SpinJo Casino - A conta do jogador foi encerrada após a vitória.

Hi, I played at Spinjo casino on 1.3.2025 and won €2,961.00. Since then I have tried to verify my account, but they locked my account and haven't responded to my emails for weeks. I would like some help with the situation at the casino, because it seems really strange why they locked my account without any proper justification right after I won. Copied the email they sent me after the win about closing my account.

"Dear Anton,

Your account was closed by the administration's decision. Unfortunately, the decision is final, and your account cannot be reopened.

Please note that account verification is required to process your withdrawal request.

We would like to ask you to upload the following in reply to this email:

1) Proof of payment method(s)

Kindly ask you to upload a bank statement with proof of your last deposit made. Proof of deposit must reflect:

-amount

-date

-merchant's name

-sender's name + IBAN is one statement.

2) Please upload a selfie with ID into the Verification tab. The selfie with the ID must be taken the way it's obvious that your own arm is holding your ID. Note that all information must be clearly visible. Your hand holding these documents should also be visible.

Best regards,

Spinjo Casino Support"

Hei, pelasin Spinjo casinolla 1.3.2025 ja voitin 2 961,00 € suuruisen summan. Siitä lähtien olen koittanut hoitaa tilini vahvistusta, mutta he laittoivat tilini lukkoon ja eivät ole enää viikkoihin vastannut sähköposteihini. Tarvitsisin apua tilanteen kanssa kasinolla, koska tämä vaikuttaa todella oudolta miksi edes lukitsivat tilini ilman mitään kunnon perusteluita heti voittoni jälkeen. Kopioituna sähköposti minkä he lähettivät minulle voiton jälkeen tilini sulkemisesta.

"Dear Anton,

Your account was closed by the administration's decision. Unfortunately, the decision is final, and your account cannot be reopened.

Please, note that the account verification is required to process your withdrawal request.

We would like to ask you to upload the following in reply to this email:

1) Proof of payment method(s)

Kindly ask you to upload a bank statement with proof of your last deposit made. Proof of deposit must reflect:

-amount

-date

-merchant's name

-sender's name + IBAN on one statement.

2) Please upload a selfie with ID into the Verification tab. The selfie with the ID must be taken the way it's obvious that your own arm is holding your ID. Note that all information must be clearly visible. Your hand holding these documents should also be visible.

Best regards,

Spinjo Casino Support"

Hello Doomedoome,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SpinJo Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Doomedoome,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.