Spinania Casino - A conta do jogador foi encerrada e os ganhos confiscados.

Hi, I've registered at this casino... I made 3 successful deposits.

When I wanted to make a withdrawal request, I was asked for several documents. All of them were verified and accepted, I tried to withdraw again. Then they suspended my account and asked why I had put Norway on the register, since I'm from Portugal. I explained that if I had Norway it was because it had been done automatically, since I had a VPN on when I registered. And then I asked them to alert me because the correct one was Portugal! I sent everything correctly, my documents, everything... and asked them to change my registration error. After a few hours, they closed my account and took my winnings!

Olá, fiz registo neste casino... fiz 3 depósitos com sucesso.

quando quis fazer um pedido de saque, foram-me pedidos vários documentos. Todos eles foram verificados e aceites, voltei a tentar fazer saque. Aí suspenderam a minha conta e perguntaram porque é que eu tinha metido Noruega no registo, uma vez que sou de Portugal. Eu expliquei. que se tivesse Noruega era porque tinha sido de forma automatica, uma que estava com VPN ligada (permite VPN) no momento de registo. E aí pedi que alerassem porque o correto era Portugal! Enviei tudo certinho, os meus documentos, tudo... e pedi que alterassem esse meu erro de registo. Passado umas horas, fecharam-me a conta e ficaram com os meus ganhos!

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Miidelgado,

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

• Could you please advise on the reason you have used a VPN to access the casino?
• Could you please clarify when did you become aware of registering with the incorrect country?
• Additionally, could you please forward your correspondence with the casino? You can reach me at attila.g@casino.guru, or you can attach 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,

Attila

Good morning, I used VPN because I was connected to the VPN. The casino does not forbid VPN. I only realized that I had registered in the wrong country when they told me, after I requested a withdrawal, that I had registered in the wrong country Norway (I can't see that detail in my profile). In my casino profile I can only see my name, email address and cell phone number. The other details are omitted from the player profile. So I don't know if that detail is misplaced, I can't see it. Anyway, I told them I was wrong and to change the country to Portugal.

Bom dia, usei VPN porque estava ligada ao VPN. O casino não proíbe VPN. Só percebi que tinha registado no país errado quando eles me disseram, após ter pedido saque, que tinha feito registo errado no país Noruega (não consigo ver esse detalhe no meu perfil). No meu perfil de casino só consigo ver nome email e n° telemóvel. Os outros dados são omitidos no perfil de jogadores. Portanto não sei se esse detalhe está mal colocado, não consigo ver. De qualquer forma eu disse que estava errado e para mudarem o país para Portugal.

Dear Miidelgado,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Miidelgado,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila

Dear Miidelgado,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru