SpinCity Casino - A conta do jogador foi encerrada.

My account was blocked. The funds that were supposed to be withdrawn disappeared, along with the account that held the winnings and the requested withdrawal. The account was deleted.

moje konto zostało zablokowane środki które miały być wypłacone znikły wraz z kontem na którym były wygrane pieniądze I zlecona wypłata środków. Konto zostało usunięte.

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Dear Keya1709,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you pass the verification before you lost access to the account?
• 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

Petra

Thank you for your message. I want to clarify that no one in my household or using the same IP address has created an account at the casino. I was not verified before being blocked, and my winnings were accumulating without an active bonus. I request that you review my case and provide concrete evidence of the alleged violation. I am committed to resolving this matter quickly.

Dziękuję za wiadomość. Chcę wyjaśnić, że nikt z mojego gospodarstwa domowego i nikt używający tego samego adresu IP nie utworzył konta w kasynie. Nie przeszedłem weryfikacji przed zablokowaniem, a moje wygrane były gromadzone bez aktywnego bonusu. Proszę o ponowne przeanalizowanie mojej sprawy i przedstawienie konkretnych dowodów na rzekome naruszenie. Zależy mi na szybkim rozwiązaniu tej sytuacji.

Dear Keya1709,

Thank you for your reply and for providing the previous details.

• Could you please advise which types of games you primarily focused on (e.g., slots, live casino, sports betting, etc.)?
• Which withdrawal method were you using, and was there any specific error message displayed?
• Did you receive any communication from the casino regarding the blocking or deletion of your account?

You may send all relevant documents to: petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.

Dear Keya1709,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Dear Keya1709,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from SpinCity Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear SpinCity Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

The player’s account was closed in accordance with clause 3.1.2 of our Terms and Conditions, which states that each user is permitted to have only one Member Account. Any attempt to create or operate multiple accounts constitutes a violation of this rule.

Following an internal review, it was determined that the player breached this provision by maintaining more than one account. As a result, all associated accounts were subject to closure at the discretion of the casino administration.

In line with the same rule, any bets placed and winnings obtained through accounts involved in such a violation are considered void. Therefore, the confiscated winnings cannot be recognized as legitimate.

Hello everyone,

thank you, SpinCity Casino, for your response and for clarifying the rule that was allegedly violated.

To fairly assess this complaint and verify the claim of multiple accounts, I would kindly ask you to provide concrete evidence that these accounts belong to the same person. For example:

• Device information showing both accounts were accessed from the same device environment, including device fingerprints or MAC addresses.
• Account registration data, such as identical email addresses, phone numbers, or other linked identifiers.
• Any technical logs indicating simultaneous activity patterns that strongly suggest a single owner.

If any of the requested information is sensitive, you may send it directly to my email address as provided in my first message in this complaint thread.

Providing such evidence will allow a proper review and give me a solid basis to understand the situation.

Keya1709, please note that this request is intended to ensure transparency and fairness in evaluating your case. Once SpinCity Casino provides the requested details, we will be able to proceed accordingly.

Dear Samuel,

We are currently in the process of gathering all relevant data that can be evidence of the violation. Now we need some additional time for review. Thank you in advance for understanding!

Hello everyone,

thank you, SpinCity Casino, for the update. I understand that gathering the requested evidence may take some time.

Keya1709, please be assured that I am monitoring the case closely. Once the casino provides the necessary information, we will be able to proceed with a thorough review.

I appreciate everyone’s patience and cooperation while we wait for the follow-up from SpinCity Casino.

Dear Samuel,

Kindly note that an Email with the requested information has been sent. Please check. Thanks

Hello everyone,

thank you, SpinCity Casino, for providing the requested information via email.

Dear Keya1709,

after carefully reviewing the evidence provided by the casino, I would like to share my conclusion.

Based on the internal data, there are multiple strong indicators linking the accounts in question, including matches in IP addresses, device/user agent data, and registration details such as similar email patterns, as well as overlapping personal information (including name and date of birth).

Additionally, it appears that some of the later-created accounts were used to claim no-deposit bonuses, which constitutes a breach of the casino’s Terms and Conditions regarding multiple accounts and bonus abuse.

Given these findings, we consider the casino’s actions to be justified in this case. Creating or operating multiple accounts, especially for the purpose of claiming bonuses, is strictly prohibited across the industry, and casinos are entitled to void winnings obtained in this manner.

For these reasons, this complaint will now be rejected.

I understand this is not the outcome you were hoping for, but based on the evidence available, we are unable to support your claim further.

Thank you for your understanding.