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I am filing this complaint against Spinarium Casino for the unfair blocking of my account and the withholding of my funds.

The casino blocked my account, claiming I had multiple accounts. I want to clarify that while there may be older accounts registered with my information, I don't have access to them because I don't have the email addresses or passwords. These accounts haven't been used to make deposits, claim bonuses, or withdraw funds.

The only account I have actively used is the one that was blocked.

What I consider unfair and worrying is the following:

The casino allowed me to make multiple deposits without any prior warning or restriction.

My account was blocked only after I had made a profit and requested a withdrawal.

There was no prior verification, warning, or preventive action regarding the alleged multi-account problem.

This raises doubts about the consistency and transparency in the application of their policies. If multiple accounts were a problem, it should have been detected and addressed before allowing deposits, not after a withdrawal request.

I want to make it clear that I did not abuse bonuses or gain any undue advantage. There was no intent to defraud.

Solicitous:

A complete review of my case.

At a minimum, the return of the funds in the account at the time of the block (CLP $140,000), which were earned legitimately and legally without the use of bonuses or anything.

Should the casino maintain its position, I consider this an unfair practice, and therefore request the intervention of this platform for a fair resolution.

Thank you.

Presento este reclamo contra Spinarium Casino por el bloqueo injusto de mi cuenta y la retención de mis fondos.

El casino bloqueó mi cuenta alegando "multicuenta". Quiero aclarar que, si bien pueden existir cuentas antiguas registradas con mis datos, no tengo acceso a ellas, ya que no dispongo de los correos electrónicos ni contraseñas. Estas cuentas no han sido utilizadas para realizar depósitos, reclamar bonos ni efectuar retiros.

La única cuenta que he utilizado activamente es la que fue bloqueada.

Lo que considero injusto y preocupante es lo siguiente:

El casino me permitió realizar múltiples depósitos sin ninguna advertencia ni restricción previa.

Mi cuenta fue bloqueada únicamente después de haber obtenido ganancias y solicitar un retiro.

No hubo verificación previa, advertencia ni acción preventiva respecto al supuesto problema de multicuenta.

Esto genera dudas sobre la coherencia y transparencia en la aplicación de sus políticas. Si la multicuenta era un problema, debió haberse detectado y gestionado antes de permitir depósitos, no después de una solicitud de retiro.

Quiero dejar en claro que no abusé de bonos ni obtuve ninguna ventaja indebida. No hubo intención de fraude.

Solicito:

La revisión completa de mi caso.

Como mínimo, la devolución de los fondos de la cuenta al momento del bloqueo (CLP $140.000), los cuales fueron ganados de forma legítimamente y legal sin uso de bonos ni nada.

En caso de que el casino mantenga su postura, considero que se trata de una práctica injusta, por lo que solicito la intervención de esta plataforma para una resolución justa.

Gracias.

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Hello,

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 kindly provide some insight into the timeline of events? Specifically, when did you create your first account, and when was the last time you accessed it?
• Additionally, could you please confirm whether you have completed the KYC verification process for either of your accounts?

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,

Attila

Hello Atilla,

Thank you for your follow-up.

I would like to clarify and specify some important points for a fair evaluation of my case:

After reviewing in more detail, I confirm that the casino never asked me to complete a KYC verification process.

- I was not asked to send an identity document

- I wasn't asked for a selfie.

- I was not given any verification instance.

The only thing I was asked to do at the time of withdrawal was to enter a cryptocurrency wallet address (Litecoin) in order to process the payment.

Subsequently, my account was blocked under the accusation of having multiple accounts, without having previously gone through any verification process.

Regarding the previous accounts:

- The first account was created on February 15th

The last time I had access to that account was over a month ago.

- I did not make any profits, withdrawals, or receive any undue benefits in any of the previous accounts.

- I did not misuse bonuses or promotions

It is important to emphasize that there was no abuse or attempt to gain undue advantages through these accounts.

The only account where I made an active deposit and earned winnings was my current account. However, when I tried to withdraw that money, the casino decided to block my account and hold the funds, without even giving me the opportunity to verify my identity.

