Spinit Casino - Račun igrača je zatvoren, a sredstva otkazana.

So I deposited 1500€ on this casino, played some games and requested 2 withdrawals of 750 and 713 euros and the first one I got no problem on my crypto account while the second one they cancelled and my account got closed, I cannot access it or anything so I went on support and they ghosted me. I want my money back.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Dear Marin03,

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 fully understand the situation.

• Could you please confirm if your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hi,

So what do You mean by account fully verified? They never asked for my KYC or anything ever if thats what You mean?

I did not play with bonus no.

I had my account for few about a month. And they blocked it on may 26th.

best regards,

Marin

Hello Marin03,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, Marin03.

Could you please let me know what genre did you play to accumulate your current balance in the casino? (slots, live games, betting on sports).

Have you reached out to the casino the reason for your blocked account? Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru?

If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Marin03,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

So I played claw, slots, aviator maybe even some thing else I dont really remember anymore. I did try to contact this casino via their live chat the agent said that account got blocked and that I should contact them via email. I did contact them and nobody answered anything there.... I dont know where the issue is. I will send You the mails that I sent to the support.

Dear Marin03,

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, Kubo, (jakub.m@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,

Jean