Spinarium Casino - Nalog igrača je zatvoren sa dugom zabranom.

In August I played slots on Spinarium casino, everything was fine deposit worked , games worked atc. But then I won something about 18000 dollars, which was nice, so I immediately started doing KYC with help of people from Spinarium, they were talkative, helpful atc. But when I finished my KYC and started withdrawing my money the banned me for no reason and the ban is set to end in 2032 ... On my account they deleted every messages that we made and I'm still banned.

Dear Mcrakvar,

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. 

• When did you create your account and when was it closed?
• Did you receive any confirmation regarding successful verification?
• Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Thank you for the quick reply, I opened the account this year, I would say at the beginning of June, maybe even earlier, but I don't know exactly. The account was suspended I think on 22/08/2024 and sometime at the end of September the status of the ban changed from temporary to ban until 2032. I still had the registration bonus on at the casino, I think but I don't know for sure anymore, the account has been blocked for quite a long time so there are more things I don't remember. I don't have many conversations because I didn't expect them to delete my previous conversations, I've already sent everything I have.

Best regards, Mcrakvar

Děkuji za rychlou odpověď, účet jsem zakládal tento rok řekl bych že na začátku června, možná i dříve ale nevím to přesně. Účet byl pozastaven myslím 22.8.2024 a někdy koncem září se status banu změnil z dočasného na ban do roku 2032. Měl jsem na kasinu pořád zapnutý bonus za registraci myslím ale to už také nevím jistě , účet už je zablokovaný celkem dlouho tudíž si víc věcí nepamatuji. Konverzací moc nemám jelikož jsem nečekal že mi smažou předchozí konverzace, vše co mám už jsem poslal.

S pozdravem Mcrakvar

Thank you very much, Mcrakvar, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks for help Kristina ...

Hello Mcrakvar,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

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

Dear Spinarium Casino,  

I would appreciate it if you could share any details regarding the ban on the player's account. If this action was taken due to any violations of your policies, I kindly request that you send any relevant information and supporting evidence to my email at michal.k@csino.guru. Thank you for your attention to this matter.

Dear Michal and Mcrakvar,

Thank you for pointing out the situation. I checked all the information regarding this case and will try to describe it here.

At the moment I can see 3 chats with the Mcrakvar. One of these chats contains most of the information regarding the profile blocking. None of them are deleted or hidden. I guess Mcrakvar opened the chat from another browser or device, so the system didn't connect old chats. If I`m mistaken, Mcrakvar, please describe the content of that chat, so I could try to find it.

As for the profile blocking, our Risk department spotted a suspicious bet and froze the profile for checking. Right after that, we sent a request to the game provider to check this bet. Unfortunately, they still didn't reply to us. I understand, that it took much more than 28 days and I do apologize for the delay. Yesterday I sent one more request for this bet to be checked.

Hi , thanks for reply Spinarium ...

The chats that I can't see in my account are containing a lot abou the blocking and even contain my KYC photos atc. I started the chat on my phone and still I can't see it there.

And about the blocking I remember something about that provider thing but I was getting little bit scared because of the time that it's too long ...

Thank you for your reply and the clarification, Spinarium Casino. I look forward to receiving an update from the game provider soon.

Dear Mcrakvar,  

I appreciate your understanding regarding the waiting period, which can indeed be quite frustrating. However, it is standard practice in the industry to verify any suspicious bets with the game provider, a process that can sometimes take longer than anticipated. I recognize that this may not offer the most favorable user experience, but unfortunately, we must await the conclusion of the investigation. I kindly ask for your continued patience, and I remain hopeful that the game provider will share an update shortly.

I understand, so we'll see how it turns out, and for now, thanks for your help

Chápu , uvidíme tedy jak to dopadne a zatím děkuji za pomoc

Dear Spinarium Casino,

Could you please provide us with any updates regarding the ongoing investigation?