Spinanga Casino - Igrački nalog je zatvoren.

I won some money at the casino and they closed my account and I can't access it.

Ho fatto delle vincite al casino e mi hanno chiuso il conto e non ci posso pou accedere

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have been using the casino for a few days and it was blocked on 02/02/26. The winnings come from slots. I played with both real balance and bonuses. The casino only communicates with me via live chat.

il casino lo utilizzo da qualche giorno e mi e stato bloccato in data 02/02/26 , le vincite derivano dalle slot, ho giocato sia con saldo reale che con bonus, il casino comunica con me solo via live chat

Thanks for your reply.

Did the casino justify the blocking of your account in any way? What response did you receive when contacting the casino regarding the blocking of your account and withholding of your payout?

Share the casino's responses to my email at tomas@casino.guru or post screenshots here.

They said that I violated these terms and conditions, which is partially false. The only thing I did was to place some sports bets at low odds (higher than 1.20), but I don't understand why, if they don't like it, they quote certain markets that they consider unfair.

hanno detto che ho violato questi termini e conzizioni cosa parzialmente falsa l'unica cosa che ho fatto e stata giocare qualche scommessa sportiva a quota bassa (maggiore di 1.20) ma non capisco come mai se non e di loro gradimento quotano ceri mercati che loto ritengono sleali

Thanks for your reply.

You previously wrote:

The winnings come from slots.

Afterwards, you wrote:

The only thing I did was to place some sports bets at low odds (higher than 1.20)

• Could you please explain this discrepancy?
• Could you please explain in more detail which bonus you accepted?
• At which point have you made deposits?
• Which activities led to your winnings?

Looking forward to your reply.

Hi, I played on low-odds sports betting just for fun. I didn't use any sports bonuses. 90% of my winnings were on slots.

Salve ho giocato su scommesse sportive a quota bassa solamente per divertimento non ho utilizzato alcun bonus sport il 90% delle vincite le ho effettuate sulle slot

Dear Mando001,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Mando001,

My name is Igor, and I will be assisting you with this case too.

I am also handling your complaint regarding BigClash Casino.

As the first standard step is to invite the casino representative to address the complaint, I will proceed with that now.

Now I would like to invite a Spinanga Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinanga Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hello everyone!

Dear Mando001,

We would like to kindly inform you that your account has been closed and your funds have been voided according to our T&C 9.1 and 9.4.

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

-using the Website for commercial purposes or in someone else’s name or interest;

-engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

-colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

In this occasion, after information that we had from the relevant team, the player is accumulating bonuses, placing one sports bet and wagering the bonus money with (often) minimum wagering requirements and then they proceed with fast withdrawal.

Best regards,

Spinanga Team

Dear Spinanga Casino,

Thank you for your response.

Could you kindly provide any evidence that supports this behavior?

Furthermore, we would appreciate it if you could share any other relevant evidence pertaining to this case.

Dear all,

We kindly inform you that we are checking the matter with our relevant team and we will try to update you regarding the case as soon as possible.

Thank you for your patience and understanding.

Best regards,

Spinanga Team

Dear Spinanga Casino,

Thank you for your response and for informing us that you are looking into this matter.

Please let us know once there is any update regarding this case.

Dear all,

Thank you for waiting.

After checking the matter with the relevant team, we came to the conclusion that the client deposited and immediately placed safe sports bets (which he both won). Then started playing various slots with the casino money (bonus) with zero risk. Moreover, the relevant team states that client's account is open right now but is fully limited.

An e-mail has been sent to the client for verification of their account and after they verify themselves, they may receive their sports winnings.

Dear Mando001,

We kindly wait for you to provide to us the requested documents.

Thank you for your cooperation.

Best regards,

Spinanga Team

Hello, I have not yet received any email request to provide the requested documents. I would like to know where I can provide them.

Salve non ho ancora nessuna richiesta via mail per fornire i documenti richiesti vorrei sapere dove vedo fornirli

Dear Spinanga Casino,

According to the player's message, they have not received any emails from you.

Could you please provide us with the email address you used to reach out to the player?

Additionally, we would appreciate it if you could clarify what documents are required from the player and the email address to which they should be sent.

Thank you for your assistance.

Dear Mando001,

We inform you that we are checking the matter with our KYC Team and we will have updates for you as soon as possible.

Thank you for your patience.

Best regards,

Spinanga Team

Dear Spinanga Casino,

Thank you for your response and for keeping us informed that you are currently reviewing this case with the KYC team.

We would appreciate it if you could keep us updated on any developments regarding this matter.

Dear Mando001,

We really thank you for your patience.

We are writing to formally inform you that documents for your verification have been asked and you may kindly upload them through your Verification Tab on your profile. If you face any difficulties with the upload or if you need more clarifications regarding the documents, please do not hesitate to contact us.

We appreciate your continued patience and cooperation throughout this process.

Best regards,

Spinanga Team

Hi, since I can access your site, could you send me the request for documents via email?

Thank you in advance

salve dato che posso accedere al vostro sito potreste mandarmi la richiesta dei cocumenti via mail?

vi ringrazio in anticipo

Dear Spinanga Casino,

The player would like to kindly ask whether it would be possible to send the request via email.

Thank you in advance for your reply.

Dear Mando001,

We kindly inform you that your account is in status ''Open'' for now and you may provide the requested documents through Verification tab. Could you please clarify if you face difficulties accessing your account ? If yes, we may provide an e-mail to you with the requested documents.

Thank you for your cooperation. We are awaiting for your response.

Best regards,

Spinanga Team

Dear Mando001

Could you please elaborate on the issues you are facing regarding verification and your account?

