Spinarium Casino - Player's account has been closed without explanation.

Hello! I have the same problem as Mcrakvar had a month ago. I won an amount on the site called spinarium, not as big as Mcrakvar, mine is 90 dollars. Then I added the necessary amount to it so that I could withdraw it. They even needed my data, which I sent in, but after that the site only welcomed me with a permanent ban, without any explanation. I didn't break any rules, I wrote to the support an email but I didn't get any answer.

Dear Zolka,

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. 

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Did you make a verification deposit?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

Hello!

1. I didn't make any withdrawals before, this would have been the first.

2. I did the KCY check, filled in my details, and spoke to support in live chat and sent my documents (the pictures).

3. I didn't have an activated bonus.

4. Yes, I had a successful deposit.

5. Since I can't log into my account, I can't send pictures of the conversation. I spoke to support in live chat within the spinarium.

Thanks in advance.

Dear Zolka, can you explain the part where you said, "Then I added the necessary amount to it so that I could withdraw it"?

Was this amount added as a verification deposit, or was it to top up your balance to meet the minimum withdrawal amount?

Did you complete the wagering requirements for this deposit?

Hi! So, I won the $90 with a promotional code, then I read in the description of the site that I had to deposit an amount so that I could withdraw it. I deposited more, about $15. Then I spoke to the support on the live chat on the site, and sent them my details. After that, I spun a few rounds in the casino with the money I had deposited, I spun about $15-20 if I remember correctly.

Dear Zolka, could you specify the bonus and share the terms and conditions?

Dear Zolka,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.