Spinarium Casino - Player's account has been closed with winnings confiscated.

Hello, I started playing at Spinarium, filled in my details, and opened a gaming account. When I wanted to withdraw my winnings, I had to verify my account, which the support helped me with because I'm not good at English, and this was supposed to take a maximum of 3 days.

The next time I tried to access my account, it said that I am banned permanently. I don't understand; I haven't done anything wrong?

At the time I was banned, there was about 15,500 SEK in my gaming account.

Dear clenson18, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Did you play with or without a bonus?

Have you received any emails from the casino after your account was blocked? If so, please forward them to me at veronika.f@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

😉

November 26

I don't know what happened, I can't get into the page

Hello. Your account is currently closed. The account failed the verification procedure. That means you won't be able to use it anymore.

Why??

Account failed verification. That's all the information I can give. The rest of the information about the verification process is confidential.

the money that is in the game account how do I get it ☹️

It is not possible to deposit or withdraw to/from blocked accounts.

This sounds like a scam

We don't do things like that.

Why block accounts for no reason?????

What happens now

As I mentioned before the reason for the account ban - failed verification.

From this moment on, you will unfortunately not be able to use the website and the account in particular.

Would like to know why the verification failed

was it because I won a few kroner

For now, this is all the information I can give you.

More information coming ??

Have played some casino but have not been out for this anywhere, hope there will be more information

For now, this is all the information I can give you, as I do not have more detailed information on this matter.

Ok hope it works out

Me too😊

👍🏻

👍

It was you who helped me with the verification

Unfortunately, the verification of documents is carried out by a specialized department and not by me, I just transfer your documents to them.

Okay

👍

Would like you to contact the department and hear what was wrong with the documents you sent, a reply is the least you can ask for. Feels more and more that you have deceived me

I received a response that your account failed the verification procedure, so your account was blocked with no option to unblock.

😀 why didn't it make it what was wrong

will take this further so you know because you have blown me out of SEK 15,000

Bad answers to my questions but I understand why

Unfortunately this is all I know, your documents have not been verified.

Doesn't understand anything, doesn't get good answers

Why do you have to get an answer when they block me and blow me for SEK 15,000 that was in my gambling account

Want an answer why it hasn't been verified

The account has not been verified. This is all the information I can provide. Other information about the verification process is confidential.

Incredible

The 15,000 thousand I had in the account, where are they going??????

a big scam site is what you guys are fy fa…. For you, but I'm not going to stay here

Your balance will remain untouched because your account has been blocked.

Doesn't help me because I can't access it

We'll see where it ends

I apologize, maybe because of the translation, but I didn't understand your message, can you rephrase your question somehow?

where is my money

Don't think you're writing from a translator too correct for that

That you block me without any grounds is ok but that you take my money is not ok

I understand you, but you were blocked because your documents were not verified.

Why didn't they do it, an answer please

If they haven't passed the verification, so be it, I can't give you more information due to confidentiality.

Bullshit is what it is

SAD EVERYTHING BUT I WILL GET BACK WHEN I GOT MORE INFORMATION ABOUT WHAT TO DO BECAUSE THIS IS THE ROOT OF THE ROTTENEST

Of course, as you wish, but unfortunately our answer will not change, because your documents have not been verified.

November 27

Why can't you answer that my documents have not been verified

I apologize for the delay, I translated the correspondence to understand what was discussed.

As far as I can see, your account is blocked because it failed the verification. We gave your feedback to the manager, but there have been no changes to this decision. If any new information becomes available, we will notify you.

🥴

Didn't get an answer to my question why it didn't pass the verification??????

I see that the customer service agent has already informed you that this information is confidential.

No, I have not received any information

Your profile and documents did not pass verification, which led to the risk manager deciding to terminate cooperation with you. Your identity does not match the documents.

Please read the terms of use of the service on the website. We have the right to terminate the cooperation with the user at any time.

Bullshit

send my 15000 thousand that is in the account because it is theft

Meandering all the time, I haven't done anything wrong, everything has been filled in correctly

Your documents and account failed the review. Please read the service's terms of use. If the account is blocked, the balance is also frozen.

Absolutely incredible☹️

Unfortunately, the support team will not be able to help you. This is a risk manager's

👌

1d ago.

This is between me and support mvh christer

Thank you for your responses. It seems that your account was blocked due to failed verification. Could you please forward me the documents you sent to the casino for verification along with any communication between you and customer support that could be relevant to the investigation of your case? My email address is veronika.f@casino.guru. Thank you for your cooperation.

Mail sent mvh christer l.

Thank you very much, clenson18, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear clenson18,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Spinarium Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Spinarium Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

It's a little strange that I would cheat when I barely know how to turn on a computer

Dear Kubo and Clenson18,

We received information, that the documents of this person were sold on the web. Unfortunately, in such cases, it is impossible to check such information, as the person who sold the documents will provide all the proof of the opposite.

