Spinarium Casino - Рахунок гравця закривається, а кошти конфіскуються.

Good morning,

My account at Spinarium Casino was suddenly blocked without explanation. At the time of the blocking, I had my own funds deposited in the account, which were not refunded to me. The casino did not inform me of the reason for the blocking or of the possible solutions.

I have contacted customer support but have not received any specific response or they have stopped responding altogether. I have deposit receipts and possibly screenshots that I can provide upon request.

I am asking for your help in mediating communication with the casino and in returning my money that they are withholding from me.

Dobrý den,

můj účet v kasinu Spinarium byl náhle a bez vysvětlení zablokován. V době blokace jsem na účtu měl vložené vlastní prostředky, které mi nebyly vráceny. Kasino mě neinformovalo o důvodu zablokování ani o možnostech řešení.

Kontaktoval jsem zákaznickou podporu, ale nedostal jsem žádnou konkrétní odpověď nebo mi přestali odpovídat úplně. Mám k dispozici doklady o vkladech a případně snímky obrazovky, které mohu na vyžádání dodat.

Žádám o vaši pomoc při zprostředkování komunikace s kasinem a o navrácení mých peněz, které mi zadržují.

Dear michalvym,

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.

• Do I understand correctly that you didn't place any bets after you deposited?
• Did you pass the verification before you lost access to the account?
• Did you activate any bonuses on top of your deposit?

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, one day I deposited money and made a few bets, I had some money loaded and the next day I returned to the game. My account was verified and I made some deposits and withdrawals. I did not activate any deposit bonus, I only bought a bonus in the game.

Dobry den, jeden den jsem vložil peníze a provedl několik sázek, měl jsem nahrané nějaké peníze a druhy den jsem se ke hře vrátil. Účet jsem měl ověřený a provedl jsem drive i nějaké výběry. Žádný bonus ke vkladu jsem aktivován neměl, pouze jsem koupil bonus ve hře.

Good day, that's enough. I'll send it to you by email.

Dobry den, je toho dost. Pošli vam to na mail.

Can you please clarify how much money you had in your casino account before you lost access to it?

Thank you very much, michalvym, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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 michalvym,

I'm Michal, and I have taken over your complaint. I have examined your case, and I want to inform you that since this situation took place over 6 months ago, our assistance may be somewhat restricted. It is highly recommended to seek help at the earliest opportunity. I recognize that you have expressed your disagreement with the casino's actions directly to them, which is indeed the correct course of action; however, if you wish for your issue to be evaluated by other services or authorities, it is crucial to act promptly, as the time delay can influence the situation. Regardless, I will still reach out to the casino to provide further clarity on this issue and to see if I can help somehow.

We would like to invite Spinarium Casino to join the conversation.

Dear Spinarium Casino,

Please provide evidence of the alleged T&C violations involving the player, along with any non-public factors relevant to this case. Kindly share this information directly with me at [email protected].

Dear Casino Guru Team,

Thank you for bringing this matter to our attention.

We have reviewed the account in question and would like to clarify the following: the player’s total deposits amount to €915.33. These deposits have been fully compensated via successful withdrawals, which collectively total approximately €2,000. This includes a verified payout of €1,000, as shown in the screenshot provided by the player.

At the time of account restriction, there were no outstanding balances due to the player. The restriction was applied as part of our routine security and compliance procedures, which we are obligated to follow.

To date, we have not received any formal documentation or request from the player that would justify reversing or modifying the current status of the account. Nevertheless, we remain open to further review should new information be provided.

Please let us know if you require any additional details or documentation.

Best regards,

Spinarium Support Team

Thank you for your response, Spinarium Support Team.

Dear michalvym,

Can you please comment on the above?

Good day, although I made some withdrawals, it does not change the fact that after the win shown in the screenshot above, my account was blocked without notice. I request that my account be unblocked and my winnings be withdrawn. I have not committed any foul play. Approximately 1.8 million crowns were won on my account, to which I do not have access.

Dobry den, sice jsem nějaké výběry provedl, nic to nemění na tom ze po výhře která je na screenu výše, mi byl bez upozornění zablokován účet. Žádám odblokování mého účtu a výběr těchto mých vyhraných prostředků. Nedopustil jsem se žádné nečisté hry. Na mém účtu bylo vyhráno cca 1,8mil korun, ke kterým nemám přístup.

Dear Michalvym,

Please note that the current account status is part of a standard verification procedure applied to ensure the security and integrity of our platform. We understand that this may cause some inconvenience, and we appreciate your patience during the process.

