Spinorhino Casino - Pelaajan kotiutus takavarikoidaan ja tili suljetaan.

​To Casino.Guru Dispute Team,

​I am submitting this formal complaint against Spinorhino Casino regarding their refusal to honor my legitimate withdrawal of €3,009.80 and their subsequent decision to block my account and seize my entire balance.

​Background of the Issue:

I played legally on Spinorhino Casino and accumulated a balance of €3,009.80 through genuine gameplay, without ever using any bonuses or abusing their system. Recently, the casino blocked my account and informed me via email that my funds had been withdrawn under sections 3.2 and 3.3 regarding multiple accounts or household IP restrictions.

​My Position:

The existence of an older, unverified duplicate account was a completely innocent and unconscious oversight on my part. I had no malicious intent, did not use bonuses to gain an unfair advantage, and certainly did not attempt to defraud the casino. Seizing nearly €3,000 in winnings over a minor, administrative oversight—without any evidence of fraud or advantage—is entirely predatory and disproportionate.

​When I attempted to resolve this with support, they hid rigidly behind their terms and conditions, refusing to show any flexibility or human decency despite my difficult financial situation. They have effectively stolen my hard-earned money.

​Resolution Sought:

I am requesting Casino.Guru's mediation to help review this case and compel Spinorhino Casino to either:

​Reinstate my account and process my full withdrawal of €3,009.80; or

​Agree to a fair compromise, such as paying out the verified winnings in structured installments.

​I have attached all relevant email correspondence, including the official notice from support stating that my funds were withdrawn.

​Thank you for your assistance.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you create your first account at this casino? Did you activate any bonuses on your original account?
• Which registration method did you use for each of your casino accounts? Did you register via email, or did you use the quick sign-up option through Google or Apple?
• Was your first account still open when you created your second account, or were you unable to access your original account at that time?
• When was the last time you accessed your original casino account?
• When exactly did you create your second account at this casino?

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

Best regards

Veronika

Dear Veronika,

​Thank you for your response. To answer your questions regarding my accounts:

​

When exactly did you create your first account at this casino? Did you activate any bonuses on your original account?

I created my first account on February 7th, deposited only €20, and played. On February 8th, I received a loyalty bonus, and that was it.

​Which registration method did you use for each of your casino accounts? Did you register via email, or did you use the quick sign-up option through Google or Apple?

I registered via email.

​Was your first account still open when you created your second account, or were you unable to access your original account at that time?

My first account was either blocked or it simply did not exist anymore/was no longer accessible.

​When was the last time you accessed your original casino account?

To be honest, I cannot remember the exact last time I accessed it.

​When exactly did you create your second account at this casino?

I created the second account on July 14th.

​I want to stress that this was an entirely innocent oversight with no bad intentions or attempt to abuse the system. I really need this money badly for my financial situation, and I am in urgent need of these funds.

​Could you please look further into this and help me get my withdrawal processed? I truly appreciate your help.

​

Best regards,

Hello Olcay58,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Olcay58

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, Martin (martin.l@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,

Veronika

Hello Olcay58,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Dear Olcay58,

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

The casino can reopen this complaint anytime.