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Refusal to withdraw balance after self-exclusion – Spinorhino

Good morning,

I wish to file a complaint regarding the Spinorhino online casino.

I self-excluded from my account for personal reasons related to the game. At the time of closure, a balance of €507.50 was still present in my account.

Since then, I no longer have access to my account and I have contacted the casino support to request the withdrawal of my remaining funds.

The casino systematically refuses to process the payment, stating that I should have withdrawn my funds before closing my account and that no refund is possible after self-exclusion.

I consider this refusal unfair, as these are funds I deposited myself and not bonuses or promotional earnings. I am simply requesting the return of my remaining balance after my identity has been verified (KYC if necessary).

Despite several exchanges with support, no solution has been offered.

I am therefore asking for your help to intervene with the casino in order to recover my €507.50.

I can provide all the necessary elements: support emails, proof of deposit and account information.

Thank you in advance for your help.

Sincerely,

Refus de retrait de solde après auto-exclusion – Spinorhino

Bonjour,

Je souhaite déposer une plainte concernant le casino en ligne Spinorhino.

J’ai effectué une auto-exclusion de mon compte pour des raisons personnelles liées au jeu. Au moment de cette fermeture, un solde de 507,50 € était encore présent sur mon compte.

Depuis, je n’ai plus accès à mon compte et j’ai contacté le support du casino afin de demander le retrait de mes fonds restants.

Le casino refuse systématiquement de procéder au paiement, en indiquant que j’aurais dû retirer mes fonds avant la fermeture de mon compte et qu’aucun remboursement n’est possible après auto-exclusion.

Je considère ce refus comme injuste, car il s’agit de fonds déposés par moi-même et non de bonus ou gains promotionnels. Je demande uniquement la restitution de mon solde restant après vérification de mon identité (KYC si nécessaire).

Malgré plusieurs échanges avec le support, aucune solution n’a été proposée.

Je vous demande donc votre aide pour intervenir auprès du casino afin de récupérer mes 507,50 €.

Je peux fournir tous les éléments nécessaires : emails du support, preuves de dépôt et informations du compte.

Merci d’avance pour votre aide.

Cordialement,

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.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Spinorhino Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise when exactly did the casino close your account?
• Have you made any withdrawals in this casino before?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino, including your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila

Dear Ouazine98,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru