Spinight Casino - プレイヤーの出金リクエストが遅れています。

Guys I really need your help. I did a deposit in Spinight and did two withdrawals that got cancelled hours after. I only did checked my email today and both withdrawals were cancelled. I did one for 500€ day 7 of January and one for 914€ in day 8 of January.

I went into my account and saw that it is under review... so i can't request another withdrawal. I need your help.

Didn't have to do any KYC and my account was verified I checked that.

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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?

• Do I understand correctly that you are unable to log into your casino account?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• 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

Yeah im unable to enter in my account.

I didnt use any bonus and I only played in casino.

I already now that they will not open my account again since I've already read some cases in the forum. They can keep my account blocked but im entitled to refund from them on term clause 3.7 and 9.4 which state that they need to refund the last deposit.

Already entered in contact with them by email. I will wait another week to see if they answer accordingly.

Thank you very much for your reply, askmagia. Have you received any explanation regarding the blocked account? 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.

I got no explanation. Already upload here some screenshots but I can send to your email

Email already sent to you with all the information Kristina.

Thanks

I have sent a cooperative follow-up email to the casino acknowledging their position, accepting the account closure and voided winnings, and respectfully requesting discretionary consideration for a refund of the original deposit under Clause 9.4. I am currently awaiting their response.

Thank you, Kristina.

To clarify, I am not disputing the casino’s decision to close my account. My complaint relates solely to the cancellation of my approved withdrawals and the confiscation of the remaining balance without a specific breach of the Terms and Conditions being identified.

I completed wagering without an active bonus and have not received any explanation beyond general references to internal procedures. I am therefore seeking clarification on the basis for withholding the deposited funds.

I appreciate your assistance.

Dear askmagia,

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, Mirka (miroslava.d@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

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spinight Casino representative to join this conversation.

Dear Spinight Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

Thank you for bringing this matter to our attention.

We would like to confirm that the case has been internally escalated to the relevant teams for a thorough review.

At this stage, the investigation is ongoing.

Once we receive an update or a final resolution, we will post it here promptly and keep all parties informed.

Thank you for your patience and understanding while we work to resolve this matter.

Kind Regards,

SpiNight Team

Hello,

We would like to inform you that we have sent an email to you attached with evidences.

Related to the evidences we have shared, we also wish to bring to your attention to the following aspects of the General Terms and Conditions, which the player had acknowledged upon the creation of his account on our website:

3.9 :- We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

4.1 :- By opening an account on our Website and by using our Website you warrant that:

you are acting on your own behalf;

all data and information that you have provided when registering at our Website is true and real and you will continue updating this information in case of any changes;

you are not using monetary funds that you have received in an illegal way or from illegal sources;

the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

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;

Consequently, in accordance with the previously mentioned article, we would like to reiterate that a refund or any kind of compensation is not available for your account.

We trust that this information will assist in clarifying the matter for you.

Our team extends its best wishes for your future endeavors.

Warm regards,

Spinight Casino team

Dear player,

I've received evidence, you used third-party payment methods to deposit into the casino. Unfortunately, that is against our Fair Gambling Codex for Players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can often be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

If you wish to enjoy online gambling in the future without issues, I would recommend you use your payment method in your name exclusively, such as your bank account.

Thank you very much in advance for your understanding.

Best regards,

Mirka