Spinarium Casino - Player's account has been closed after a large win.

Hello, I have a problem with this casino.I won a large amount of money and the casino did not pay out my money and blocked my account. I was told by the support that I cheated, that's why they blocked my account.First they wrote me for 5 days that they have broken payout etc and under that they blocked my account.I will send screenshots attached.I even have another person who had the same thing happen to him. Thank you so much for your help. have a nice day

Dear sadpos365,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinarium.

If another player is experiencing the same issue, they are free to submit a complaint on our website as well, and we'll try to assist.

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? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your winnings in the casino? (which slots, which live games, betting on sports) 
• Did you achieve your winnings with the help of a bonus? 

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

Hey, thanks for the answer. According to the email, I should be registered from 17.9.2024 and I was banned on 25.10.2024.

The way I found out about the blocking of my account is that I wanted to log in to my account on spinarium to see if they wrote me from support to see if they had already sent me the money as they made the excuse that they had a problem with the payout and it was taking time. and after i logged in i got a screen that my account is blocked as i sent in the attachment. i played pragmatic games and i got the biggest winnings on wanted dead or a wild and i got a video of it and other pictures of how suport made excuses that they have a problem with the counter punch that pays players money. Can I send it to you somewhere ? I didn't use the bonus for winnings.Thanks for the reply !

Thank you very much, sadpos365, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, sadpos365!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you very much. I sent pavel to email all screenshots I have. 

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.