Therefore, the verification was not successful. Our Risk Department closed the profile according to rule 6.3 of our Terms and Conditions and refunded the deposit.

Hello, Where does such information come from, is it just taken from the air or is it your own supporters who have made a mistake when they filled in my documents for verification, I have played casino on many game sites and have never had to do such a verification as at Spinarium, my documents have been sold on the web, so it must be the supporters at Spinarium who sold them there because it is the only time I had to do this process.

mvh clenson18

Dear Spinarium Casino,

Could you kindly provide further clarification regarding this situation? Specifically, I would appreciate an explanation and any relevant evidence supporting your claim that the documents provided by the player were "sold on the web."

You are welcome to share your insights either in this thread or via email at jakub.m@casino.guru.

Thank you for your cooperation.

That my documents would have been sold on the web is something taken from the air, the documents are only available at Spinarium

Dear Kubo and Clenson18,

Unfortunately, we are not able to disclose our sources of information on scamming attempts.

We understand the complicity of the situation, but we are not able to continue cooperating with Clenson18.

From our side, all we could do for Mr.Clenson was to refund his deposit and it was done a few days after blocking.

Bad style, fraud is just made up by you to avoid paying out my winnings then it's easy to say the person is a scammer strange grounds when all I did is fill out the game account and then the supporter helped me fill out the documents for verification and then all of a sudden you are accused of fraud pure mafia methods. A very disappointed man of 73 years who does not have the knowledge to do this 😢

Dear Spinarium Casino,

I have contacted your representative externally to continue this discussion privately. While I respect confidentiality measures, the resolution process cannot proceed without relevant information and evidence supporting your actions.

I look forward to your response.

👍🏻👍🏻

Dear Kubo,

An email has been sent to your email 10 days ago. Please check it.

Best regards,

Spinarium Team

10 days? So you sent the email before the last post here?

Dear Spinarium Casino,

Please accept my apologies for the delay in responding. Due to the high volume of emails over the past few weeks, I regret that your messages were overlooked.

I have now addressed the matter with additional inquiries and look forward to your response at your earliest convenience.

Thank you for your understanding and support.

Dear Kubo,

A reply has been sent. Thank you.

Best regards,

Spinarium Team

Dear Spinarium Casino,

I have responded on January 28. Kindly review the message and provide a response at your earliest convenience.

Thank you.

Dear clenson18,

I wanted to provide an update on the status of your complaint. At this moment, I do not have any physical evidence of a breach of the casino's Terms & Conditions from the casino representative. Since a mere suspicion is not considered valid proof, the investigation is still ongoing.

Thank you for your patience.

Thanks Kubo for the help. I haven't sold my documents online, I don't even know how to do it, but it's easy for Spinarium to accuse me of it to avoid paying out the winnings. If it were a Swedish casino, I would have taken it to court because this is not how it should be. Just accusing someone of this without having anything to back it up is very bad style for a Spinarium. 15500 is a lot of money to me.

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.

Dear Clenson18,

We apologize for any inconvenience with the situation, still we need a bit more time for our investigation to be complete.

Thank you for your patience and understanding.

Dear Kubo, can you please increase the timer for a few days more?

Best regards,

Spinarium Team

Dear Spinarium Casino,

Thank you for your response. We look forward to your updates.

👍🏻🇸🇪

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.

Bad style of Spinarium to write that they need a few more days to finish the investigation and then they don't hear back even though it's been 1 1/2 weeks ☹️

Dear Spinarium Casino,

It’s been 11 days since you requested "a few more days." I originally sent my email a month ago and still haven’t received any response.

Could you please provide an update?

If I had been a fraudster, they would have probably responded a long time ago with evidence to suggest so, but now there is none, so it may be difficult to admit the mistake they made.

☹️☹️☹️

Dear clenson18,

We have thoroughly investigated the details of your case and are pleased to inform you that we have decided to unblock your account and restore your balance, allowing you to continue playing and/or withdraw funds as desired.

While our security procedures required additional time and effort to complete the necessary checks, we prioritize the safety and integrity of our services to ensure a secure gaming environment for all players.

Your account and balance will be fully available for use within the next 48 hours.

We appreciate your patience and understanding throughout this process.

Thank you for playing at Spinarium Casino—best of luck at the tables!

Best regards,

Spinarium Casino Team

Tack🙂

Dear Spinarium Casino,

Thank you for your response and for reconsidering this matter.

Dear clenson18,

Please let me know once you have received your winnings.

Thank you!

Should I do?

Dear clenson18,

Your account has now been unblocked, and your balance is fully available.

While we usually have certain withdrawal limits in place, we’ve decided to lift them for your current balance as a gesture of appreciation.

Thank you for your patience and for choosing to play with us. We hope to see you back at Spinarium Casino soon!

Have a fantastic day!

Best regards,

Spinarium Team

Hi Kubo, I have now received my winnings.

You will be greatly appreciated for your help.

Dear clenson18,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best Regards,

Kubo