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

I hereby file a complaint against Spinsino for withholding my balance of approximately €3,000.

My account was registered under my real name and with correct details [email removed by casino.guru admin]. The account has been fully verified. All deposits have been accepted by the casino and a withdrawal of €700 has already been successfully processed.

I never used a bonus.

After playing for a while longer, my balance reached approximately €3,000. On January 31st, my account was suddenly closed and my entire remaining balance was retained.

The only reason given was a general "violation of the terms and conditions", without a specific clause, evidence or comprehensible explanation.

Since February 2026, I have sent over 50 emails from my registered email address and have received no reply.

Due to this lack of communication, I attempted to contact support via a different email address (email removed by casino.guru admin) solely to obtain a response. This email address was not used to operate another gaming account or to gain any advantage.

I only used one account for gaming.

I am prepared to provide all necessary evidence and to fully cooperate.

I request:

- Clear specification of the allegedly violated terms and conditions clause

- Proof of the alleged violation

- Payout of my withheld balance

The casino's behavior seems opaque and unfair to me, especially since deposits have been accepted and a withdrawal has already been processed.

Ich reiche hiermit eine Beschwerde gegen Spinsino wegen der Einbehaltung meines Guthabens in Höhe von ca. 3.000€ ein.

Mein Konto wurde unter meinem echten Namen und mit korrekten Daten registriert [email removed by casino.guru admin]. Das Konto wurde vollständig verifiziert. Alle Einzahlungen wurden vom Casino akzeptiert und eine Auszahlung in Höhe von 700€ wurde bereits erfolgreich durchgeführt.

Ich habe zu keinem Zeitpunkt einen Bonus genutzt.

Nach weiterem Spielen erreichte mein Guthaben etwa 3.000€. Am 31.01 wurde mein Konto plötzlich geschlossen und mein gesamtes Restguthaben einbehalten.

Als Begründung wurde lediglich ein allgemeiner „Verstoß gegen die AGB" genannt, ohne eine konkrete Klausel, Beweise oder nachvollziehbare Erklärung.

Seit Februar 2026 habe ich über 50 E-Mails von meiner registrierten E-Mail-Adresse gesendet und keine Antwort erhalten.

Aufgrund dieser fehlenden Kommunikation habe ich versucht, den Support über eine andere E-Mail-Adresse zu kontaktieren (email removed by casino.guru admin), ausschließlich um eine Antwort zu erhalten. Diese E-Mail wurde nicht verwendet, um ein weiteres Spielkonto zu betreiben oder irgendeinen Vorteil zu erlangen.

Ich habe nur ein einziges Konto für das Spielen genutzt.

Ich bin bereit, alle erforderlichen Nachweise vorzulegen und vollständig zu kooperieren.

Ich bitte um:

- Klare Angabe der angeblich verletzten AGB-Klausel

- Nachweis des behaupteten Verstoßes

- Auszahlung meines einbehaltenen Guthabens

Das Verhalten des Casinos wirkt für mich intransparent und unfair, insbesondere da Einzahlungen akzeptiert und eine Auszahlung bereits durchgeführt wurden.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinsino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• When have you passed account verification? Which documents were you asked to provide during the process?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post 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,

Tomas

Hello Tomas,

Thank you for your message.

I will gladly answer your questions:

I have been playing at the casino since June 2025. My first withdrawal of €900 was made on June 8, 2025 (see attachment). My account was suddenly blocked on January 31, 2026.

I played exclusively live roulette.

My account has been fully verified. I have submitted all requested documents (e.g., ID and proof of address, if applicable). The casino has confirmed the verification, as withdrawals have already been successfully processed.

It's also important to note: Smaller withdrawals were never a problem; they were always paid out. On January 30, 2026, I deposited €1,000 and turned it into approximately €3,000. Shortly afterward, my account was blocked and the withdrawal was refused.

I am sending you all available evidence as an attachment, including my communication with the casino. Unfortunately, despite multiple attempts to contact them, I have not received any concrete information regarding the allegations.

Thank you for your support.

I sent all the evidence via email. Thank you very much.

Best regards

Ahmed

Hallo Tomas,

vielen Dank für Ihre Nachricht.

Gerne beantworte ich Ihre Fragen:

Ich spiele seit 06/2025 im Casino. Meine erste Auszahlung in Höhe von 900 € erfolgte am 08.06.2025 (siehe Anhang). Mein Konto wurde am 31.01.2026 plötzlich gesperrt.

Ich habe ausschließlich Live-Roulette gespielt.

Mein Konto wurde vollständig verifiziert. Ich habe alle angeforderten Dokumente eingereicht (z. B. Ausweis und ggf. Adressnachweis). Die Verifizierung wurde vom Casino bestätigt, da bereits Auszahlungen erfolgreich durchgeführt wurden.

Wichtig ist auch: Bei kleineren Auszahlungen gab es nie Probleme, diese wurden immer ausgezahlt. Am 30.01.2026 habe ich 1.000 € eingezahlt und daraus etwa 3.000 € gemacht. Kurz danach wurde mein Konto gesperrt und die Auszahlung verweigert.

Ich sende Ihnen alle verfügbaren Nachweise im Anhang, einschließlich meiner Kommunikation mit dem Casino. Leider habe ich trotz mehrfacher Kontaktversuche keine konkreten Informationen zu den Vorwürfen erhalten.

Vielen Dank für Ihre Unterstützung.

Ich habe alle beweise Peer E-mail geschickt Vielen dank

Mit freundlichen Grüßen

Achmet

Dear Salimachmet24,

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, Michal (michal.k@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,

Tomas

Hello Salimachmet24,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Spinsino Casino to join the conversation.

Dear Spinsino Casino,

We would appreciate more details regarding the player's actions that were considered "violation of the terms and conditions", as was communicated to the player.

I kindly request detailed information, including any relevant documentation, regarding the player's actions that resulted in this outcome.

If such information and evidence cannot be made public, I would be grateful if you could send it directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Salimachmet24,

I have tried to contact the casino repeatedly but, have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.

Although according to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As Spinsino Casino has not engaged or responded within our own dispute resolution process as an alternative dispute mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

Best regards,

Michal

Casino Guru