Spinarium Casino - A conta do jogador foi encerrada após uma grande vitória.

Hello, I have a problem with this casino.I won a large amount of money and the casino did not pay out my money and blocked my account. I was told by the support that I cheated, that's why they blocked my account.First they wrote me for 5 days that they have broken payout etc and under that they blocked my account.I will send screenshots attached.I even have another person who had the same thing happen to him. Thank you so much for your help. have a nice day

Dear sadpos365,

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

If another player is experiencing the same issue, they are free to submit a complaint on our website as well, and we'll try to assist.

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your winnings in the casino? (which slots, which live games, betting on sports) 
• Did you achieve your winnings with the help of a 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,

Tomas

Hey, thanks for the answer. According to the email, I should be registered from 17.9.2024 and I was banned on 25.10.2024.

The way I found out about the blocking of my account is that I wanted to log in to my account on spinarium to see if they wrote me from support to see if they had already sent me the money as they made the excuse that they had a problem with the payout and it was taking time. and after i logged in i got a screen that my account is blocked as i sent in the attachment. i played pragmatic games and i got the biggest winnings on wanted dead or a wild and i got a video of it and other pictures of how suport made excuses that they have a problem with the counter punch that pays players money. Can I send it to you somewhere ? I didn't use the bonus for winnings.Thanks for the reply !

Thank you very much, sadpos365, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, sadpos365!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you very much. I sent pavel to email all screenshots I have. 

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 Pavel and sadpos365,

We take the integrity and security of our platform with the utmost seriousness. Our Risk Department is committed to ensuring a fair and secure environment for all users, and we have established stringent measures to prevent and address any violations.

During a recent review, our Risk Department identified a violation involving cheating activity that resulted in winnings being credited to your balance. While we understand the desire for transparency, it is critical to note that disclosing specific details of this violation would pose a severe risk to the security of our systems. Revealing such information could compromise our ability to detect and prevent similar incidents in the future.

For this reason, the findings of our investigation must remain confidential. This policy is essential to uphold the integrity of our platform and protect it from further exploitation.

We appreciate your understanding of the importance of these measures. Please be assured that this decision reflects our commitment to maintaining a secure and trustworthy environment for all users.

I have direct videos of how I won screenshots of withdrawals then subsequent conversation with your support who told me for 5 days that you can't pay me money because they have some problem with the provider who pays them

Where can I get you all the evidence Casino Guru please?

Dear Spinarium Casino and sadpos365,

please, kindly send the evidence to my e-mail address pavel.k@casino.guru.

Spinarium Casino, we will not share any evidence with anyone, including the player, so you can be sure that the integrity of your platform will be upheld. We understand how important it is to save platform's vulnerabilities from cheaters.

Dear Pavel, I am sending you a video of how I won and you can see my balance and all the messages where spinarium is making excuses for not paying me the money because they have a problem with their financial provider.

Dear Pavel,

Unfortunately, we are not allowed to share this information with anyone.

interesting that I'm willing to provide all the evidence and spinarium isn't. Thank you, spinarium. You've ruined my life. Karma will catch up with you. That’s lot

of money.

Spinarium Casino, is there any progress on getting the evidence?

Dear Pavel and sadpos365,

We understand the importance of transparency and would be happy to provide the details of the investigation. However, due to our security protocols, we are unable to disclose this information.

Hello, sadpos365!

We have received information form the casino that payment provider you have used is currently conducting investigation into your operations. The problem is that this investigation may take up to 90 days. We cannot hold the complaint opened for that long, therefore, I am forced to close it as unresolved for now. I must note that the casino will not be penalized for it as it is not their fault that the payment provider requires such timeframe for finishing their investigation. I hope for your understanding and thank you for your patience.

Meanwhile, if you will have any questions or new information, you will be able to reach me via my e-mail, as previously: pavel.k@casino.guru.

We have reopened this case because timeframe for the payment provider's investigation has expired. Spinarium Casino, please, let us know what information you have received.

Dear Pavel and sadpos365,

Unfortunately, we haven't received a reply yet. I will ask them for a conclusion once again.

Best regards,

Spinarium Team

The financial provider supposedly had 90 days to review and today it is 92 days, please comment as soon as possible, this is crazy

Hi, Spinarium Team!

Have you received any reply from the payment provider?

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.

I am extending the timer for 7 more days as I reach out to the casino representative via e-mail.

Dear Pavel, thank you very much.

We still need more time on payments provider's side to get to the next steps of this case solution.

Dear sadpos365, we appreciate your patience and understanding and will do our best to solve this case asap.

Best regards,

Spinarium Team

Spinarium ma account is banned 4 months! thats enough! thats not 1. Case with this problem! give me my money!

I am extending the timer for last 7 days as I try once more to check if payment provider has concluded their investigation.

sadpos365, please, note that casino cannot reopen your account as long as your deposits are under investigation, so I ask for a little bit more of your patience.

Dear Pavel,

We appreciate the opportunity to address the concerns raised regarding this case.

As we got the updates from our payment provider, here's a complete situation that we see.

A few days after the player made the payment and received the deposit, we received an updated payment status marking the transaction as 'fraud.' In response, we initiated an internal investigation and requested further clarification from our payment provider. As per their standard procedures, this review unfortunately took over 90 days to complete.

Subsequently, the payment status was updated to 'chargeback,' and the deposit amount that had been preliminarily credited to the player's account was retracted from our end. Given this situation and to mitigate any further risks, we cannot unblock the player's account or release the balance until we receive confirmation of a legitimate and successful payment from the provider.

Should there be any updates on this matter, we will communicate them promptly.

Thank you for your understanding.

Best regards,

Spinarium Team

Thank you, Spinarium Team!

sadpos365, can you confirm that you have charged back your deposit to the casino?

I not confirm back my deposit on casino thats a lie

All right,

then we need to see the statement from the date on which deposit or deposits were made. If there will be no evidence that you have done chargeback in the statement, we would need you to provide us with a transcript or a redirected e-mail or screenshots of your communication with the payment provider where you ask for the status of the deposit transaction and the payment provider confirms that it was not charged back.

Dear sadpos365,

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.

Ok, but i need to know what transaction you want check right? Tell me date transaction you want from me please

The transaction of your deposit to the casino.

i have more deposits

Then all of them.

To your email?

I send you on your email my last deposit

I send you in to your email last deposits from 14 days until i get banned

sadpos365, I have taken a look at statements which you have sent. Unfortunately, we need the full statement which includes all transactions on your bank account from the date of your first deposit. You may need to ask the bank specifically for it.

Meanwhile, Spinarium Casino, can you, please, provide me the full list of player's deposits and mark ones which are flagged as chargebacks?

I send it to your email Pavel full statement from date of the first deposit 🙂.

Thank you!

Could you, please, send similar statements for November, December, January and February, so we can show the casino that the chargeback was not done in any of these months?

I send it to your email right now 🙂