Spinwinera Casino - Igrački nalog je zatvoren.

My account has been banned and funds were forfeited after all KYC documents were provided to the KYC team. I played live games and a bit of slots with no bonus. I deposited 20 euro and got up to 69 euro and wanted to withdraw. I was requested to fulfill KYC. I successfully completed proof of address and proof of Identification. After that I was requested a video from my crypto exchange showing my proof of the crypto transaction that I deposited to the casino. After sending the last video,2 days later my account got banned with the excuse: "Your casino account has been closed as a result of an administrative decision following a comprehensive investigation. According to the T&Cs the company reserves the right to close a user's account without any obligation to state the reason or provide prior notice." Could you please help me solve this issue and get my funds? Or at least find out the reason why my account got banned.

Best Regards,

Dicky

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please clarify when exactly you registered your account and when it was closed?
• When did you submit all the KYC documents?
• Have you had any communication with the casino after your account was banned? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps.

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

The documents were provided at different stages. They were requested randomly by staff and provided when requested by them. I created the account around march and it was officially closed 1 day later after I provided the last screen recording with the proof of deposit on the April 7th. There isnt any comunication between me and the casino saved besides the email where I provided them the screen recording. After providing it, they closed my account and got no updates.

Dear D1cky,

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, Michal (michal.k@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,

Kristina

Hello D1cky,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I’ll reach out to the casino team to better understand the circumstances and see if there’s any room for clarification or resolution.

We would like to invite Spinwinera Casino to join the conversation.

Dear Spinwinera Casino,

I acknowledge that it is standard industry practice for casino management to reserve the right to close player accounts at its discretion. At the same time, we would kindly note that any related financial obligations are expected to be settled accordingly.

Measures such as the confiscation or withholding of player winnings are significant in nature and typically have to be supported by clear and substantiated evidence of a potential breach of the casino’s terms and conditions. At this stage, the specific grounds for such action do not appear to have been communicated to the player, which makes it difficult to consider your actions as justified.

We would therefore appreciate your cooperation in providing clarification and any relevant supporting evidence regarding the potential rule violation or other reasonable justification for your decision, so that the matter may be reviewed independently. Kindly forward the relevant information and evidence to michal.k@casino.guru.

Thank you in advance.

Dear D1cky,

In order to assist you further and provide the necessary information, we kindly ask you to provide the email address associated with your casino account. The email address currently provided for your CasinoGuru account does not appear to be linked to any account in our system.

Providing the correct details to help us identify your account will significantly expedite the process.

If you have any additional questions, please do not hesitate to contact us.

Best regards,

Spinwinera Casino

Dear D1cky,

Please provide us with any correspondence you had with the casino team to review which way you have been in touch. Please share it either here in the complaint thread (I will set it as sensitive information) or directly to my email michal.k@casino.guru. This would also confirm your registered email and all personal details as provided for the KYC and/or AML verification.

Dear D1cky,

Thank you for the screenshots. I think I have found the issue; you missed the 0 (zero) in your email when you inserted your casino account details to us.

I believe the casino will now locate your account without issue, and I hope we will be able to clarify the situation.

Dear Spinwinera Casino,

I'm looking forward to your timely response.

Hello Michal,

Thank you for your patience.

We have provided you with an email explaining the case. Please review it at your earliest convenience.

Best regards,

Customer Experience Manager

Thank you for all the information and evidence provided, Spinwinera Casino Team.

Dear D1cky,

Following a review of the information and evidence provided by both parties, I regret to inform you that the casino’s actions appear to be in line with its established policies and applicable Terms and Conditions.

It has been established that the requirement to provide full, accurate, and genuine personal information during account registration was not met by you at the time of creating the account. While it appears that the information was updated/inserted later, it seems this was done only after the winnings were obtained; this does not negate the initial breach of the registration requirements.

While I acknowledge your point that the casino could have communicated the reasoning for its decision in a clearer and more transparent manner, this does not affect the validity or enforceability of the rules agreed to upon account registration.

Providing accurate and truthful personal information remains the responsibility of each individual player. Rules specifying such a requirement can be found in nearly all online casinos.

In light of the above, I must proceed with closing your complaint as Rejected. I understand this may not be the outcome you were hoping for; however, after a careful assessment of the available evidence and in line with the industry standard regulations, we are in alignment with the casino’s decision in this case.

Should you still believe the matter was handled by the casino unfairly, you remain entitled to escalate the complaint to the casino’s licensing authority or the appropriate authority in your jurisdiction. Unfortunately, we are unable to provide further assistance regarding this specific issue, and it will be closed as explained above.

If you encounter any issues with this or any other casino in the future, you are welcome to contact us again, and we will do our best to assist you.

Best regards,

Michal

Casino Guru