The player from Baden-Württemberg is facing issues with a partial withdrawal from Spinamba Casino. He received €1000 out of his winnings of €2200, but the remaining €1284 was not paid and his account was suspended on the grounds of suspicion of cheating, which the player denies. We closed the complaint as unresolved since there was no response from the casino.
Spinamba Casino - Player's winnings have been partially confiscated and his account was suspended.
Black points: 630
Amount: €1,284
Spinamba Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.8
Spinamba Casino has a Safety Index of 4.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
My winnings of 2.2k were partially paid out, with 1000€ being paid. However, 1284€ were not paid.
My account was suspended without any solid proof, the only reason being given was that I am a scammer and a fraud.
I was not given any concrete evidence, they checked my gaming history and are of the opinion that I am cheating!
How am I supposed to cheat?
I didn't change my bets during a game, I switched games which are not prohibited! Plus, I did not do anything wrong or anything that could manipulate a game. I don't even know how that works!
I am kindly asking Spinamba to provide an answer with proofs and dear guru team, please help me to clarify this.
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1 year ago
Dear thomash95,
Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand the situation completely.
Could you please confirm that you passed the KYC verification?
Have you made any successful withdrawals from this casino in the past?
What types of games have you played? Did you accumulate your winnings with or without an active bonus?
Have you requested your winnings to be paid out in parts?
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
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1 year ago
Translation
Hi good afternoon,
Correct I am fully verified and my account has been active with Spinamba since the beginning of this year and receiving successful withdrawals with no problems
This was a Yggdrasil(avatarux) game this counts as a slot and with this slot i won on a bet of €2. After my win I had a wagering requirement of 10k and successfully wagered it on another slot and I was able to request multiple partial withdrawals up to a maximum of €500 as this €500 is the withdrawal limit per transaction at this casino.
€500 was transferred to me twice, after which my access was blocked and I contacted the casino,
the support told me that my account had 5 failed attempts and was blocked. When I then gave my email address and my phone number, the support said that the responsible department would now reset my password and I should wait about 30 minutes.
The next day I tried to log in again without success when I entered the live chat again and wrote to the agent and she said that my account was permanently blocked.
When I wrote to the support via email: why and for what reason my account was blocked. The casino said that I violated the xyz bonus rule and when I read the bonus terms and conditions it said that the casino has the right to block the account if fraudulent activities are suspected, to withhold funds and to inform the authorities.
I have no guilty conscience because I know I am not a cheater and have played fair and normal correctly without using a forbidden strategy or playing over max bet with a bonus.
When I replied to the casino that this was not true, they just said the casino checked my game history and that's why I'm blocked.
i can send you some screenshots for chatting support please give me an email address.
Thanks and best regards
Thomas
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1 year ago
Please forward the communication between you and the casino regarding this issue to veronika.l@casino.guru. Thank you.
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1 year ago
Translation
I sent this to you, did you get this?
Thank you Best regards
Thomash
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1 year ago
I have received your emails. Thank you, thomash95, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hi thomash95,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Spinamba Casino to join this conversation and share more information regarding the case.
Could you kindly explain the reason for blocking the player's account and withholding their winnings?
Thank you.
Best regards,
Tomas
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1 year ago
Translation
Thank you for your cooperation, I also asked the casino what exactly I did wrong, I was only told the point, but as you can see in the email, it's just a point in the /business/bonus conditions) that doesn't apply to me a decision is made, but this is just a wild statement without any evidence.
Thanks and best regards
Thomas h.
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1 year ago
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.
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1 year ago
Translation
Hello, as I sent you the email again, the casino does not want to give me any information and they say they are not allowed to give me any information because I am not authorized to do so and the casino is not authorized to provide information either.
I am refused any information and no information is shared.
Did you get the email?
Thank you Best regards
Thomash
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1 year ago
Dear thomash95,
I'm currently trying to get in touch with the casino's representatives. Therefore, I will extend the timer by another 7 days to see what can be achieved.
Thank you for your patience.
Kind regards,
Tomas
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1 year ago
Dear thomash95,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend you contact the Curacao Gaming Authority (info@curacaolicensing.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Tomas
