The player from Italy had requested self-exclusion from Spinanga, but after depositing another €20 and increasing the balance to €35 in slot play, his account had been closed. He had contacted customer support requesting a return of his winnings, but his request had been declined. The player had claimed that he hadn't breached any casino terms and conditions. He also mentioned that he couldn't verify his account as the system had informed him that verification wasn't needed at that time. The casino had confirmed that they had received the player's bank information and the payment was being processed. The player had confirmed receipt of an email from the casino regarding the payment and confirmed he considered the issue resolved.
Spinanga Casino - Player's account closed after self-exclusion request.
Amount: €35
Spinanga Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
Hello,
I am writing to ask for your assistance. This afternoon, I requested through chat on the SPINANGA site to self-exclude for personal reasons. During the chat, the operator ceased responding, so after several minutes, I closed the chat as well. Naturally, after some time, I deposited another 20€ to play slots. As I was spinning the reels of a slot and had a credit of 35€, I was suddenly auto-disconnected and unable to log back in. I immediately contacted the operator through chat, and they informed me that my account had been closed!! (I don't understand why they did this after I had made a deposit 🤬🤬🤬) After that, I sent an email to support@spinanga.com asking at least for the return of my 35€ won in the slots for fairness. 5 minutes later, I received their OUTRAGEOUS 🤬🤬🤬 response, which I am attaching for you to read! In short, they deny any blame and did not at all acknowledge my request to have the 35€ returned 🤬🤬🤬. I kindly ask for your help on this matter.
Best regards
Automatic translation:
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10 months ago
Dear Ragmn82,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. While we believe that casinos are allowed to close players' accounts whenever and for whatever reason, we also believe that the remaining balance should be paid unless the player seriously breached the casino's T&Cs.
Could you please advise if you passed the KYC verification before the casino blocked you? Did you activate any bonuses on top of your deposit?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,
Kristina
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10 months ago
Translation
Good morning,
I want to emphasize that I have absolutely not violated any of the casino's terms and conditions. I signed up successfully and deposited with my prepaid card. I entered all my details correctly! Regarding the KYC verification, immediately after my registration I went to my profile and clicked on the verification item to be able to enter all my documents necessary for the verification but it said "YOUR ACCOUNT DOES NOT CURRENTLY NEED VERIFICATION" . I assume because perhaps I still didn't have the necessary credit in my balance to proceed with the withdrawal and consequently they didn't ask me to verify the account. Honestly, I'm shocked given that the reviews on SPINANGA are excellent and yet they weren't correct with my request to be able to withdraw that €35 balance. (It wasn't bonus money!!)
Automatic translation:
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10 months ago
Thank you very much, Ragmn82, 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.
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10 months ago
Hello, Ragmn82,
I am sorry to hear about your issue. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Spinanga Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Spinanga Casino team,
Could you please provide us with an explanation of the player's situation in more detail? What was the balance when his account was closed and when can he expect the remaining balance to be refunded?
Thank you in advance for providing the information.
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9 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer. 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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9 months ago
Dear Customer,
Thank you for reaching out.
We would like to inform you that we received your bank information for the manual payment and forwarded the payment to be executed by the relevant department.
You will be informed via email in case of any updates. We appreciate your patience.
Best regards,
Spinanga.com
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9 months ago
Translation
I thank the reliability and seriousness of SPINANGA CASINÓ. I confirm that the email has just arrived with the confirmation of the payment of that €36.50 pending on my balance after the closure of my account. Now I'm waiting for them to arrive in my bank account. Therefore I can say that the case has been solved. Naturally, I also thank you at CASINÓ GURU for your constant and precise support towards us players.
Automatic translation:
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9 months ago
What great news!
Thank you, Ragmn82, for confirmation and for using the Casino Guru complaint resolution centre. Based on your update, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
If there is any problem, feel free to let me know via email (branislav.b@casino.guru) or request a reopening.
Thank you very much, Spinanga Casino Team, for your help and cooperation!
Best regards,
Branislav, Casino.guru