Additionally, I would like to point out that:

- The casino allows deposits to be made using multiple payment methods, such as cards (Visa), WebPay and other traditional means.

- However, when it comes to withdrawals, it only allows you to do so using cryptocurrencies or digital wallets.

- Due to this limitation, I had to create an external wallet just to be able to try to withdraw my funds.

From my perspective, the main problem is that the casino:

- It did not implement any KYC verification process

- It allowed the creation and use of multiple accounts without preventative controls

- Allowed deposits and normal play

- And he only applied one sanction at the time of retirement

Additionally, I am concerned that the casino operates under a low-reputation offshore license, which may affect transparency and player protection in these types of situations.

I believe these practices are unfair to users, as controls should be applied before allowing the use of the platform.

Therefore, I respectfully request:

1. That the casino's complete lack of KYC process be evaluated

2. That it be considered that there was no abuse or undue benefit in the previous accounts

3. And that the return of the funds held in the account be considered.

I greatly appreciate your help and I look forward to any further information.

Sincerely,

[Redacted]

Hola Atilla,

Gracias por su seguimiento.

Quisiera aclarar y precisar algunos puntos importantes para una evaluación justa de mi caso:

Después de revisar con más detalle, confirmo que el casino en ningún momento me solicitó completar un proceso de verificación KYC.

- No se me pidió enviar documento de identidad

- No se me solicitó selfie

- No se me dio ninguna instancia de verificación

Lo único que se me solicitó al momento del retiro fue ingresar una dirección de billetera de criptomoneda (Litecoin) para poder procesar el pago.

Posteriormente, mi cuenta fue bloqueada bajo la acusación de multicuentas, sin haber pasado previamente por ningún proceso de verificación.

Respecto a las cuentas anteriores:

- La primera cuenta fue creada el 15 de febrero

- La última vez que tuve acceso a esa cuenta fue hace más de un mes

- En ninguna de las cuentas anteriores obtuve ganancias, realicé retiros ni recibí beneficios indebidos

- No utilicé bonos ni promociones de forma abusiva

Es importante recalcar que no hubo ningún tipo de abuso ni intento de obtener ventajas indebidas mediante dichas cuentas.

La única cuenta en la que realicé un depósito activo y obtuve ganancias fue la cuenta actual. Sin embargo, al momento de intentar retirar ese dinero, el casino decidió bloquear mi cuenta y retener los fondos, sin siquiera darme la oportunidad de verificar mi identidad.

Adicionalmente, me gustaría señalar que:

- El casino permite realizar depósitos mediante múltiples métodos de pago, como tarjetas (Visa), WebPay y otros medios tradicionales.

- Sin embargo, al momento de retirar, solo permite hacerlo mediante criptomonedas o billeteras digitales.

- Debido a esta limitación, tuve que crear una billetera externa únicamente para poder intentar retirar mis fondos.

Desde mi perspectiva, el problema principal es que el casino:

- No implementó ningún proceso de verificación KYC

- Permitió la creación y uso de múltiples cuentas sin controles preventivos

- Permitió depósitos y juego normal

- Y solo aplicó una sanción al momento del retiro

Adicionalmente, me preocupa que el casino opere bajo una licencia offshore de baja reputación, lo que puede afectar la transparencia y la protección del jugador en este tipo de situaciones.

Considero que estas prácticas no son justas para los usuarios, ya que los controles deberían aplicarse antes de permitir el uso de la plataforma.

Por lo tanto, solicito respetuosamente:

1. Que se evalúe la falta total de proceso KYC por parte del casino

2. Que se considere que no hubo abuso ni beneficio indebido en las cuentas anteriores

3. Y que se considere ala devolución de los fondos retenidos en la.cuenta

Agradezco mucho su ayuda y quedo atenta a cualquier información adicional.

Atentamente,

[Redacted]

Thank you for your reply. Could you please advise on the reason for creating multiple accounts? Additionally, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Thank you for your response.

Regarding the creation of several accounts, I want to clarify that they were created some time ago, but I currently do not have access to them, as I do not have the emails or passwords.

These accounts were not used to make deposits, claim bonuses, or make withdrawals, so there was no advantage or intention to abuse them.

The only account I have actively used is the one that was blocked.

I feel it's important to point out that the casino allowed multiple deposits into my account without any prior warning or restrictions. The account was blocked only when I attempted a withdrawal, which I consider an inconsistent application of their policies.

I am also attaching the communication I have had with the casino, where they indicate that the decision is "final", without addressing the points mentioned above.

I remain attentive to any additional information you may need.

Thank you so much for your help.

Gracias por su respuesta.

Respecto a la creación de varias cuentas, quiero aclarar que fueron creadas hace tiempo, pero actualmente no tengo acceso a ellas, ya que no dispongo de los correos electrónicos ni de las contraseñas.

Estas cuentas no fueron utilizadas para realizar depósitos, reclamar bonos ni efectuar retiros, por lo que no hubo ningún tipo de ventaja ni intención de abuso.

La única cuenta que he utilizado activamente es la que fue bloqueada.

Considero importante señalar que el casino permitió múltiples depósitos en mi cuenta sin ninguna advertencia ni restricción previa. El bloqueo ocurrió únicamente cuando intenté realizar un retiro, lo que considero una aplicación inconsistente de sus políticas.

Adjunto también la comunicación que he tenido con el casino, donde indican que la decisión es "definitiva", sin abordar los puntos mencionados anteriormente.

Quedo atenta a cualquier información adicional que necesiten.

Muchas gracias por su ayuda.

Thank you for your response and for clarifying that there was no abusive intent behind the creation of the duplicate accounts. To help us move forward with this complaint, could you please provide further clarification regarding the reasons for creating multiple accounts?

Thank you in advance for your reply.

Thank you for your response.

The additional accounts were created quite some time ago. At that time, I probably tried to register more than once due to access issues, such as forgetting passwords or being unable to log in correctly.

Over time, I completely lost access to those accounts, as I don't have the emails or passwords associated with them, so they were never used.

I want to emphasize that there was no intention whatsoever to create multiple accounts for any purpose other than to gain an advantage. No deposits were made, bonuses were claimed, and no withdrawals were made from those accounts.

The only account I actively used was the account that was later blocked.

I remain attentive to any additional information you may need.

Thank you so much for your help.

Gracias por su respuesta.

Las cuentas adicionales fueron creadas hace bastante tiempo. En ese momento, probablemente intenté registrarme más de una vez debido a problemas de acceso, como olvidar contraseñas o no poder ingresar correctamente.

Con el tiempo, perdí completamente el acceso a esas cuentas, ya que no tengo los correos electrónicos ni las contraseñas asociadas, por lo que nunca fueron utilizadas.

Quiero enfatizar que no hubo ninguna intención de crear múltiples cuentas para obtener ventaja. No se realizaron depósitos, ni se reclamaron bonos, ni se efectuaron retiros desde esas cuentas.

La única cuenta que utilicé activamente fue la cuenta que posteriormente fue bloqueada.

Quedo atenta a cualquier información adicional que necesiten.

Muchas gracias por su ayuda.

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, Peter (peter.c@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,

Attila

Hello there,

Thank you Ayelencarolina for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinarium Casino for their help in resolving this complaint. We would like to know why the player's account was closed and their winnings were confiscated.

Thank you!

Hello, dear Peter and Ayelencarolina

Thank you for reaching out.

After reviewing the case, we can confirm that the ban was applied due to multi-accounting. Multiple accounts associated with the user were identified, which is a violation of section 5.4 of our Terms and Conditions.

As a result, the restriction on the account remains in place in accordance with our platform rules.

We have already sent the relevant proof of misconduct to the Casino Guru team for their review.

Kind regards,

Spinarium Support Team

Thank you for providing me with the information Spinarium Casino representative. I have responded to your email and I await your response!

Dear Ayelencarolina, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Peter,

please check an email inbox, we have answered.

Kind regards,

Spinarium Support Team

Thank you for providing me with the information Spinarium Casino representative. I have responded to your email and I await your response!

Dear Ayelencarolina, I will keep you updated about any new developments. Thank you for your patience during this time!

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 Ayelencarolina,

Since we did not get a reply from the casino, I am forced to close this complaint. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V