Spinit Casino - Igrački nalog je zatvoren.

Hi, I'm having a problem with this casino. My account was blocked for no reason on July 9th, and I'd like to withdraw the remaining funds.

Salve, ho un problema con questo casino. Il 9 Luglio il mio conto è stato bloccato senza motivo e vorrei poter prelevare i fondi rimasti nel mio conto.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinit 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?
• How did you learn about your account being 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

Hi Tomas,

• my account was blocked on July 9th;
• I learned that my account had been blocked because I could no longer log in;
• no, I played my real balance
• I contacted the casino about this but they didn't reply to me

Ciao Tomas,

• il mio conto è stato bloccato il 9 Luglio;
• ho appreso che il mio conto era stato bloccato perché non riuscivo più ad accedere;
• no, ho giocato il mio saldo reale
• ho contattato il casino in merito ma non mi ha risposto

Thanks for your reply.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share screenshots of the error you receive when attempting to log in?
• Could you please share your attempts to contact the casino and any responses you might have received since your last post?
• Send the information to my email at tomas@casino.guru as evidence of the incident or post screenshots here.

Thanks in advance for your cooperation in the matter.

Hi Tomas,

• I played the slot machines
• This is the error I get when I try to log in:
• This is the email I sent to the casino:
  but I haven't received an explanation yet and I'm sure I haven't violated the rules in any way

Ciao Tomas,

• ho giocato alle slot machine
• questo è l'errore che riscontro quando provo ad accedere:
• questa è l'email che ho inviato al casino:
  ma non ho ancora ricevuto una spiegazione e sono sicuro di non aver violato il regolamento in alcun modo

Dear Spaffle,

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, Mirka (miroslava.d@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 Spaffle,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinit Casino representative to join this conversation.

Dear Spinit Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

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 Spaffle,

I am trying to get in touch with the casino outside of this thread. I will notify you, if there are any updates.

Thank you for your patience.

Dear All,

Thank you for bringing this matter to our attention.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Spinit Casino Team

Dear All,

We are writing to inform you that, following a comprehensive review by our administration team, the account has been permanently closed.

Please be advised that this closure is final. As a result, the player will no longer have access to your account, including any associated virtual assets, in-game currency, or progress.

We would like to take this opportunity to remind you of three important points included in our Terms and Conditions, which apply to all users registered on our platform:

9.3 We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.</p>

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:

* immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation.

* permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites.

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

..>>

Kind Regards,

Casinia Casino Team

Dear Spinit Casino,

I have read your communication regarding the closure of my account and the consequent confiscation of the funds present therein.

I formally contest this decision, as I believe I have fully complied with your Terms and Conditions. Specifically:

• I have not used the account for commercial purposes or on behalf of third parties;
• I have not engaged in any fraudulent activity or used unauthorized payment methods;
• I have not collaborated or shared information with other users;
• I used the bonuses in full compliance with the conditions set out, regularly completing the wagering requirements before the funds were converted into real balance.

In light of the above, I ask you to provide a clear, detailed, and specific explanation of the reasons that led to the closure of my account and the confiscation of my balance.

In particular, I ask you to indicate:

• What specific violation of the Terms and Conditions is being contested?
• the precise clause of the Terms and Conditions on which you base your decision;
• what behaviors or transactions would have constituted such a violation.

In the absence of a properly reasoned explanation and concrete evidence to support your decision, I will consider the confiscation of the balance unjustified and reserve the right to submit the case to the competent regulatory authority as well as the relevant dispute resolution bodies.

I await your feedback and a review of the case.

Best regards

Gentile Spinit Casino,

ho preso visione della vostra comunicazione relativa alla chiusura del mio conto e alla conseguente confisca dei fondi presenti sullo stesso.

Contesto formalmente tale decisione, in quanto ritengo di aver rispettato integralmente i vostri Termini e Condizioni. In particolare:

• non ho utilizzato il conto per finalità commerciali né per conto di terzi;
• non ho posto in essere alcuna attività fraudolenta né utilizzato metodi di pagamento non autorizzati;
• non ho collaborato né condiviso informazioni con altri utenti;
• ho utilizzato i bonus nel pieno rispetto delle condizioni previste, completando regolarmente i requisiti di wagering prima che i fondi venissero convertiti in saldo reale.

Alla luce di quanto sopra, vi chiedo di fornire una spiegazione chiara, dettagliata e specifica dei motivi che hanno portato alla chiusura del conto e alla confisca del mio saldo.

In particolare, vi chiedo di indicare:

• quale specifica violazione dei Termini e Condizioni mi viene contestata
• la precisa clausola dei Termini e Condizioni sulla quale basate la vostra decisione;
• quali comportamenti o transazioni avrebbero costituito tale violazione.

In assenza di una spiegazione adeguatamente motivata e di elementi concreti a sostegno della vostra decisione, riterrò la confisca del saldo ingiustificata e mi riservo di sottoporre il caso all'autorità regolatoria competente, nonché agli organismi di risoluzione delle controversie pertinenti.

Resto in attesa di un vostro riscontro e di una revisione del caso.

Cordiali saluti

Dear Mirka,

We are writing to let you know that we have sent you an email. Please check your inbox when you have a moment.

Best regards,

Spinit Casino Team

Dear Spinit Casino,

I replied to your email with request for supporting evidence. Please check your email and provide it at your convenience.

Thank you.

Dear Mirka,

We have requested the additional information you inquired about from the relevant department. Once we receive their response, we will forward the details to you promptly.

Thank you for your patience.

Best regards,

Spinit Casino Team

Dear Spinit Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide requested evidence if needed at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient evidence in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.