Spinmacho Casino - Учетная запись игрока закрыта, а средства конфискованы.

Dear Casino Guru Team,

I would like to file a complaint against Spinmacho Casino regarding the closure of my account and the refusal to refund my deposited funds.

I deposited approximately 35,000 PLN into my account. Before and during the verification process, I contacted the casino's support team and specifically asked whether I could verify my account using my Georgian passport.

The support agent clearly replied:

"Yes, Geno! Please upload the document in your profile."

I relied on this information in good faith.

Later, when I experienced issues with the verification process, I contacted support again and explained my situation. I did not attempt to hide any information. I informed them about my circumstances and tried to cooperate fully with the verification procedure.

Despite this, my account was eventually closed and my request for the return of my deposited funds was denied.

I believe this is unfair because:

I contacted support before verification issues arose.

Support explicitly confirmed that a Georgian passport could be used.

I acted according to the instructions provided by the casino.

The casino accepted my deposits.

I was not properly informed that my documents would be rejected before accepting my funds.

After accepting substantial deposits, the casino closed my account and refused to refund my deposited money.

I have attached:

Screenshots of conversations with customer support.

Proof that support confirmed verification with a Georgian passport.

Account closure correspondence.

Proof of deposits.

I respectfully request Casino Guru's assistance in obtaining a fair resolution and the refund of my deposited funds.

Thank you for your time and assistance.

Kind regards,

Geno K.

Mail: [email address hidden by Casino Guru]

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What was the real-money balance in your account at the time of the closure?
• Have you lost all your deposits in regular gameplay before your account was blocked?
• What reason did the casino provide for closing your account?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino?

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

Dear Geno2003,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru