Spinarium Casino - Player's account has been closed with a long ban.

In August I played slots on Spinarium casino, everything was fine deposit worked , games worked atc. But then I won something about 18000 dollars, which was nice, so I immediately started doing KYC with help of people from Spinarium, they were talkative, helpful atc. But when I finished my KYC and started withdrawing my money the banned me for no reason and the ban is set to end in 2032 ... On my account they deleted every messages that we made and I'm still banned.

Dear Mcrakvar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• When did you create your account and when was it closed?
• Did you receive any confirmation regarding successful verification?
• Did you accumulate your winnings with or without an active bonus?

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

Thank you for the quick reply, I opened the account this year, I would say at the beginning of June, maybe even earlier, but I don't know exactly. The account was suspended I think on 22/08/2024 and sometime at the end of September the status of the ban changed from temporary to ban until 2032. I still had the registration bonus on at the casino, I think but I don't know for sure anymore, the account has been blocked for quite a long time so there are more things I don't remember. I don't have many conversations because I didn't expect them to delete my previous conversations, I've already sent everything I have.

Best regards, Mcrakvar

Thank you very much, Mcrakvar, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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.  

Thanks for help Kristina ...

Hello Mcrakvar,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Spinarium Casino to join the conversation.

Dear Spinarium Casino,  

I would appreciate it if you could share any details regarding the ban on the player's account. If this action was taken due to any violations of your policies, I kindly request that you send any relevant information and supporting evidence to my email at michal.k@csino.guru. Thank you for your attention to this matter.

Dear Michal and Mcrakvar,

Thank you for pointing out the situation. I checked all the information regarding this case and will try to describe it here.

At the moment I can see 3 chats with the Mcrakvar. One of these chats contains most of the information regarding the profile blocking. None of them are deleted or hidden. I guess Mcrakvar opened the chat from another browser or device, so the system didn't connect old chats. If I`m mistaken, Mcrakvar, please describe the content of that chat, so I could try to find it.

As for the profile blocking, our Risk department spotted a suspicious bet and froze the profile for checking. Right after that, we sent a request to the game provider to check this bet. Unfortunately, they still didn't reply to us. I understand, that it took much more than 28 days and I do apologize for the delay. Yesterday I sent one more request for this bet to be checked.

Hi , thanks for reply Spinarium ...

The chats that I can't see in my account are containing a lot abou the blocking and even contain my KYC photos atc. I started the chat on my phone and still I can't see it there.

And about the blocking I remember something about that provider thing but I was getting little bit scared because of the time that it's too long ...

Thank you for your reply and the clarification, Spinarium Casino. I look forward to receiving an update from the game provider soon.

Dear Mcrakvar,  

I appreciate your understanding regarding the waiting period, which can indeed be quite frustrating. However, it is standard practice in the industry to verify any suspicious bets with the game provider, a process that can sometimes take longer than anticipated. I recognize that this may not offer the most favorable user experience, but unfortunately, we must await the conclusion of the investigation. I kindly ask for your continued patience, and I remain hopeful that the game provider will share an update shortly.

I understand, so we'll see how it turns out, and for now, thanks for your help

Dear Spinarium Casino,

Could you please provide us with any updates regarding the ongoing investigation?

Dear Michal,

Unfortunately, we still got no results of the investigation. We understand the complicity of the situation, so we are ready to make an exception and unblock the profile of Mcrakvar.

In case we receive the information that the bets of Mcrakvar were unfair, we will have to close the profile again and publish the results of an investigation, but meanwhile, we will keep cooperation as usual.

That seems reasonable, I don't know if I'm gonna play on the casino again before the case is closed but we will see

Dear Mcrakvar,

Sure, I understand your feelings. I tried to do my best to resolve the situation, and now it's up to you to choose whether to play on our website. The profile has been unlocked.

Yeah got it , thanks a lot for help and for next cooperation, and yeah I have seen that it's unblocked

Thank you all for your responses.

Dear Mcrakvar,

While I understand the situation has not really been fully resolved, but because of all the above mentioned, we find ourselves at a standstill. We need to wait until the game provider completes their investigation into the legitimacy of the wins. As mentioned, your casino account is unlocked, and you are free to use it if you wish.

Sadly, as we don't know how long the investigation can still take, we cannot have this case open for indefinite time without any progress. We also have to address the concerns of other players, which requires our resources to be allocated accordingly. I hope you can understand that. I suggest closing this case for now, and once the investigation is concluded, I can reopen it if needed. You can reach out to me directly at michal.k@casino.guru. I'm sure the casino team will inform you about the outcome regardless of this complaint.

Please let me know if I may proceed to close this case for the time being.

I think it will be fine for now if we close the case, thank you very much for your cooperation

Dear Mcrakvar,

Thank you for the confirmation. 

As mentioned earlier, we need to await the completion of the game provider’s investigation into the legitimacy of the wins. Once the investigation is finalised, or if you require further assistance, I will be happy to reopen the case if necessary. In the meantime, your casino account is active and available for use at your discretion.

I will now proceed to close the complaint.

Should you have any questions or need assistance, please don’t hesitate to contact me directly at michal.k@casino.guru. 

I would like to express my gratitude to both parties for their cooperation, and I sincerely hope for a successful resolution of this matter in the near future.