SpinJo Casino - Player’s account has been closed and winnings confiscated.

Hi i made account here and made 7 deposits after i made withdraw my account was closed they told me sweden is restricted country and keept my money

Dear mdarowiche1978,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinJo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you achieved your winnings with the help of a bonus?
• Was the personal information in your player's profile filled out with complete and accurate information? Which country have you filled in?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Have you used a VPN or accessed the casino while abroad?

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,

Tomas

Dear mdarowiche1978,

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.

Hi, how should I share my communication when the casino doesn't even respond to my emails?

I won without a bonus, You can go in yourself and create an account with them and choose Sweden as the country, so how can they blame it?

I apologize for not replying sooner.

Please forward the communication with the casino's allegations against you to my email at tomas@casino.guru, or post screenshots here.

The casino is not responding to me

How did the casino tell you that Sweden is a restricted country? Was it via live chat or email? Have you saved this interaction and could you please share it with me? My email is tomas@casino.guru

It was via the chat, unfortunately I haven't saved the chat history, which I should

Thank you very much, mdarowiche1978, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello mdarowiche1978,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I can agree with you that the casino could have set up IP blocking and set up their system in such a way that customers from restricted countries would not be able to register, play, and most importantly, deposit in their casino. However, as every casino uses its own platform, this is not always possible and has not yet become an industry standard, that's why we always encourage players to read and familiarize themselves with the casino's T&Cs before signing up. Upon checking the casino T&Cs, I've found this.

I will reach out to the casino for further clarification on this issue; however, it appears that the only viable resolution may be to retrieve your deposits.

We would like to invite SpinJo Casino to join the conversation.

Dear SpinJo Casino,  

I would appreciate it if you could clarify the circumstances that allowed the player to register and make a deposit from a restricted country. Additionally, if this matter has not yet been addressed, could you kindly arrange for the return of the player's deposit?

Dear mdarowiche1978,

Thank you for reaching out to us. We have reviewed your account and can confirm that two successful withdrawals were processed, totalling €235.

Could you please clarify which funds you believe have been withheld? We want to ensure that everything is resolved correctly.

We appreciate your cooperation and look forward to assisting you further.

Best regards,

The Spinjo Team

Dear mdarowiche1978,

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.

Dear mdarowiche1978,

Although it seems as though the issue has been clarified and you have most likely received all the winnigs that were due to you, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru