Spinational Casino - A conta do jogador foi encerrada e o saque cancelado.

Hello, my account was blocked over a month ago with a pending withdrawal. I would like my withdrawal and remaining balance paid out. My withdrawal was requested on January 28th.

On March 12th, I asked for information on when they would approve my withdrawal, they responded with this email in which they asked me for the documents:

I sent all the requested documents and the casino told me that I would have updates as soon as possible:

Too bad I haven't received any updates. My withdrawal was canceled on April 7th (I assume it's automatic because it's been a long time since I requested it). I emailed them again for more information, but they haven't even responded to this date.

I hope you can help me make sense of this mess.

Salve, il mio conto è stato bloccato più di un mese fa con un prelievo in corso. Vorrei che il mio prelievo e il mio saldo residuo mi vengano pagati. Il mio prelievo è stato richiesto il 28 Gennaio.

Il 12 Marzo ho chiesto informazioni su quando mi avrebbero approvato il prelievo, loro mi hanno risposto con questa email in cui mi chiedevano i documenti:

Io ho inviato tutti i documenti richiesti e il casino mi ha detto che avrei avuto aggiornamenti appena possibile:

Peccato che non ho ricevuto nessun aggiornamento, il 7 Aprile il mio prelievo è stato annullato (suppongo che sia una cosa automatica perché è passato tanto tempo da quando l'ho richiesto) ho chiesto di nuovo informazioni via email ma ad oggi non hanno nemmeno risposto.

Spero possiate aiutarmi a far ragionare questo casino.

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 Spaffle,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Did you accumulate your winnings with or without an active bonus?

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

Hello Attila,

• I played the casino slots
• Yes, I contacted support and attached the screenshots in the first post. Unfortunately, after sending the requested documents, they didn't give me any updates.
• I accumulated the winnings without bonuses

Ciao Attila,

• ho giocato alle slot del casino
• si ho contattato l'assistenza e ho allegato gli screenshot nel primo post, peccato che dopo aver inviato i documenti richiesti non mi hanno più dato nessun aggiornamento
• ho accumulato le vincite senza bonus

Thank you for your response. Could you please forward the documents you provided to the casino? You can send the documents to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hi Attila, they asked me for these documents:

And I sent them all to him on March 12th:

I have had no further updates from support after that day.

Ciao Attila, loro mi hanno chiesto questi documenti:

E io glieli ho inviati tutti in data 12 Marzo:

Non ho avuto ulteriori aggiornamenti dall'assistenza dopo quel giorno.

Thank you for your reply. Could you please forward the documents you provided to the casino for verification? You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

The documents I sent to the casino are:

• ID front and back
• Selfie with ID
• Selfie with ID and their website in background

I have sent the documents in March 12th but I haven't had any updates from them.

Thank you for your response. I'm very sorry but you haven't provided the documents requested in my previous message. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further.

Thank you very much in advance for your reply.

Maybe I didn't understand.

Do you want me to send you the documents I sent to the casino? They're personal documents like an ID card and a selfie with a photo ID...

Forse non ho capito.

Vuoi che invio a te i documenti che ho inviato al casino? Sono documenti personali come carta d'identità e selfie con documento...

Dear Spaffle,

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, Martina (martina.b@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,

Attila

Dear Spaffle,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinational Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Spinational Casino

Dear Spinational Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Spaffle,

Thank you for the documents provided; we are pleased to inform you that they have been successfully verified.

We have sent you a private message requesting your bank details so we can release the remaining balance of

84 EUR.

Thank you all for your patience and cooperation.

Best Regards,

Spinational Casino Team

I responded by providing the bank details needed to complete the payment of the remaining balance.

Ho risposto fornendo i dati bancari necessari per completare il pagamento del saldo rimanente.

Thank you Spinational Casino Team, do the good news!

Dear Spaffle

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Today the casino finally paid out my remaining balance.

Oggi il casino ha finalmente pagato il mio saldo rimanente.

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

Dear Spaffle,

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,

Martina