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

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

Amount: 480 lei

Spinarium Casino
Submitted: 11 Jan 2025
Case opened Current status

Waiting for Casino Guru to reply

2d 9h 39m 17s

Case summary

The player from Romania won $90 on Spinarium but was subsequently banned without explanation after providing the necessary information for withdrawal. Despite sending an email to support, he receives no response.

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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.

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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

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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.

Casino Guru is examining the case

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