Spin Casino - プレイヤーのアカウントは閉鎖され、資金は没収されました。

I am submitting a complaint against Spin Casino regarding the unjust closure of my account and confiscation of my funds.

I deposited my own money and played normally on the platform. After playing, I accumulated winnings and requested a withdrawal of approximately 92,400 CLP.

Shortly after requesting the withdrawal, I lost access to my account and was unable to log in. When I contacted customer support, I was informed that my account had been closed under section 10.17 of their Terms and Conditions.

However, no specific clause (i–xiv) was identified, and no explanation or evidence was provided.

I asked the support team to clarify which rule I had violated and to provide proof, but they refused and closed the chat, stating that the decision was final.

According to their Terms and Conditions, confiscation of funds should only apply in specific cases such as fraud, multiple accounts, or misuse of bonuses. I did not engage in any of these:

- I used my real identity and payment methods

- I did not create multiple accounts

- I did not provide false information

- I did not engage in fraudulent activity

I also have proof of my withdrawal request and communication with support.

This appears to be an unfair and unjustified confiscation of my funds.

I respectfully request:

1. A full investigation

2. A clear explanation of any alleged violation

3. The return of my funds

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.

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 tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

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

Best regards,

Kristina

Hello Kristina,

Thank you for your response and for reviewing my case.

1. I mainly played blackjack (live casino). I did not use any automated systems, bots, or strategies intended to exploit the platform. My gameplay was normal and manual at all times.

2. I had not been asked to complete verification (KYC) prior to losing access to my account. At no point was I given the opportunity to verify my account before it was closed.

3. My balance consisted primarily of my own deposited funds and legitimate winnings from gameplay. I did not rely on any active bonus to generate these winnings.

I would also like to emphasize that the casino has not provided any specific reason, evidence, or exact clause that I allegedly violated.

I am fully willing to cooperate and provide any additional information if required.

Thank you for your assistance.

Thank you very much for your reply, RealSlimKc. Could you please forward all relevant correspondence between you and the casino to kristina.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.

Hello Kristina,

Thank you for your response.

I have sent all the relevant correspondence between me and the casino to your email (kristina.s@casino.guru

), including all the information I currently have.

Please let me know if anything else is required from my side. I will be happy to provide any additional details if needed.

Thank you for your time and assistance.

Dear RealSlimKc,

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 RealSlimKc,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will continue the dialogue with the casino to gain further insight into this issue and to explore how I might be able to assist.

We would also like to invite Spin Casino to participate in this discussion.

Dear Spin Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

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 RealSlimKc,

While I did received a response from the casino, however, they only informed me that they don't deal with the players' complaints on forums or 3rd party sites, and the players are advised to contact their support team. I understand you have already done that, but I’m afraid there is not much that can be achieved without cooperation from the casino team side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1), and submit a complaint to them. The next step would be contacting the Alderney Gambling Control Commission (https://www.gamblingcontrol.org/player-complaints/submit-a-complaint) and submitting a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. 

Best regards,

Michal

Casino Guru