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Hi, I made a deposit of 300 euros in USDC from my new wallet for the first welcome bonus, which was a nonsticky bonus. I managed to win quite soon with my own money and therefore tried to withdraw that 1204 euros. A day later my account was closed and the funds were confiscated, citing a violation of the terms and conditions (terms 9.2 and 9.3). I tried to ask the casino for help so that I could file an internal complaint, because I have not violated them in any way, but they told me that the decision is final and filing a complaint is pointless. That's why I decided to file a complaint here, because they can't act like that, that if I manage to win right away, they just accuse me of cheating and take my winnings and deposit.

Hei, tein 300 euron suuruisen talletuksen USDC valuutalla uudesta lompakostani ensimmäistä welcome bonusta varten, joka oli nonsticky bonus. Onnistuinkin voittamaan melko pian oman rahan osuudellani ja näin ollen koitin, nostaa tuon 1204 euroa. Päivää myöhemmin tilini suljettiin ja varat takavarikoitiin, ehtojen rikkomiseen vedoten (ehdot 9.2 ja 9.3). Koitin kysyä kasinolta apua, että voisin tehdä sisäisen valituksen, koska en ole noita kyllä mitenkään rikkonut, mutta minulle vastattiin, että päätös on lopullinen ja valituksen tekeminen on turhaa. Siksi päätin tehdä tänne valituksen, koska eihän he noin voi toimia, että jos onnistun voittamaan heti, he vain syyttävät huijaamisesta ja vievät voitot ja talletuksen.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions, and this is what I found under rules 9.2 and 9.3:

9.2. Collusion and cheating

Spinybet.com is eligible to disable users Accounts and forfeit their Account balances (including deposits and winnings) if they will be noticed of gaining, attempting to gain an advantage of trading information of their cards or establishing a collusive agreement with other users to take an unfair advantage. These advantages may consist of chip dumping and transfer, discussing a hand during play, multiple using a single Account, soft playing. Spinybet.com provides the rigorous examination of play by both manual and automated ways and investigates all related user complaints. In addition, Spinybet.com provides proactively and randomly examining gameplays and Accounts.

9.3. Fraudulent activity

Once Spinybet.com noticed a fraudulent, unlawful, dishonest or improper activity (including using the VPN, proxy or similar service that masks or manipulates the identification of your real location, or making bets, wagers or poker play through a third party or on behalf of a third party) on the Website, we are eligible to block user’s Account with forfeiting of all Account balances without prior notification. In such cases, Spinybet.com reserves the right to report fraudulent activity to existing regulatory and law enforcement authorities including but not limited to banks, credit card companies and/or any person or entity that has the legal right to such information, and/or taking legal action against such user.

Could you please send me a link or a screenshot of the bonus you activated and played with?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Have you sent any identity documents to the casino for verification before your account was blocked?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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

Best regards

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

https://spinybet.com/promotions/special/first_welcome_bonus/ this was the bonus in question.

I played slots and to be exact, Geisha's Revenge.

No, the key wasn't even asked, the account was closed straight away.

I have not used network encryption programs.

https://spinybet.com/promotions/special/first_welcome_bonus/ tämä oli kyseinen bonus.

Pelasin slotteja ja tarkalleen ottaen Geisha’s Revenge.

En, kyccia ei edes kysytty, vaan tili suljettiin suoraan.

En ole käyttänyt verkon salaus ohjelmia.

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the confiscation of your winnings and the closure of your account at [email protected]. I appreciate your patience and cooperation.

Dear jorppa,

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, I forwarded the information to you via email a few days ago.

Hei, välitin tiedot sinulle sähköpostin kautta muutama päivä sitten.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you jorppa for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SpinyBet Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Dear Peter,

Thank you for letting us join the conversation!

We confirm that the player has violated our Terms and Conditions, which compelled us to take appropriate action by voiding the player's winnings and suspending their account. The player has been duly notified of this decision.

In accordance with the applicable Terms and Conditions, both the player’s winnings and remaining balance have been forfeited, and the account has been permanently blocked.

For reference, we have included below the specific Terms and Conditions that necessitated these actions:

9.2. Collusion and cheating

Spinybet.com is eligible to disable users Accounts and forfeit their Account balances (including deposits and winnings) if they will be noticed of gaining, attempting to gain an advantage of trading information of their cards or establishing a collusive agreement with other users to take an unfair advantage. These advantages may consist of chip dumping and transfer, discussing a hand during play, multiple using a single Account, soft playing. Spinybet.com provides the rigorous examination of play by both manual and automated ways and investigates all related user complaints. In addition, Spinybet.com provides proactively and randomly examining gameplays and Accounts.

9.3. Fraudulent activity

Once Spinybet.com noticed a fraudulent, unlawful, dishonest or improper activity (including using the VPN, proxy or similar service that masks or manipulates the identification of your real location, or making bets, wagers or poker play through a third party or on behalf of a third party) on the Website, we are eligible to block user’s Account with forfeiting of all Account balances without prior notification. In such cases, Spinybet.com reserves the right to report fraudulent activity to existing regulatory and law enforcement authorities including but not limited to banks, credit card companies and/or any person or entity that has the legal right to such information, and/or taking legal action against such user.

Thank you for your time, and we will be happy to help if you need us again!

Kind regards,

SpinyBet Casino

Thank you for the update SpinyBet Casino representative. Would it be possible to provide me with evidence of fraudulent activity? You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

Thank you for providing me with the information SpinyBet Casino representative.

Dear jorppa, the casino has presented multiple indicators suggesting the presence of duplicate accounts. It is an industry standard that an individual may operate only one account in their name. Your activity constitutes a clear violation of this policy, and as such, we find the actions taken by the casino to be justified.

We strongly advise against such behavior, as it may result in similar consequences in the future. In light of this, we regret to inform you that your complaint has been rejected. Thank you for your understanding.

Kind regards,

Peter