefully reviewed your message and would like to kindly request any documentation regarding the last deposit that was refunded to the player. While I fully understand the rationale behind the confiscation of the player’s winnings, having proof of the deposit refund would be greatly helpful. I truly appreciate your ongoing support and cooperation throughout this process.

Dear Jana,

We have sent you the requested documentation regarding the refunded transaction.

Dear Petre1986,

If you have not yet received the refund, please provide us with a PDF bank statement covering the period from 6 August to the current date. You may send the document to our email address at support@spinogambino.com or as a reply to any of our previous emails, and the matter will be investigated accordingly.

Best regards,

SpinoGambino Casino

Dear Petre1986,

Please refer to the casino’s message above.

I kindly ask you to provide the casino with the PDF document covering the period from August 6 until the current date. This will allow the casino to verify whether the refunded deposit has been credited to your account.

If the refund has not been received, the casino will be able to contact the payment provider and investigate the matter further to ensure that the amount is properly credited.

Thank you for your cooperation.

Kind regards,

"I have emailed the PDF bank statement to support@spinogambino.com, but I received an automated reply. I replied back to get connected with a human agent."

Dear Jana,

I would like to clarify the exact sequence of events and highlight the total unfairness of SpinoGambino's actions:

1. When I requested a withdrawal of my full balance (€1,474.30), the casino halted the payout and required me to complete verification.

2. I submitted my bank statement showing all transactions from July 29th (totaling €560 across multiple deposits), as well as my O2 statement for address proof. The casino officially approved these documents.

3. Immediately after approving my verification, they completely suspended my account instead of processing my payout, making absurd accusations.

To be clear: I am not just asking for my last deposit back. I deposited a total of €560 on July 29th, which they gladly accepted. If they suspected any wrongdoing, why did they allow me to deposit €560 in the first place? Over a month has passed, and they are holding both my €560 deposit money and my €914.30 legitimate winnings (€1,474.30 total balance) while falsely accusing me.

It is completely unfair to take a player's deposits, validate their documents, and then block the account only when it is time to pay out winnings. I kindly ask Casino Guru to assist in returning my full balance of €1,474.30.