Our team is currently reviewing the account, and if no violations or issues are identified, full access will be restored promptly. We are committed to resolving this matter as quickly and efficiently as possible.

If you have any further questions or require assistance in the meantime, feel free to contact us.

Best regards,

Spinarium Support Team

Good day, I have no further questions, I am waiting for verification by your casino because I am not aware of any violation of the rules.

Dobry den, nemam žádné další otázky, čekám na prověření vašim casinem protože si nejsem vědom žádného porušení pravidel.

Dear Michalvym,

Thank you for your patience.

We sincerely apologize for the delay — a security check was required to ensure the safety of your account. We’ve requested that the process be expedited, and we're happy to inform you that it has now been completed. Your profile has been successfully unlocked.

You can now log in, continue playing your favorite slots, or withdraw funds in accordance with our platform’s rules.

Please note that your account currently falls under two withdrawal limits:

• A standard daily limit, which applies to all users depending on their VIP level.
• A monthly limit as per Section 9.6 of our Terms of Service — if your balance is at least 10 times higher than your total deposits, your withdrawals will be limited to €5,000 (or currency equivalent) per month. Otherwise, the standard monthly limit is €10,000.

If you have any further questions or need help, feel free to contact us — we’re here to assist you.

Best regards,

Spinarium Support Team

Thank you very much, will the limit be shown to me somewhere? Or do I have to calculate it somewhere?

Dekuji moc, ukáže se mi nekde limit? Nebo si musim někde počítat?

Thank you for the positive update, Spinarium Support Team.

I'm glad the player account has been successfully unlocked, and they can use all the features.

Dear Michalvym,

Now that your account has been restored and you are able to access all features as usual, can I consider your complaint resolved?

Yes, thank you for your help.

Ano, děkuji za pomoc

Dear Michalvym,

Thank you for your confirmation. I will leave the casino team to answer your question and later proceed with closing this case.

Dear Spinarium Support Team,

Please address the player's question. Additionally, I would appreciate your explanation of how the player can increase the withdrawal limit should they wish to.

Dear Michalvym and CasinoGuru Team,

Thank you for your questions!

At the moment, there is no live status bar that displays your exact remaining withdrawal limit in real time. However, you can view the daily withdrawal limits for each VIP level in the VIP Club section of your profile. If you've already withdrawn part of your daily limit, you'll need to keep track of how much remains manually.

As for increasing your withdrawal limits:

• The daily limit can be raised by progressing to a higher VIP level.
• The monthly limit (as outlined in Section 9.6 of our Terms) may no longer apply if your account balance becomes less than 10x your total deposit amount.

If any of your withdrawal requests are ever declined, feel free to contact our live chat so we can explain the reason and assist you directly.

Best regards,

Spinarium Support Team

Dear Spinarium Support Team,

Thank you for the clarification.

Dear Michalvym,

I hope the reply from the casino team provided clarity. As mentioned, if you need any assistance regarding this, I trust the casino live chat team will he able to help.

As per your previous confirmation, I will now proceed with marking this complaint as 'resolved' in our system. I would like to thank both parties for their cooperation. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of michalvym. It appears that there has been a new development in the case, resulting in the player's account being closed once more due to an alleged violation of the rules. We would like to provide this case with another opportunity for clarification and assist both parties involved in achieving a satisfactory resolution, if feasible.

Dear Spinarium Support Team,

Could you please provide clarification on why the player account has been closed once more, despite the fact that a similar situation was previously addressed/clarified, and the player was withdrawing their winnings?

We would like to ask the 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’ which may negatively affect its rating.

Dear Casino Guru Team,

Thank you for reaching out regarding the reopened case involving player michalvym.

We would like to provide clarification on the recent account closure. Following a thorough internal review, we confirmed that the player was operating multiple accounts, which is a direct violation of our Terms and Conditions. Furthermore, during communication with our support team, the player provided misleading information regarding the existence of these additional profiles. We have chat records to support this, which can be shared with your team upon request.

While we acknowledge that exceptions can sometimes be considered by our Risk Department, we are under no obligation to apply such exceptions — and in this case, we have made a firm decision not to do so. This decision was communicated clearly to the player prior to the reopening of this complaint.

It is also important to note that all four of the accounts associated with this player have active self-exclusion status, with the most recent action clearly timestamped in our logs. The fact that the player proceeded to create new accounts after initiating self-exclusion may be viewed as an indication of problem gambling behavior.

As per our licensing requirements and responsible gaming policy, we are not permitted to lift self-exclusions under these circumstances. Similarly, users are strictly prohibited from creating new profiles once self-excluded.

In this case, our actions are not a matter of internal discretion but rather a matter of regulatory compliance.

We remain available to provide any further clarification needed.

Kind regards,

Spinarium Support Team

Good day, I would just like to point out that none of the previous accounts were KYC verified, so the accounts may not have been mine before and no withdrawals were made. I did not know that it would be possible to unblock the account through support, so I created a new one. When checking my account, nothing of this was found, so it was opened for me. I am not asking to reopen the account, I am asking to withdraw the funds that were left there. I should not have been allowed to play again, so I think the fault is also on your side. I only have one verified account, I admitted to the previous accounts and I did not know that I was breaking the rules. Apart from one account closure that was without reason and you kept my winnings for half a year.

Dobry den, chtěl bych jen podotknout, že žádný z dřívějších účtů nebyl ověřen KYC, účty dříve tedy nemusely být moje a Nebyl proveden žádný výběr. Nevěděl jsem ze by bylo možné účet odblokovat přes podporu a proto jsem si založil nový. Při prověřování mého účtu nebylo nic z tohoto zjištěno a proto mi byl otevřen. Nežádám o znovuotevření účtu, žádám o výběr prostředků které mi tam zůstaly. Nemělo mi být povoleno znovu hrát, myslím si, že je chyba tedy i na Vaši straně. Ověřený účet mám jen jeden, přiznal jsem se k dřívějším účtům a nevěděl jsem, že tím porušuji pravidla. Nehledě na jedno uzavření účtu které bylo bezdůvodně a drželi jste mi moji výhru pul roku.

Dear Spinarium Support Team,

Please forward me all the relevant information and evidence concerning the player's usage of multiple accounts and misleading information regarding the existence of these additional accounts the player should have provided, as well as other "rule violations" you mentioned for an independent assessment at [email protected]

Dear Casino Guru Team,

The answer should be on your email soon. Thanks for provided time.

Kind regards,

Spinarium Support Team

Thank you for providing me with the additional information and evidence, Spinarium Support Team.

Dear michalvym,

After reviewing all the additional information and evidence I was provided, this shed a completely different light on the situation.

While in general the creation of multiple/duplicate accounts, as long as they didn't provide the player with any unfair advantage, is, in our point of view, not considered a fully valid reason for confiscation of the player winnings if this is the sole reason for it, however, as it turned out, your situation is much more complex, and you violated the casino rule on multiple occasions, and on top of that, you indeed provided misleading information regarding the existence of these additional accounts.

It is an industry-standard rule that every player can maintain only one account at each casino unless they explicitly have permission from the casino team to create another account.

While I understand that when you hit a losing streak, it can make you angry, and at that moment, you want to close your account immediately, but the self-exclusion option/tool is not designed to be used when you experience losses. It is designed to help people if they start to feel they are not able to manage their gaming habit.

If a player has requested self-exclusion, it is very common in basically most casinos that the player is strictly not allowed to open another account. If they do that, despite this, unfortunately, there could be certain consequences once this is discovered.

Additionally, as was mentioned, instead of contacting the casino support to provide you with the steps to reopen your original account, you decided, on your own, against the rules, to create multiple other accounts. You intentionally used other email addresses and changed certain personal data to trick the casino system into immediately identifying you as already having an account.

While I can agree with you that the casino system could be set to detect more data when registering an account, looking at all the accounts you created, you would most likely still adjust the data so that you could create another account. It does not really matter if the accounts were KYC verified; you simply violated the rules by creating and using the accounts and thus intentionally avoided the self-exclusion restriction you set for yourself on your original account.

Furthermore, unawareness or "ignorance" of the casino rules is sadly not a valid justification. Our complaint resolution centre operates on principles of fairness and good faith, and we maintain a zero-tolerance policy toward any attempts to exploit it.

Taking all this into consideration in this particular instance, I concur with the casino's decision to leave all your accounts closed and not process any remaining funds to you. You have already received quite a considerable amount, even though you were not really eligible for it because of the rule breaches.

Based on all the abovementioned, I am now forced to close this reopened case as Rejected - Unjustified.

I can only recommend that you invest time in reading, understanding and following the casino rules. Any potential rule violation will sooner or later be discovered, and it quite often is in a situation when you will want to withdraw winnings.

You are certainly entitled to not agree with this conclusion and may contact the casino's licensing authority if you believe you are justified in your position; however, we are not able to provide you with any further assistance.

Should you face any issues with this or any other casino in the future, please do not hesitate to contact us, and we will try our best to assist you if possible.

Best regards,

Michal

Casino Guru