Additionally, would you like to continue the KYC process via email?

Hi, as you can see from the screenshot, I can't access the site, so I would like to ask the casino to send me the KYC procedure via email.

salve come bisibile da screenshot non mi e possibile accedere al sito pertatnto vorrei invitare il casino a mandarmi la procedura di kyc via mail

Dear Spinanga Casino,

According to the player’s screenshot, he is unable to log into his account.

Could you please contact the player via email in order to proceed with the verification process?

Thank you.

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 Mando001,

We kindly inform you that we have sent to you an e-mail regarding the documents needed.

Thank you for your cooperation.

Best regards,

Spinanga Team

Dear Mando001,

The casino has sent you an email.

Please review it, reply, and let us know once you have done so.

Thank you.

Dear Spinanga Casino,

The player has uploaded the requested documents and has also forwarded the payment details.

Please let us know once there is any update regarding this case.

Dear Mando001,

We have forwarded your documents to our Verification team and we will have updates for you as soon as possible.

Thank you so much for your patience.

Best regards,

Spinanga Team

Dear Spinanga Casino,

Thank you for informing us that the documents were forwarded to the relevant department.

Please let us know once there are any updates regarding this case.

Dear Mando001,

We kindly inform you that the relevant team will need some more time please to examine the documents.

Thank you again for your understanding.

Best regards,

Spinanga Team

Dear Spinanga Casino,

Please note that it has already been two weeks since the player provided their documents, and no further progress has been made on your side.

Therefore, I would kindly ask you to provide any and all relevant information or updates regarding this case within the next timeframe.

Dear Mando001,

Thank you for providing your documents for account verification.

Upon review, our KYC Department has requested that you resubmit your Proof of Address (POA). Please ensure that the document is provided in its original PDF format as issued by the provider (e.g., utility company or bank).

Please note the following requirements:

-The document must be the original digital file, not a scanned copy or a photo of a screen.

-The file must not be modified, edited, or cropped in any way.

Thank you for your cooperation.

Best regards,

Spinanga Team

Hi, as requested, I have provided you with proof of residence.

salve come richiesto vi ho ri fornito la prova di residenza

Dear Spinanga Casino,

The player has provided the requested documents. Please review them and let us know your findings.

Additionally, I would like to contact you outside of this thread. Could you please let me know which email address would be most appropriate to use in order to reach you?

Dear Mando001,

Thank you for your continued patience while we finalize your account review.

We would like to inform you that our KYC team is still in the process of reviewing your document. Please be assured that your case is being handled, and we expect to have updates for you very soon.

We will notify you immediately once the verification process is complete.

Best regards,

Spinanga Team

Dear Spinanga Casino,

Please note that the verification process has now been ongoing for several weeks. Therefore, I would kindly ask you to provide any and all relevant information, statements, or evidence regarding this case within the next timeframe.

Additionally, feel free to reach out to me outside of this thread if you would like to share any relevant information. You can contact me via email at igor.p@casino.guru.

Dear Mando001,

Thank you for your patience during the verification process.

Our KYC department has reviewed the documentation you provided; however, we must inform you that the Proof of Address (POA) submitted is not a suitable type and cannot be accepted.

To successfully verify your residential address, please provide one of the following documents:

-Utility Bill: A recent bill for gas, water, electricity, or landline internet (mobile phone bills are generally not accepted).

-Bank Statement: A recent statement from your bank showing your full name and current address.

-Government-issued Document: A formal document issued by a local or national government authority.

Requirements for the document:

It must clearly show your full name and current residential address.

It must be dated within the last 3 months.

The entire document must be visible (all four corners) and of high quality.

Please provide this document to by replying to the e-mail that we have sent to you.

Thank you for your cooperation.

Best regards,

Spinanga Team

Hi, I sent the requested document. Please let me know as soon as possible if it is suitable or not.

salve ho mandato il documento richiesto la prego gentilmente di dirmi il prima possibile se esso e idoneo o meno

Dear Spinanga Casino,

Please note that it has now been more than two months since the player’s verification process started.

Since this is not a reasonable time frame, I would kindly like to ask you to provide any and all relevant information regarding this case. Feel free to share any insights regarding the prolonged verification, why the player’s documents are being rejected, or whether there is anything out of the ordinary in this case.

You can send me an email at igor.p@casino.guru with anything related to this complaint, share evidence, or ask any questions.

If no specific steps are taken or crucial information is shared within the next time frame, I will have to close this complaint as unresolved. This means your casino will receive black points, and the rating will be adjusted accordingly.

Dear Mando001,

Thank you for providing the requested document. We have successfully received it and have forwarded it to our KYC department for immediate review.

We deeply apologize for the delay in finalizing your verification. Our KYC team is currently handling a high volume of requests, which has extended our usual processing times. Please be assured that we are doing our absolute best to review your document as soon as possible.

Thank you for your patience and cooperation.

Best regards,

Spinanga Team

Dear Spinanga Casino,

As I mentioned in my previous message, I expected you to provide relevant information regarding this case that would move it toward a successful resolution.

Since no progress has been made for two months, I unfortunately have to close this complaint as unresolved.

If you would like to reopen this case, please forward all relevant evidence regarding the verification process or the previously mentioned bonus abuse connected with sports betting to igor.p@casino.guru, or request a reopening directly within this complaint.

Dear Mando001,

I have repeatedly asked Spinanga Casino to clarify why your account has not been verified and why your documents have been rejected. Unfortunately, no specific reason was provided, and without cooperation from their side, there is very little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to which you can escalate this matter.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor