SpinCity Casino - Player's account has been blocked.

good morning everyone. I have a problem with spin.city casino. after a big win and verification of my account everything was OK, but they asked for more documents, I sent everything they wanted suddenly blocked the account from the regulations 2.2.10, i.e. payments from accounts that do not belong to me. I wrote that I have an account together with my wife since 2019. they asked me to go to the bank and receive a document that I have an account with my wife to be signed and stamped by the bank. I sent such a document, they treat without a response, they still wrote that the account was blocked. I wrote hundreds of times in the chat they can't provide information, they wrote back to me that the account was blocked from the regulations of 2.1.10, they wrote me to send confirmation that the account belongs to me and my wife, I wrote back that I sent the document you asked for, and I sent a contract with the bank where you can see that I and my wife are the owners of the account, you can't get along with them in any way, I sent all the documents stating that the account belongs to me and my wife and they still block my account. I believe this is intentional account blocking because I won about $5,000. are you able to help??

Dear Lukasz.dud,

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. How many deposits did you make from this bank account? Did you inform the casino that you have a joint account with your wife prior to making any deposits?

Have you accumulated your winnings with or without an active bonus?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello

Good morning, I deposited about PLN 500 from the account. when I found out why the account was blocked, I wrote that the account belongs to me and my wife, they asked me to go to the bank and receive a document that said that the account was mine and my wife's, additionally I sent an agreement with the grxie bank, you can see that I and my wife are the owners accounts . I have sent all the documents, but I have not received a clear answer regarding these documents, only that the account is still blocked. win was not from bonus games

In addition, today I sent another document from the bank branch, stating who the account belongs to. I sent them an agreement with the bank, where you can see that the owner is me and my wife, what else should I do to unlock the account?

Thank you very much for your reply, Lukasz.dud. Before we contact the casino, could you 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.

I sent question on your emeil kristina .

I apologize, but I have not received any communication between you and the casino. Could you please provide that so we can proceed with this complaint?

Dear Lukasz.dud,

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.

I sent all information on your emeil . Check your emeil …

Could you please also forward me the document confirming that you and your wife are both legitimate owners of the bank account?

You can close my case for this moment . I will let you know when when I get a final response from the higher department

I understand. I will now close this complaint as per your request.