Spinarium Casino - Аккаунт игрока был закрыт за предполагаемое использование нескольких аккаунтов.

Hello, my account is banned with reason as multi account. I do not have any other account with this casino. They kept delaying my withdrawals and I had main balance of Rs 7,38,000 approximately. This is not acceptable. I trusted this new casino based on ratings. I haven't received 1 withdrawal yet since registered.

Dear punisherxx,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinarium Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Did you achieve your current balance with the help of a bonus? 
• Could you please share the communication between you and the casino regarding your account being banned? Send emails or chat transcripts to my email at tomas@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,

Tomas

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.

Hi Thomas,

1 - Yes, me and my wife uses the same casino to gamble and stream online on separate devices on the same home network.

2- I did share all the required documents to thier email address and it was in process untill I was banned.

3- No I did not use bonus

4-

Thanks for the detailed explanation.

Could you please explain whether you and your wife used your own funds exclusively when depositing in the online casino?

Yes, she used her own details and I used mine.

Thank you very much, punisherxx, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, punisherxx,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we wait for the casino's explanation and details, can you please provide me with the information if it is possible (although you claimed that you and your wife used different payment method details) that your payment methods could have matched in another way? For example - using 2 cards assigned to the same bank account?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Spinarium Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Please note that rules against multiple accounts exist for some reasons (gaining an unfair advantage, abuse, etc), and currently, according to the information provided by the user, it looks like there is no such reason in this case. Can you clarify what exactly did the complainant gain by playing this way, or what exactly was abused, provided that 2 individuals (able to verify themselves) played at the casino separately?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear Branislav and punisherxx,

Unfortunately, this violation of rules was made to multiply the payment fraudulent activity. All the profiles connected with this activity were closed without an option for unblocking.

Best regards,

Spinarium Team

Thank you for your email and the explanation, Spinarium Team. I replied to your email a while ago, waiting for your response.

Dear punisherxx,

In the meantime, while I wait for the casino's email and some additional details, could you please provide me with the following:

• Information on what payment method you used for deposits
• When (dates from to) did you make deposits to the casino
• How much (all deposits together) did you deposit to the casino + original bank statement or transaction history from your payment method confirming it

Feel free to share screenshots here or send the relevant document(s) to my email address (branislav.b@casino.guru).

Thank you. Looking forward to hearing from you.

Dear punisherxx,

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.

Dear punisherxx,

I think we do not have to drag the process out unnecessarily anymore. Although I requested additional information and documents from you, while the casino did not have to provide anything further, they decided to provide all the necessary evidence confirming their claims and decision.

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - apart from strong suspicion of multiple account use, you engaged in fraudulent activity related to the casino's payment system and exploiting its vulnerability/deficiency to your benefit (which occurred also on the linked account), with the intent of unjust enrichment. Therefore, the amounts you deposited to the casino are considered invalid, and you are not eligible for any of the disputed funds. The casino acted correctly and in accordance with the terms and conditions you accepted upon registration.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR.

Thank you very much, Spinarium Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru