The player from Germany found their account locked during a data review for 'multiple accounts' due to shared internet access at school. They sought to be unbanned and have their winnings refunded. The player did not respond to the Complaints Team's inquiries, leading to the rejection of the complaint.
Spinarium Casino - Player's account has been closed.
Amount: €532
Spinarium Casino
Safety Index:HighSafety Index
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8.1
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
My account was unexpectedly locked during the data review process for "multiple accounts".
I registered at the school, as did several other students.
Of course, the school PCs are connected to the same internet and share the same IP address.
I want to be unbanned and have my money refunded.
Automatic translation:
Public
Public
2 months ago
Dear SeloDelo,
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.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active 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,
Kristina
Public
Public
2 months ago
Translation
I have an active bonus
(100 free spins), the amount wagered 40x.
I then used it to play LiveCasino.
Nothing forbidden in my opinion.
Automatic translation:
Public
Public
2 months ago
Thank you for your reply, SeloDelo. Could you please advise if your account was verified?
Also, have you tried explaining the situation to the casino? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
