The player from Spain's account is closed after requesting a withdrawal of 4500 euros, despite not violating any terms and conditions. After submitting verification documents, the casino returned only her initial deposit of 25 euros and she received no meaningful explanation, just automated responses.
Spinanga Casino - Player’s account has been closed without explanation.
Amount: €4,500
Spinanga Casino
Safety Index:Very highSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
5d 22h 0m 52s
Case summary
yesterday
Public
Public
2 days ago
Translation
After I reached 4500 euros and requested a withdrawal, the casino asked me to verify my account. After uploading the documents, they told me they were closing my account without the possibility of reopening it, and they returned the 25 euros I deposited. They claim that terms and conditions were broken, even though I reviewed them and didn't violate any.
When I try to get an explanation, they only send automated messages. I can't talk to them, and it seems impossible for me to claim my winnings—this is a scam.
Automatic translation:
Public
Public
yesterday
Dear Marta11,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- Could you please list which documents you submitted for verification?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me the messages from the casino regarding the breach of the terms and conditions? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,
Tomas
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