Spinarium Casino - Player's account closed due to accusation of multi-accounting.

I'll start from the beginning.

I found this casino on askgamblers.com. I played in almost all online casinos, so I didn’t remember if I had an account there. I tried to create one, but it turned out that an account with this email already exists. I recovered my password and made a deposit, there were 3 deposits of 20 euros. In the end, I won 436 euros and immediately tried to make a withdrawal, but it was blocked. I contacted support and he told me that my account was blocked for multi-account (Despite the fact that I calmly made 3 deposits and I am sure that this is my only account, I have only one email for all online casinos to avoid multi-account). The support asked me to take a photo of me + my passport + a piece of paper, which I immediately did. After that, I waited about 5 days, every day I asked if there was information, to which each time the answer was given that I would be notified. Today 04/03/2024 my account was banned without any notification, I contacted support, he spoke to me as if I was 100% guilty, he asked to share information for a reward (????). To which I replied that I have not the slightest idea how I am accused of multi-account. I said that I was ready to do whatever I could to resolve this situation. But he replied that I didn’t want to help, so he was closing the case. I said that I was ready to do whatever I could to resolve this situation. But he replied that I didn’t want to help, so he was closing the case. At the same time, he blocked my chat. I was able to access the chat from another web browser. I asked if he blocked my chat (Because I was very surprised), he answered positively and said that he would block this chat too. Now they ignore me. As I said earlier, I am ready to provide the necessary data to withdraw my winnings. I have only one account on spinarium.com and can confirm all the data. Unfortunately, I didn’t have time to take a picture of the chat when he wrote to me about the reward and that I don’t want to help, but I’m sure that you will have access to this chat.But I have a video of the entire chat before the ban. Ready to provide it as needed.

Hello cruelspiritlol,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinarium Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when exactly did you register into the casino - don't you have any confirmation e-mail from them? Will the casino refund your last deposits or they completely voided your balance? When was the last time the casino responded to you and what was it about.

Looking forward to your answer.

Regards,

Nick

First of all, thank you for fast answer!

1) When I tried to register using my personal email (cru************@gmail.com), I received a notification that an account with this email already exists, so I recovered the password and logged in. When I logged into the account, I could verify it, which I did. Which means that even if someone else created my account, they could not verify it, because they did not have access to my personal email. There was no deposits and no personal data, so I entered it. Account was clear as new.

2) They just banned entire account without any refund, I cant see which balance I have. But I have a screenshot where I have my last balance.

3) When I try to help solve a problem and offer my help, they simply write: "Once again, the case is closed and we have nothing to discuss.". Before that, they answered that they wanted to get information from me about the "other" accounts, they consider me 100% guilty, despite the fact that I am ready to provide any information to confirm that I am not guilty.

Thank you cruelspiritlol for all the information provided so far. As we will need more details from the casino, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, cruelspiritlol,

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 the resolution of this complaint.

Dear Spinarium Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the user's account been closed and winnings/funds confiscated? What steps should the player take to unblock the account and/or withdraw the disputed funds?

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 evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Like I said, I'm willing to provide any information I have. But I don't know anything about "other accounts". And this email is the only one that I use in all online casinos, and in all these online casinos there is only my name under this email. It's a shame that you don't want to listen.

Hello cruelspiritlol!

We've looked into your case and the case of our partner who allegedly referred you to our casino.

To our great shame the partner turned out to be a scammer and registered your account, as well as the accounts of many players fraudulently.

We will take legal action for this partner, and you we have unblocked your account and credited free spins as compensation for your moral damage.

You can withdraw your winnings and continue playing with us. Please accept our deepest apologies.

My account is unbanned and balance unblocked. Case is closed. Many thanks to Branislav for his help in this case!

Great news, guys!

Thank you, cruelspiritlol, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your issue was resolved. 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.

Thank you very much, Spinarium Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru