Spinight Casino - A conta do jogador foi fechada inesperadamente.

Hello, the day before yesterday I deposited 31 euros and after wagering the amount about 10 times I requested a withdrawal of 150 euros. Today I saw that my account had been blocked. Support wrote in Live Chat: Thanks for waiting, please kindly note that according to casino administration's decision you are not able anymore to use our services.

I played without a bonus. This was my first deposit on Spinight and I have never played on the site before. They did not request KYC verification.

Hallo, ich habe vorgestern 31 Euro eingezahlt und nachdem ich den Betrag ca. 10x gewettet habe eine Auszahlung von 150 Euro angefordert. Heute habe ich gesehen, dass mein Account gesperrt wurde. Die support schreib dazu in Live Chat: Thanks for waiting, please kindly note that according to casino administration's decision you are not able anymore to use our services.

Ich habe ohne Bonus gespielt. Dies war meine erste Einzahlung auf Spinight und ich habe davor noch nie auf der Seite gespielt. Sie haben keine KYC überprüfung angefordert.

Dear garryjam95,

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.?
• Do I understand correctly that this was the only explanation you received from the casino? If there is any other relevant communication between you and the casino please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Good day,

I played Blackjack and Baccarat, but I don't mean the live version, but rather instant games. Apart from that, I haven't received any further information from the casino so far.

Guten Tag,

ich habe Blackjack und Baccarat gespielt meine ich aber nicht die Live Variante, sondern instant Spiele. Sonst habe ich bis jetzt keine weiteren Informationen von dem Casino erhalten.

Thank you very much, garryjam95, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you garryjam95 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinight Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello,

Thank you for your message.

We can confirm that this has been internally escalated.

When there is an update we will post it here.

Kind regards,

Spinight Team

Dear Paul,

We have sent you an email,

We are waiting for your update. Thank you!

Best regards,

Spinight team

Good day,

I have not received an email or my payout. Furthermore, the account is still blocked.

Guten Tag,

ich habe weder eine Email noch meine Auszahlung erhalten. Außerdem ist der account immer noch gesperrt.

Dear garryjam95, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear garryjam95, I have not received a response to my inquiries from the casino representative. I will give them an additional 7 days to respond. I will keep you updated about any new developments. Thank you for your patience during this time!

Hello,

Thank you so much for your time and patience!

As per checking your case with our relevant department we would like to inform you that your account was closed due to the decision of the administration and it cannot be re-opened. However, we can consider about refunding your deducted balance.

Only if you provide us additional documents required for the verification :-

We need your ID + your selfie holding your ID.

We kindly ask that you send us a photo of your ID for both the side front and back.

It should be a government-recognized ID, e.g. Passport, Driver's license, etc.

All 4 corners of the document must be visible.

Once, the verification is completed.

We can provide you further update accordingly.

Waiting for your documents. Thank you!

Best regards,

Spinight Casino

Hello,

just so we are clear you offer to pay the entire 150 euro withdraw if I send you the documents?

Hello,

Yes, once you upload or share the requested documents and able to clear the verification. Than we can proceed with the refund of your deducted balance amount of 150 EUR.

Once, the verification is completed. We can provide you further update accordingly.

We are still waiting for your documents. Thank you!

Best regards,

Spinight Team

Dear garryjam95,

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.

That pleases me,

you can mark the complaint as resolved.

I'll send the details if I need the money. I don't need the money right now, so I'm still waiting.

If there are any problems with the verification, I will reopen the complaint.

Many thanks to the team here. Without them, this dubious casino would never have been willing to refund the money. It turns out this casino will do anything to avoid paying...

Das freut mich,

sie können die Beschwerde als gelößt markieren.

Ich werde wenn ich das Geld brauchen sollte die Daten senden. Aktuell benötige ich das Geld nicht, daher warte ich noch.

Sollten sich Probleme ergeben mit der Verifizierung werde ich die Beschwerde erneut eröffnen.

Vielen Dank an das Team hier. Ohne sie währe dieses unseriöse Kasino nie bereit gewesen das Geld zurück zu erstatten. Es zeigt sich, dieses Kasino tut alles um nicht zu zahlen...

Hello garryjam95,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear garryjam95,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter