賭け条件を満たした後に不当にアカウントが閉鎖され、資金が没収される。

I am writing to file a formal complaint against Spinarium Casino regarding the unfair closure of my account (ID 3877189) and the confiscation of my legitimate winnings (approx. 62,000 CLP).

I started playing with a 100 free spins bonus. I successfully completed the high wagering requirement of 150,000 CLP, actually wagering a total of 398,710 CLP, which turned my balance into real money. To comply with the casino's withdrawal rules, I even made a real money deposit of my own.

When I contacted live support to provide my KYC documents (ID, Selfie, and Proof of Address) to verify my account and withdraw my funds, my account was suddenly and permanently banned. The agent (David) accused me of 'Bonus Hunting' without providing any evidence or specific rule violation.

I want to clarify:

This is my only account; I have no duplicates.

I have not used any software or unfair strategies.

I reached VIP Level 8 through legitimate play.

All my documents are real, unique, and up to date.

It seems the casino is using a generic 'Bonus Hunting' excuse to avoid paying out a legitimate winner. I am attaching screenshots of my wagering history, my deposit, and the chat conversation where I was banned while trying to verify my identity. I request the reinstatement of my account or the full payout of my balance.

I am attaching all my verification documents (KYC), which are fully up to date and clear. I want to emphasize that these documents (ID card, Security Selfie, and Proof of Address) are unique and have never been used or uploaded to any other Spinarium account.

There is no possibility of multi-accounting or identity fraud, as this is my only personal account. Therefore, the ban under the accusation of 'Bonus Hunting' lacks any technical merit and appears to be a tactic to avoid paying my legitimate winnings after I successfully fulfilled a wagering requirement of nearly $400,000 CLP. I demand a manual review of my case, as I have strictly followed all established rules.

I'm sorry for your experience.

Unfortunately, this casino has got a very low safety index, and we are unsure if casinos such as this one will even communicate with our complaint team in order to solve cases like yours.

Please submit your complaint here, and you will be informed about any next steps.

The same thing happened to me with Spinarium Casino.

My account was blocked with the accusation of "Rollback abuse", but I strongly deny this. I did not commit any rollback abuse, I did not use any unfair strategy, and I only created one single account on Spinarium.

In my case, my total balance was BRL 285 including bonus funds, but I am not even requesting the bonus amount or promotional winnings. I am only requesting the return of my own deposited funds: BRL 249, deposited via Pix.

After I contacted Spinarium support asking for an explanation and evidence, they only gave generic responses. First, they said that abusing games or gaining an unfair advantage is against their Terms of Service and that the decision to block my account was final. Then they said: "Sorry, but we do not provide any refunds."

When I asked them to at least provide evidence of the accusation, they replied: "Sorry, but we are not required to provide proof of your ban or disclose any details about our methods, as this may compromise the security of our system."

So, in my opinion, this seems to be a similar pattern: the casino blocks the account, makes a serious accusation, refuses to provide proof, and keeps the player’s funds.

I can provide screenshots of the ban message, the Pix deposit receipt, and the full email conversation with Spinarium support.