Spinline Casino - Player's winnings have been confiscated.

Hi, I made a win of 2750 euros on this casino and they paid me 2000, but shortly after I got an email saying I broke their rules determined by their general terms and conditions, but i did nothing wrong. They said my acc is closed and that winnings have been confiscated. can you please help me get my 750 back?

Dear markcrimmins244,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Dear Markcrimmins244,

Thank you for submitting your complaint! We have reviewed your case and would like to clarify the situation.

First and foremost, we would like to emphasize that our casino operates under a valid license and strictly adheres to established regulations, ensuring a safe and fair gaming environment for all players.

Following a thorough review, it was determined that you violated Section 13.1 of our Terms and Conditions, which you agreed to upon registration. As a result, your account has been closed:

"Regarding the company and during the usage of services, provided by Spinline, users are prohibited from:

- using unfair external factors and influences on the game result (often known as cheating);

- using unfair advantages;"

If you have any further questions, we will be happy to assist you.

Best regards,

Spinline Casino

Hi,

I would like to clarify that i did not use any external factors nor did i cheat in any way by playing in your casino. Honestly i am not sure how could i even do that!? I played only roulette and i played it with my money so i really dont get what did i do wrong. Can you please inform me more about this situation!?

Dear Markcrimmins244,

This information cannot be published, but we can send all the necessary evidence to the email address of the Casino Guru representative.

Dear Kristina,

Could you please share your email address so we can provide all the necessary violation materials?

Best regards,

Spinline Casino

Hello everyone,

Thank you both for your replies.

Dear Spinline Casino,

You can forward any supporting evidence to kristina.s@casino.guru. Thank you in advance.

Dear Kristina,

The materials have just been sent to your email address.

Best regards,

Spinline Casino

Thank you Spinline Casino, I received your email. We will get back to this complaint after we review the evidence. Thank you in advance for your patience.

Thank you very much, markcrimmins244, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 markcrimmins244,

I have assessed your case and will do my best to assist you moving forward.

Dear Spinline Casino,

I have reviewed the evidence you have already provided, and sent you a follow-up email.

Kind regards,

Adam

Dear Adam,

Thank you for your assistance in resolving the situation. We have sent you via email all the details we received from the provider. However, we have requested additional information and will get back to you as soon as we receive it from the provider.

Best regards,

Spinline Casino

Hello Spinline Casino,

Many thanks for the update, we will wait for further information.

Kind regards,

Adam

Dear Adam,

As a follow-up on this case, we have sent you the information via email. Let us know if you need any further clarification, and we’d be happy to assist.

Best regards,

Spinline Casino

Hello all,

I have received the information from the casino and this is now being reviewed. I will post an update shortly.

Kind regards,

Adam

Dear Spinline Casino,

I have once again requested some further information via email.

Kind regards,

Adam

Dear Adam,

The information has been sent to your email. If you need anything else to review this case, we will be happy to assist.

Best regards,

Spinline Casino

Dear markcrimmins244,

I have received and reviewed further evidence from the casino, which supports their decision to close your account. Due to the nature of the activity reflected in the evidence provided, I can't share specific details, but I do believe that the casino has operated according to its terms and conditions regarding this case.

Please understand we can only make decisions based upon the evidence presented. Consequently, I am unable to assist you any further and this complaint will now be rejected.

Kind regards,

Adam