Spinbookie Casino - プレイヤーの資金は没収されました。

Dear All,

I am writing to you to present my case against the Spinbookie bookmaker, as I believe they have arbitrarily confiscated my funds despite me having complied with all their terms and conditions.

Chronology of events:

02/24/2025: I made a successful withdrawal of S/417.

05/31/2025: I made a deposit of S/125. I played normally (winning and losing), but I couldn't withdraw because the minimum withdrawal was S/400 and the payment method had changed to Jeton.

07/01/2025: To be able to withdraw in the future, I created my Jeton Wallet account and made a deposit of S/50 to Spinbookie. Before this deposit, I already had a S/225.68 accumulated balance, so my balance increased to S/275.68.

I played normally, until I reached a balance of S/567.

When I requested my withdrawal, I was asked for ID verification (a selfie with my ID), even though I had already been verified. I complied with the requirement, and the verification was approved.

08/07/2025: I received an email informing me that my withdrawal was canceled and that S/517.40 was removed from my balance due to alleged noncompliance with clauses related to VPN use, false documents, or bonus abuse.

After this arbitrary deduction, they only left S/50 in my account, corresponding to my last deposit, confiscating my entire previous balance.

My discharge:

I have never used a VPN to access the platform.

All my documentation is legitimate and was accepted in the verification process.

I haven't abused bonuses; my balance comes from legitimate deposits and bets.

I played fair, following the rules.

Spinbookie's final response was that its decision was "final" and that its terms were approved by the regulator. However, they provided no concrete evidence to support the allegations, which I consider a violation of my rights as a user.

I request that my case be investigated and the possibility of recovering my funds be evaluated, as they have been unjustifiably withheld.

Sincerely,

J**** V******* C********

DNI: 7*******

Mail: y*******@gmail.com

Estimados,

Me dirijo a ustedes para exponer mi caso contra la casa de apuestas Spinbookie, ya que considero que han confiscado de forma arbitraria mis fondos a pesar de que cumplí con todos sus términos y condiciones.

Cronología de los hechos:

24/02/2025: Realicé un retiro exitoso de S/417.

31/05/2025: Efectué un depósito de S/125. Jugué normalmente (ganando y perdiendo), pero no pude retirar porque el mínimo de retiro era S/400 y el método de pago había cambiado a Jeton.

01/07/2025: Para poder retirar en el futuro, creé mi cuenta en Jeton Wallet y realicé un depósito de S/50 a Spinbookie. Antes de este depósito ya tenía S/225.68 de saldo acumulado, por lo que mi saldo pasó a S/275.68.

Jugué normalmente, hasta alcanzar un saldo de S/567.

Al solicitar mi retiro, me pidieron una verificación de identidad (selfie con documento), a pesar de que ya estaba verificado previamente. Cumplí con el requisito y la verificación fue aprobada.

07/08/2025: Recibí un correo informando que mi retiro fue cancelado y que S/517.40 fueron eliminados de mi saldo por presunto incumplimiento de cláusulas relacionadas con uso de VPN, documentos falsos o abuso de bonos.

Después de esta deducción arbitraria, únicamente dejaron en mi cuenta S/50, correspondientes a mi último depósito, confiscando todo mi saldo anterior.

Mi descargo:

Nunca utilicé VPN para acceder a la plataforma.

Toda mi documentación es legítima y fue aceptada en el proceso de verificación.

No he abusado de bonos; mi saldo proviene de depósitos y apuestas legítimas.

Jugué de forma honesta, cumpliendo las reglas.

La respuesta final de Spinbookie fue que su decisión es "definitiva" y que sus términos están aprobados por el regulador. Sin embargo, no presentaron pruebas concretas de las acusaciones, lo que considero una violación a mis derechos como usuario.

Solicito que se investigue mi caso y se evalúe la posibilidad de recuperar mis fondos, ya que han sido retenidos de manera injustificada.

Atentamente,

Jomar Vergaray Carranza

DNI: 72825222

Correo: yomarcvc@gmail.com

Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem at Spinbookie Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Have you ever opened the casino website connected via public wi-fi networks?
• Could you please advise what documents you provided for KYC?  

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, 

Natalia 

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Natalia,

No one else in my family has an account at Spinbookie Casino, and no one in my household uses it either.

Yes, I remember connecting once using my university's Wi-Fi network.

For the KYC process I sent:

DNI (both sides).

Bank statement.

Later, they asked me for a selfie holding my document.

With these documents I had already made withdrawals normally in the past.

Hola Natalia,

En mi familia nadie más tiene cuenta en Spinbookie Casino, y tampoco hay personas en mi hogar que lo utilicen.

Sí recuerdo haberme conectado alguna vez usando la red Wi-Fi de mi universidad.

Para el proceso KYC envié:

DNI (ambas caras).

Estado de cuenta bancario.

Posteriormente, me solicitaron una selfie sosteniendo mi documento.

Con estos documentos ya había realizado retiros normalmente en el pasado.

Dear player,

Could you please advise which games you focused on - slots, live casino, sports betting, etc.? 

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru?

Thank you in advance.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you yomarcvc67 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinbookie Casino for their help in resolving this complaint. We would like to know why the player's funds were confiscated and what we can do to help resolve this issue.

