SpinsUp Casino - A conta do jogador foi encerrada.

The casino has blocked my account and my withdrawal is pending. In chat they tell me that I cannot receive any reason for this choice. They took my money without any problems for deposits. Now they block everything so as not to pay the winnings.

Il casino ha bloccato il mio account e il mio prelievo è in sospeso. In chat mi dicono che non posso ricevere alcuna motivazione per questa scelta. Hanno preso i miei soldi senza problemi per i depositi. Ora bloccano tutto per non pagare la vincita.

Dear balducci,

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.?
• 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Kristina,

I only played slots without any bonus made plus deposits between €20 and €30 (for a total of about €170) all of which went well.

When I accumulated a winnings of about €200 I decided to withdraw and there I noticed the suspension message. I did not receive any email so I contacted the support in chat (who responded after 20 minutes of waiting) telling me that the decision had been made by the administration and I could not receive information about it.

The operator also asked me not to proceed with the verification (I have the chat transcript) for now.

I have checked all the terms and conditions and have not violated any rules.

It's really strange that as soon as you withdraw money they block you, don't you think?

Thank you

Gentile Kristina,

Ho giocato solo alle slot senza nessun bonus effettuato più depositi tra i 20 e 30€ (per un totale di circa 170€) andati tutti a buon fine.

Quando ho accumulato una vincita di 200€ circa ho deciso di ritirare e li ho notato il messaggio di sospensione. Non ho ricevuto nessuna mail pertanto ho contattato il supporto in chat (che ha risposto dopo 20 minuti di attesa) dicendomi che la decisione era stata presa dall'amministrazione e non potevo ricevere informazioni al riguardo.

L'operatore inoltre mi ha chiesto di non procedere con la verifica (Ho il transcript della chat) per ora.

Ho controllato tutti i termini e condizioni e non ho violato alcuna norma.

È davvero strano che appena prelevi ti bloccano, non trovi?

Grazie

Hi Kristina, updates:

I tried to log in and without any warning my account was deactivated and my winnings were confiscated by the casino. The screenshot of the withdrawal is from this morning.

Ciao Kristina, aggiornamenti:

Ho provato ad accedere e senza nessun preavviso il mio account è stato disattivato e sono state quindi confiscate le mie vincite dal casino. Lo screenshot del prelievo è di stamattina.

Now there are two ways, either the casino refunds my deposits as soon as possible or pays me my winnings. Without warning, without reason.

A real scam!

Ora ci sono due strade, o il casinò mi rimborsa dei depositi effettuati quanto prima o mi paga le mie vincite. Senza preavviso, senza motivazioni.

Una truffa vera e propria!

Thank you very much for your reply, balducci. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina, I sent you an email with some Chat transcripts. As I said my account is not reachable, it's been 6 days and the casino refuses to pay me. They give me a different excuse every day..

Ciao Kristina, ti ho inviato una mail con delle Chat transcript. Come ti dicevo il mio account non è raggiungibile, sono passati 6 giorni e il casino si rifiuta di pagarmi. Mi fornisce ogni giorno una scusa diversa..

I also sent you today's chat transcript

Ti ho inviato anche il chat transcript di oggi

I received a payment of €177.50 yesterday, which is my deposits. Where is the change?

Ho ricevuto ieri un pagamento di €177,50 ossia i miei depositi. Dov'è il resto?

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

I would now like to ask SpinsUp 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!

Hi Peter,

Thank you for reaching out.

Following our review, we discovered that this account was closed due to being identified as a duplicate account, which is not allowed under our terms. All deposits were fully refunded in line with our usual procedures. Unfortunately, the account cannot be reopened.

We understand this may be disappointing for the player. If you have any questions or need further clarification, please feel free to reach out.

Kind regards,

The SpinsUp Team

Thank you for the update SpinsUp Casino representative. Would it be possible to provide me with evidence of duplicate accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Good Morning Peter,

Evidence of duplicate account sent to you by Email just now.

Kind Regards

The SpinsUp Team

Thank you for providing me with the information SpinsUp Casino representative. 

Dear balducci, the casino has provided me with evidence that you have previously opened an account at the casino in 2024 and have self-excluded from it. While we think casinos should implement ways to prohibit players from registering again if they self-excluded, we believe that returning your deposits and closing your account is a fair resolution to the complaint. Due to that reason, your complaint will be rejected. Thank you for your understanding.

Kind regards,

Peter