SpinBet Casino - Player's account has been closed after winning.

I registered here

Because I was reading reviews and because it's stated that here on casino guru that accepts players from onatrio

So after 2 days of making deposits and then won 900$

They closed my account because I'm from Toronto Ontario

I asked for refund of my deposit if they don't want to pay me

I want my winnings if not I want my deposits back

Dear Luxy89,

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.

Did you create your casino account with Canada as your country of residence?

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

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

Could you please share your communication with the casino regarding the blocked account? 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

Hi

I upload my documents my ID,utility bill, proof of payment

Then I got requested for selfie holding ID

And bank statement pdf style

I was having a hard time taking a selfie Anyways when I go sign in tbe account is closed

My 900$ was that I made deposit of 50$ no bonus

I registered and my place of residence ia Canada ontario

Dear Luxy89, thank you for the information provided,

Did you use a VPN?

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

I don't know if I used VPN

I just use my phone for everything

Dear Luxy89, could you please share your communication with the casino regarding the blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Hi I've sent before an email with all the srrenshots from

But I will be sending again

Thank you very much, Luxy89, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Luxy89,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SpinBet Casino representative to join this conversation.

Dear SpinBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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 Luxy89,

I am communicating with a casino representative outside of this thread.

I will inform you, if there are any updates.

Hello Luxy89

Our team has already contacted you and we have come to an agreement to refund your deposit amount. Please confirm receipt of funds here

Best Regards Spinbet casino team

Dear Luxy89,

Could you please confirm, if you have received the refund?

Thank you.

I received the funds today! They refunded all of my deposits

Thank you

Dear Luxy89,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka

Casino.Guru