Spinanga Casino - プレイヤーのアカウントは説明なしに閉鎖されました。

After I reached 4500 euros and requested a withdrawal, the casino asked me to verify my account. After uploading the documents, they told me they were closing my account without the possibility of reopening it, and they returned the 25 euros I deposited. They claim that terms and conditions were broken, even though I reviewed them and didn't violate any.

When I try to get an explanation, they only send automated messages. I can't talk to them, and it seems impossible for me to claim my winnings—this is a scam.

Una vez conseguidos los 4500 euros, y solicitar un retiro, el casino me solicita verificar la cuenta. Después de cargar los documentos, me dicen que cierran la cuenta sin posibilidad de reabrirla, y me devuelven los 25 euros ingresados. Dicen que se han quebrantado los términos y condiciones, cuando yo no he violado ninguno después de revisarlos.

Cuando intento que me den una explicación, solo me mandan mensajes automáticos, no puedo hablar con ellos, veo imposible que pueda cobrar, esto es una estafa.

Dear Marta11,

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 were you a player of the casino and when exactly was your account blocked? 
• Could you please list which documents you submitted for verification?
• 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 the messages from the casino regarding the breach of the terms and conditions? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas