Spinanga Casino - プレイヤーの撤退が遅れ、アカウントが禁止されました。

I got banned from spinanga right after i requested the withdrawal of 90 euros, for 9.1 9.3 9.4 from their rules but still they said they would have given me the money on my bank account but still nothing happened after about 3 weeks

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinanga 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 closure of your account and payout of your balance? 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, I replied to you by email, I kindly ask you to take a look

Salve Tomas, le ho risposto via mail, le chiedo gentilmente di dare un’occhiata

?

Thanks for your reply and patience.

I went over the communication you shared via email.

Could you please share the communication regarding the accusations made against you and your discussion with the casino, where the return of your balance was promised?

Send this information to my email at tomas@casino.guru

I apologize for the inconvenience.

Looking forward to your reply.

I attached everything to your email.

Le ho allegato via mail tutto

Dear Giammy888,

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, Martina (martina.b@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

Ok perfect, I'll wait for news!

Ok perfetto, attenderò notizie!

Dear Giammy888,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinanga Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has been banned?

Thank you in advance for providing the information.

Dear Giammy888,

Following your request and after checking the case with the relevant department, we would like to inform you that your account has been closed as part of fraud group.

Please be informed that the account was closed in accordance with the following point of Terms and Conditions:

9.1 : The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

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.

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;
• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

Based on the above, the account was closed, and the winnings have been deducted.

We hope this helps clarify the matter for you.

Kind regards,

Spinanga Casino Team

I read your rules, and they said you'd refund my last deposit. You can also remove my winnings if you deem them "fraudulent," but you must refund my deposit.

Ho letto il vostro regolamento e diceva che voi avreste ridato indietro il mio ultimo deposito eseguito. Potete anche rimuovermi la vincita fatta se per voi è "fraudolenta" ma dovete ridarmi il mio deposito.

Dear Spinanga Casino,

I would kindly like to ask if you could please provide any supporting evidence to my email address martina.b@casino.guru. This will help us review the matter thoroughly and ensure everything is assessed fairly.

Thank you very much in advance for your cooperation.

Actually, it was you who told me that I would receive a refund of 75 euros (my last deposit) but I didn't receive anything at all... if you want I can send you the IBAN eh...

Anzi, veramente siete stati proprio voi a dirmi che avrei ricevuto il rimborso di 75 euro ( il mio ultimi deposito ) ma non ho ricevuta un bel niente… se volete vi rimando l’iban eh…

Dear Martina,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Spinanga Casino Team

Dear Spinanga Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

Thank you for your message.

We would like to inform you that we are currently collecting the requested data. As this requires some technical preparation, we kindly ask for a bit of time.

Thank you for understanding.

Best Regards,

Spinanga Casino Team

Dear Spinanga Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Martina,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Spinanga Casino Team

Dear Martina,

Please review email provided.

Thank you in advance.

Kind regards,

Spinanga Casino Team

Dear Spinanga Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

Please review email provided.

Thank you in advance.

Kind regards,

Spinanga Casino Team

I received the money back from Spinanga; since you are from the same casino family of CasinoLab and Tikitaka, please proceed to sending me also the money LOST from those 2 casinos, ty

Thank you, Giammy888, for confirming and for using the Casino Guru complaint resolution centre. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino.

We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.