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MAMMOTH GOLD MEGAWAYS

I was playing this machine with a bet of 5€.

I won some cash and played a bit and it came to 7504€ so I tried to withdraw it, but they said I needed documents, and when I submitted them my account was blocked, my winnings were confiscated, and my account was closed.

I don't really understand the reason and I'm not satisfied, so I would appreciate your help.

300erc入金して100%ボーナスをもらい

MAMMOTH GOLD MEGAWAYS

という台をベット額5€でプレイしてました。

キャッシュで当たり少しプレイして7504€になり出金したのですが書類が必要と言われ書類を提出したらアカウントブロック勝ち額没収アカウント閉鎖になってしまいました。

理由もよくわからなく、納得がいかないのでよろしくお願いします。

Dear yabuyuu13,  

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

• Have you finished the bonus wagering before requesting a withdrawal?
• Could you please advise which documents you have provided and when exactly did you send the last one??  
• Have you provided all the required documents as soon as possible and in the correct format? 
• Were any of the documents approved or explicitly rejected before your account got blocked?  
• Have you received any explanation from the casino about the reasons for closing your account?

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Did you finish wagering your bonus before requesting a withdrawal?

yes!

The wagering requirements for the bonus have expired.

Could you please tell me what documents you submitted and when was the last document you sent?

I think it was around May 22nd.

Have you submitted all required documentation as soon as possible and in the correct format?

I was busy with work and it took me about a month to submit the documents.

Were any documents approved or explicitly denied before the account was blocked?

It said KYC verification.

Did the casino give you an explanation as to why they closed your account?

I was told the following:

SpinyBet adheres to a strict anti-fraud policy. If 3-102-897762 LTDA reasonably believes that a user has participated in or been involved in any fraudulent activity (based on anti-fraud, anti-cheat and collusion detection methods generally employed in the gambling and gaming industry by 3-102-897762 LTDA and its gaming partners and other suppliers), you will be prohibited from (but not limited to) the following actions:

Participate in any conspiracy with other users.

Developing strategies aimed at obtaining unfair advantage.

3-102-897762 Fraudulent conduct against LTDA or its payment providers.

Use of third-party software or analytics systems.

Taking advantage of unauthorized external factors or influences (commonly known as fraud)

If such or any other similar activity by you becomes apparent, SpinyBet reserves the right to terminate your account and suspend all payments to you, this decision will be made at SpinyBet's sole discretion and you will not be notified or informed of the reasons for such actions, and SpinyBet reserves the right to report any such fraudulent activity by you to the regulatory authorities in the jurisdiction in which you are located.

出金をリクエストする前にボーナスの賭けを終えましたか?

はい！

ボーナスの賭け条件は終わりました。

提出した書類と、最後に送った書類はいつ頃だったか教えていただけますか？

5／22頃だったとおもいます

必要な書類はすべてできるだけ早く正しい形式で提出しましたか?

仕事で忙しかったのです書類出すのに1ヶ月くらいかかりました。

アカウントがブロックされる前に、いずれかの文書が承認されたり、明示的に拒否されたりしましたか?

KYC認証と表示されました。

アカウントを閉鎖する理由についてカジノから説明を受けましたか?

以下のように言われました

SpinyBetは厳格な不正行為防止ポリシーを遵守しています。3-102-897762 LTDAは、ユーザーが何らかの不正行為（3-102-897762 LTDAおよびそのゲーミングパートナー、その他サプライヤーがギャンブルおよびゲーミング業界で一般的に採用している不正行為防止、チート行為防止、共謀行為検出の手法に基づく）に参加または関与したと合理的に判断した場合、以下の行為を禁止します（ただし、これらに限定されません）。

他のユーザーとのあらゆる共謀に参加すること。

不正な利益を得ることを目的とした戦略の開発。

3-102-897762 LTDAまたはその支払いプロバイダーに対する不正行為。

サードパーティのソフトウェアまたは分析システムの使用。

不正な外部要因または影響を利用すること（一般に不正行為として知られています）

ユーザーによるこのような行為、またはその他の類似行為が明らかになった場合、SpinyBetはユーザーアカウントを解約し、ユーザーへのすべての支払いを停止する権利を留保します。この決定はSpinyBetの独自の裁量により行われ、ユーザーにはこれらの行為の理由が通知または伝えられることはありません。また、SpinyBetは、ユーザーによるこのような不正行為について、ユーザーの所在する管轄区域の規制当局に通報する権利を留保します。

Thank you very much for your reply, yabuyuu13. Could you please forward all the relevant communication (emails, chat logs) between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I have emailed you a screenshot of the conversation.

やり取りのスクショをメールに送信しました。

Thank you very much, yabuyuu13, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, yabuyuu13,

I am sorry to hear about your trouble. 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 SpinyBet 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.

Dear Branislav,

All available evidence related to this case has been sent to the email address you previously provided. We kindly ask you to review the submitted materials.

If you have any further questions or require additional clarification, please do not hesitate to contact us. We are open to cooperation and ready to provide any necessary support.

Best regards,

SpinyBet Casino.

Dear yabuyuu13,

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts and bonus abuse (besides using more than 1 account per user, also bonuses were used with other linked accounts). Based on the data/evidence provided by the casino, it would probably be impossible to prove otherwise.

The casino acted in accordance with its terms and conditions, which you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or an ADR, if the casino states any on its website.

Thank you very much, SpinyBet Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru