Spinight Casino - Igrački račun je zatvoren bez razloga.

Dear Casino Guru Support Team,

I would like to request your assistance and express my deep dissatisfaction with the unjust suspension of my account on the platform. I am a regular user and have never violated any of the terms or conditions presented. Nevertheless, I was suddenly blocked from accessing my account without any explanation or prior notice.

What is most concerning is that I have a balance of approximately R$7,000.00 (seven thousand Brazilian reais) held in my account — an amount earned through legitimate and honest betting activity. Based on current exchange rates, this is equivalent to around USD $1,300.00. If this were a temporary limitation, I would understand — but a complete block, without justification or proper support, is unacceptable and disrespectful to users who trust the platform.

Given this situation, I respectfully request your support to:

Immediately release my funds, which are rightfully mine.

Provide greater transparency and faster processing times for withdrawals, as is standard among other platforms in the market.

If this situation is not resolved urgently, I reserve the right to pursue appropriate legal action.

Dear Luana395,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. To better assist you with this issue, could you please provide us with further details by answering the following questions:

• Did you receive any emails or notifications from the casino regarding the suspension?
• Have you made any successful withdrawals from this casino before?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• Have you passed the full KYC verification?

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

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Good morning I received an email saying that my account has been closed I have already made some withdrawals from this casino many My bets were on football and E-basketball My winnings were not accumulated with no bonus About the verification I did all the verification but they refused my bank statement several times, they just needed to accept my bank statement which is original from the bank

Good morning I received an email saying that my account has been closed I have already made some withdrawals from this casino many My bets were on football and E-basketball My winnings were not accumulated with no bonus About the verification I did all the verification but they refused my bank statement several times, they just needed to accept my bank statement which is original from the bank

Good morning friends

email to me, I'll take a print and send it to you.

Bom dia amigos mandaram um

email pra vou tirar o print e enviar para vocês ,em anexo

Good morning friends

thank you in advance for your attention I hope that together we can solve this problem I count on your help

Bom dia amigos

desde já agradeço pela atenção espero que juntos a gente possa resolver esse problema conto com a ajuda de vocês

Could you please specify why your bank account has not been approved by the casino during the KYC? Please forward me the bank statement that you sent to the casino for verification. Also, kindly send me the communication between you and the casino regarding the verification of your bank statement. My email address is veronika.f@casino.guru. Thank you for your cooperation.

Good morning

they didn't tell me

why they blocked my account I emailed the statement and the prints of the conversation with the attendant there I sent the documentation to the e-mail address that the casino guru requested.

Bom dia

não me disseram o

motivo por qual bloquearam a minha conta mandei por e-mail o extrato e os prints da conversa com o atendente lá veronika.f@casino.guru ,mandei a documentação para esse e-mail que o cassino guru solicitou

No

able to attach here the

bank statement, I was only able to get the prints of the conversation with the spinght attendant here. of the attendant who requested the documentation there, awaiting your response

Nao

consegui anexar aqui o

extrato bancário ,consegui aqui somente os prints da conversa com o atendente da spinght mais mandei o meu extrato bancário para o email veronika.f@casino.guru da atendente de vocês que solicitou a documentação lá ,aguardando resposta de vocês

Thank you very much, Luana395, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello, Luana395!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Spinight Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Hello,

Thank you for bringing this to our attention.

We can confirm that this has been internally escalated as soon as there is an update we will post it here.

Thank you for your patience in the matter.

Kind Regards,

SpiNight Team

Hello,

We have sent a private email to Pavel regarding this case.

Thank you.

Kind Regards,

SpiNight team.

Luana395, I am sorry to inform you that we have received evidence from the casino that confirms that you had used 3rd party funds for depositing into your casino account which is not fair behavior and is not acceptable by us. Therefore, I must reject your complaint.

Respectfully,

Pavel K