The player from Germany tried to withdraw the accumulated winnings, but the casino blocked his account after verification. The casino has decided not to provide services to the player anymore, however the remaining balance of the player was payed out and the complaint is resolved.
Spinnalot Casino - Player's account has been blocked.
Amount: €3,200
Spinnalot Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi there,
I registered with Spinnalot yesterday, deposited a total of 90 € and actually won over 3000 €. After I completed the verification and everything was good (see screenshot), I wanted to have the money paid out. When I wanted to log in this morning I got the following message (see 2nd screenshot). The live chat apparently can't help me because the management has blocked me.
Could you maybe help me.
Thanks in advance.
Greetings Adrian S ***
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear Adrian,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you please clarify whether you accumulated your winnings with or without an active bonus?
Also, I haven't found any screenshots attached to this complaint. Please forward them to kristina.s@casino.guru, or alternatively, post it here.
Thank you in advance for your reply. I hope, we will be able to help you to resolve this case as soon as possible.
Best regards,
Kristina
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2 years ago
Thank you very much Adrian for your reply. Have you tried contacting the casino regarding this issue? Have you received any explanation? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
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2 years ago
Translation
Of course I contacted the casino. The live support couldn't help me because it wouldn't perform these tasks because the management blocked me personally. Furthermore, I was informed that the casino would contact me via email within 2 days, this also did not happen. I always get the same answer from live support (see screenshot) 
Automatic translation:
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2 years ago
Thank you very much mcadriano for your reply. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Translation
Thank you for your effort 🙂
Will Martin then contact me by email?
Greetings Adrian
Automatic translation:
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2 years ago
Hello Adrian!
From now on, I will take care of your complaint here in this thread. I would like to invite representatives of Spinnalot Casino in order to provide us with any explanation and help us find a solution of the issue.
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2 years ago
Translation
Hi there,
After a few questions, I have now received the following answer (see screenshot)
I think the problem is solved or do I misunderstand the email?
Automatic translation:
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2 years ago
Hello Adrian!
Thank you for sharing the information. If I understood the casino's message correctly, it means that they do not wish to provide you with their services anymore. Your remaining balance should be payed out. I would like to ask you to let us know when you'll start receiving your funds, until then this complaint will remain open.
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2 years ago
Translation
Good day,
I received my money today.
I have to thank you very much and wish you a nice week.
Adrian
Automatic translation:
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2 years ago
Hello Adrian!
Thank you for providing us with the information of receiving your funds. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
