Spinarium Casino - Аккаунт игрока был закрыт из-за претензий по поводу множественных аккаунтов.

On Sunday 15.12.2024, in a conversation with a friend, I found out about this casino and we decided to open accounts at that casino... we both registered in our own names and I made a payment of 20 euros and received a 200% bonus for the first payment with on the condition of playing 40x, which I managed to do after three days... I had a little more than 100 euros left for payment, and I submitted a request for payment from 100 euros, but a little later when I wanted to check the balance, my account was blocked... when I asked why they answered that I violated their rules on multi account and that I have two accounts open... I try to explain to them that I opened my account in my name and deposited funds from my bank card and a friend opened an account in his name and if he deposited money then he did it from his card to his account and played games at his house from a completely different IP address... so it works are about two different people each with with his account and his money...it is obviously disputed for them that two different accounts were opened from the same IP address because at the time of opening the account my friend was connected to my wifi network...it would be the same as if there were ten of us in internet cafe and everyone opens their account and then they block it because we are on the same wifi network... as you can see, it is not about big money (100 euros) so it makes no sense that it is about any attempt at fraud on my part, but obviously the casino he wants to cheat me and not pay me amount won. I won't lose much (20 euros) that I paid, but they are trying to steal from me and that's why I don't recommend this casino to anyone because they are not interested in solving my problem.

Dear ivankusik,

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 if you have passed the KYC verification?

Have you ever used the same device with your friend?

Could you please provide the games you played? Did you play the same games?

Could you please share your communication with the casino? You can send emails or chat transcripts to my email at dominika.l@casino.guru or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

thanks for the quick reply. Me and my friend only used my wifi network and each had his own cell phone. I made the payment and my friend didn't, he was just browsing the casino's offer. I haven't done KYC and I can't because my account is blocked. I played the games Super cats, Sweet bonanza different versions and I don't know which games my friend played when he went home and made the payment.I am sending the conversation with the casino to your e-mail. In the beginning, it was not clear to me what the casino support was telling me. Thank you once again for your quick response.

Dear ivankusik, you said your friend didn’t deposit money at the casino, but your email to the casino indicates otherwise. Which statement is accurate?

Did you both activate the welcome bonus?

The correct statement is that my friend did not make the payment while he was at my place, and I do not know when he made the payment at his home and whether he also used the welcome bonus. While my friend was connected to my wifi, he only played demo games.

Thank you very much, ivankusik, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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...have you been able to find out anything about my case?

Pozdrav...da li ste uspjeli nešto saznati u vezi mog slučaja?

Hello, ivankusik! Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem. I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Dear Pavel,

I have sent you an email yesterday, please check it.

Best regards,

Spinarium Team

Dear ivankusik,

After a detailed investigation, we can see no intent to abuse any company policy. Both profiles were unblocked and you will be able to withdraw your winnings after the verification process.

We do apologize for this situation and are happy that this complaint helped all of us to solve it.

Thank you very much for the fair resolution of my case. I will try to pass the verification and if I have any problems I will contact you. Thanks again.

Hvala vam puno na poštenom rješenju mog slučaja. Pokušat ću proći verifikaciju i ukoliko budem imao problema obratiti ću se vama. Hvala još jednom.

ivankusik, hello,

As I see you have already received the news that your account has been unblocked. Please, let us know when you will pass the verification and withdraw your funds (if your intent is to do so).

Hello... I have successfully passed the verification and have withdrawn my funds. Thank you for your help in resolving my issue.

Pozdrav... verifikaciju sam uspješno prošao i podigao sam svoja sredstva. Hvala vam na vašoj pomoći u rješavanju mog problema.

Dear ivankusik,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Pavel Kaczynski

Casino.Guru