Spinarium Casino - Player's account has been closed.

Hi , I am player from India. I created account for this casino and this is my first account, I made a 1 deposit by customer service request , after deposit I play games and made a amount 2700 inr after I make a withdrawal. Customer service said I check your account then after they banned me and say I have multiple accounts. Please help to unlock my account, i didn't opened multiple accounts.

Dear Meet45,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?

If there’s any relevant communication, please forward it to petronela.k@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,

Petronela

Hi. I am from India, I made a account on this casino, there is only one account i created, after I play a bonus free games and completed my wager , also I completed my verification of account, during this all process customer service didn't say anything. After try to make a withdrawal request but it's not happening. I talk with customer care they said account need a deposit to withdraw, during this all conversations they didn't say of any multiple accounts, after I deposited in my account and completed all wager . Then my balance become 2700 inr when this time I made a request for withdrawal they didn't accept. When I talk to customer service the said wait for time , for long time ago they reply and Said they need a time to check your account. After time they blocked my account and claiming I made a multiple accounts. But that is false. During all verification Process they said all things are correct no problem, during deposit there is no any problem, then why after I make a deposit they suddenly blocked me and claim this false argument. I request please unlock my account i didn't use any multiple account , this is my first account. I used only one ip address, there is no any duplication. Please deactivate my account and allow to play games in your casino.

Hi Meet45,

We will reach out to the casino and request supporting evidence, but before proceeding, could you please confirm if, to the best of your knowledge, there is any possibility that a family member, neighbor, or anyone else may have opened an account using the same IP address, device, or your email address?

We would appreciate your clarification on this matter to help us better assist you.

Thank you for your cooperation.

there is no any possibility that a family member, neighbor, or anyone else may have opened an account using the same IP address, device, or your email address. I have only one account sir.

Thank you very much, Meet45, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello there,

Thank you Meet45 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinarium Casino for their help in resolving this complaint. We would like to ask to provide us with evidence of multiple accounts. You can forward any evidence to my email. (peter.c@casino.guru)

Thank you!

Deer Meet45,

Changing IP and device doesn't mean we can't see other profiles. There were a total of 3 profiles made to try and abuse no-deposit free spins. We do not tolerate bonus hunting.

All the profiles involved were blocked.

Best regards,

Spinarium Team

Thank you for the update Spinarium Casino representative.

Meet45, the casino has provided me with evidence of multiple accounts. I advise against such behaviour as it can lead to similar situations in the future. Casinos have many tools to check for this activity and it can lead to your blacklisting in the rest of the industry. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter