Spinago Casino - Player’s withdrawal has been cancelled.

My account has been disabled and my winning have been confiscated. I deposited into my account using my wife’s debit card (she is an additional card holder to my account - I am the primary account holder). I uploaded the card as instructed by the customer service employee. The customer service staff then verified the card and assured me there would be no issues with the withdrawal and I was okay to proceed. I have since received an email asking to provide the account details of the persons card who was used… these details are my own account details. The funds are my own. The card clearly shows the same last name. This is not a third party payment as the funds are solely mine - my wife simply has her own card access to the account.

Dear Jduncan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant documents proving that you are the only legitimate owner of the bank account? My email address is petronela.k@casino.guru.

Does your wife has an account in this casino too? Was your casino account successfully verified in the past? Have you placed any deposits using a different payment method as well?

Thank you very much in advance for your reply.

Best regards,

Petronela 

Dear Jduncan,

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.

Unfortunately, we cannot proceed with the investigation or provide any potential solutions due to the lack of response from the player.

The complaint can be reopened by the player at any time.