The player from Finland had his account blocked without further explanation. Casino didn't respond.
Spinurai Casino - Player’s account has been blocked.
Black points: 68
Amount: €1,000
Spinurai Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.4
Spinurai Casino has a Safety Index of 5.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
My account has already been verified in September 2021, also notify me by email about this. The casino will email me weekly bonus offers.
two previous withdrawals went well, a total of approx. 550 euros, received with bonuses!
Now, however, about two weeks ago, I again accepted the offer, my personal email / WEEKEND bonus.
Offer either .50% or 100%, I took the previous one. With the code HIGH, the deposit was 50 euros!
I recycled this from early evening to night without dreaming of any more winnings, but in the end I missed out on my balance.
I waited for this for about 5 years, and my email notification, withdrawal canceled, no explanation! Was asked to ask Live Chat for more information, no information there.
At that time, the customer service representative asked me to make another withdrawal, and he said he would follow how it works (chat open) I did this and he said, seems to work properly, and then just again I waited, 4 days, again the same notification to my email, withdrawal canceled!
After that, I contacted the support directly with the attachments, and still no response!
I went to the casino site, and when I tried to log in, the page reported, the account was terminated!
All without any information.
I have always played according to the rules and conditions. No prohibited games, my maximum bet is € 1.20 Tru Sheriff in the game!
I don't get an answer to my questions, and I don't know what the question is.
An elderly retiring amateur player, already a customer in the leading casinos for about 20 years, no problem before this!
completely to myself a strange way from the casino! Don't even tell me where the original deposit went.50 euros!
Automatic translation:
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2 years ago
Dear Lars,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you ever made any successful withdrawals before?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here. Also, please, forward me the confirmation regarding successful verification, if possible.
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
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2 years ago
Translation
Still, the casino does not answer my questions and does not clarify the situation! With my canceled withdrawals, my first withdrawal was first returned to my game account for 1000 Euros, and I was asked to ask for a reason for the live chat, however, the live chat did not provide any explanation, he followed the withdrawal himself directly chat open (Trustly, in which case he said that my withdrawal was working well, nothing more than waiting again after a few days for the same withdrawal cancellation, and again prompted in the info to inquire about the reason in the live chat, then trying to log in to the casino to my account, report the site (Casino account terminated) Support has never responded to my inquiries!
The casino demands responsibility from the players, but does not seem to bear its own responsibility, at least this kind of action The casino is responsible for the individuals is absurd / unscrupulous from my point of view,
However, I have acted according to the instructions and rules given!
If the casino works in such a way that first some winnings are paid out honestly, but when you happen to win more often, then you start to void the winnings for no apparent reason, of course it is appropriate to ask, Is this how the casino works to keep its balance on the plus side?
In addition, it seems a bit that responsibility is shifted to the live chat side, even if they can’t justify the reasons, only if they’ve been informed by those in charge!
I think it's worth looking at, among other things: Gasino Guru's reviews of this and other casinos, to be at least honest and impartial to casino operations!
Regards Lars-Erik🙂
Automatic translation:
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2 years ago
Thank you very much Lars for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@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
Hello Lars,
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?
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2 years ago
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’.
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2 years ago
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 contact Malta gaming authority. If you need my help with contacting them just send me an email here: viliam.v@casino.guru
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.