Thank you!

I deposited several times and managed to accumulate a balance of S/567. All my play was legitimate, with no VPN use, no bonus abuse, and valid documentation (I had already passed pre-verification and again passed the requested verification).

However, on August 7, 2025, I received an email informing them that my withdrawal had been canceled and that S/517.40 had been removed from my account, leaving only S/50 from my last deposit. They claimed breach of terms (VPN, false documents, bonus abuse), but provided no concrete evidence.

I consider this action to constitute an arbitrary confiscation of funds. I request that Casino Guru intervene to force Spinbookie to provide clear evidence for its accusations or, failing that, to return my legitimate balance.

Deposité en varias ocasiones y logré acumular un saldo de S/567. Todo mi juego fue legítimo, sin uso de VPN, sin abuso de bonos y con documentación válida (ya había pasado verificación previa y nuevamente aprobé la verificación solicitada).

Sin embargo, el 07/08/2025 recibí un correo donde informaban que mi retiro fue cancelado y que S/517.40 fueron eliminados de mi cuenta, dejando solo los S/50 de mi último depósito. Alegaron incumplimiento de términos (VPN, documentos falsos, abuso de bonos), pero no presentaron pruebas concretas.

Considero que esta acción constituye una confiscación arbitraria de fondos. Solicito la intervención de Casino Guru para que Spinbookie presente evidencias claras de sus acusaciones o, en su defecto, se me devuelva mi saldo legítimo.

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 all,

We would like to inform you that, following a detailed review of Ms. C*******’s gameplay, which was exclusively in Sports, we concluded that the user repeatedly breached the website’s Terms and Conditions, specifically Term 12.10, which concerns the interference with or disguise of IP addresses used to access our site.

12.10 Website reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if:

i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")

ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active

iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group

iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Website.

Our investigation confirmed that the player accessed her account from multiple different IP addresses, most of which were flagged as proxy IPs with a fraud score of 100 by our IPQS tool, strongly indicating an attempt to disguise her true location and possible connections with other accounts.  

In line with our Terms and Conditions, this constitutes a clear and continuous breach, and the deduction of winnings has been applied accordingly.

Should you require any further clarification, we remain at your disposal to provide additional details.

Best regards,

The Spinbookie Team

Dear All,

Regarding your communication, I want to clarify that I have never used VPNs or proxies to access my account. I connect through three common networks:

My home internet (local provider with dynamic IP).

My cell phone's mobile network when I'm on the street.

My university's network.

These connections, due to their characteristics, can change IP addresses frequently or be shared with other users, which I understand could have caused an erroneous detection on your system.

I reiterate that I always accessed the site from Peru, a country where the use of your platform is permitted, and that at no time did I attempt to hide my location or violate your Terms and Conditions.

I kindly request that you review my case again and reconsider the cancellation of my winnings, as my access was always legitimate.

Estimados,

Respecto a su comunicación, deseo aclarar que nunca he utilizado VPN ni proxys para acceder a mi cuenta. Mi conexión se realiza desde tres redes habituales:

El internet de mi casa (proveedor local con IP dinámica).

La red móvil de mi celular cuando estoy en la calle.

La red de mi universidad.

Estas conexiones, por sus características, pueden cambiar de IP con frecuencia o ser compartidas con otros usuarios, lo cual entiendo que pudo generar una detección errónea en su sistema.

Reitero que siempre accedí desde Perú, país donde el uso de su plataforma está permitido, y que en ningún momento intenté ocultar mi ubicación ni incumplir sus Términos y Condiciones.

Solicito amablemente que revisen nuevamente mi caso y reconsideren la anulación de mis ganancias, ya que mi acceso fue siempre legítimo.

Thank you for the update Spinbookie Casino representative.

While we fully acknowledge the necessity of safeguarding your platform against potential abuse, we respectfully submit that the grounds cited for restricting the player’s account may not constitute sufficient justification for such an action.

With regard to multiple IP usage, we would like to emphasize that an IP address is inherently dynamic and often beyond the direct control of the player. Variations in IP addresses can arise from numerous legitimate factors, including but not limited to the player’s use of different devices, changes in network configurations, mobile connectivity, or the policies of their internet service provider. For this reason, we do not consider the presence of multiple IP addresses to be an adequate or conclusive basis for penalizing a player or restricting their access to their funds.

In view of the above, we respectfully request that a more detailed and thorough investigation be undertaken in order to determine whether the player’s activity produced any tangible or demonstrable unfair advantage that would reasonably justify the blocking of the account.

Finally, we must note that, should it not be possible to reach a fair compromise or resolution, we would be forced to close the complaint as unresolved. Unfortunately, this would negatively affect your rating on our website. It is our preference, of course, to avoid such a result, and we remain hopeful that constructive dialogue will lead to a mutually acceptable resolution.

Thank you in advance for your reconsideration!

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 yomarcvc67, as the casino did not respond, we are forced to close the complaint as unresolved due to insufficient evidence. 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. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

Dear yomarcvc67, after a dicsussion with the team we have decided that due to your complaint being sports betting related we will change the categorization as, unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint.

Thank you for your understanding. We’re truly sorry we couldn’t be of more help in this case. If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Peter