Spinurai Casino - Player’s account has been blocked.

Spinurai casino just randomly closed my account without any notification or explanation. I have tried to reach them for over two weeks now through live chat and email, but have not received an answer. I have never broke any of their rules, and I have over 4000€ on my account.

Dear Nujaloja,

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. Have you received confirmation regarding successful account verification? Could you please advise if you have redeemed any promotional offers from this casino in the past? How long ago you have created your account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela,

My casino account on Spinurai has not been verified yet, or atleast I have not received an email about it. Since this might be the problem, I have already sent them all the requested documents on 15th of June, so almost two weeks ago, but I have not received an answer. After that, I have tried to contact Snipurai multiple times, with no luck.

On their website it says that they are changing their chat system, so live chat is not an option. I have sent them multiple emails and also tried to contact them with a contact form that they recommend at this time. Last email that I have received from Spinurai was on the 5th of May.

I registered to Spinurai 19.12.2020, and I claimed their welcome bonus + also couple of their reload offers that I received through email or text message. I have never broke any of their bonus rules, the only issue is that my account is currently disabled, and like I said, it might be due to not verifying my account, which is pretty hard to do since they dont reply to my emails and their live chat is not working.

I would love to get this sorted, and have done everything that Spinurai casino has asked me to do.

Thank you very much, Nujaloja, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Nujaloja,

I looked at your complaint and will do my best to help you. I would like to invite Spinurai Casino into this conversation. Casino, can you please specify why did you block the player’s account?

We would like to ask the Spinurai 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can complain straight to the Malta gaming license by filling their online form here: https://www.mga.org.mt/support/online-gaming-support/

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.