Spinarium Casino - A conta do jogador foi encerrada por suspeita de múltiplas contas.

Hello,

They said i have several accounts but when i asked them tell me my other account email address they told me my friends email account because we sometimes hangout in a same place and now i banned and they dont let me do the kyc to prove my identity and i have only 1 account.

Dear jozsua,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing.

Could you please specify if you and your friend used the same device to log into both of your accounts?

Have you and your friend played with any bonuses?

Has your friend's account been successfully verified?

Have you and your friend played the same games in this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

They said the IP address was the same but he registered the account at his place not at mine.

He didn’t logged in on my devices just came over and connected to the WiFi and maybe this caused the same IP problem.

He got banned for the same reason like me.

Thank you very much, jozsua, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear jozsua,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Spinarium Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Spinarium Casino,

Could you please provide detailed information regarding this case? Specifically, I would appreciate it if you could share the evidence supporting the basis of the player's ban. You may send this information to my email address at jakub.m@casino.guru, or alternatively, you can provide it directly in this thread if you prefer.

Thank you in advance for your response!

Best Regards,

Kubo

Dear jozsua and Kubo,

We have identified five profiles created in just one day. All of these profiles used the quick registration form, meaning we lack essential details such as email addresses or KYC verification. However, four of the profiles used the same promo codes consecutively, and each profile won approximately 10 USD before being abandoned by their creator. The fifth profile, associated with the email address of jozsua, won around 41.55 USD, which is significantly higher than the minimum deposit amount. Only after that, the first deposit was made. This strongly indicates a bonus-hunting scheme at play. Unfortunately, we are noticing a growing frequency of such attempts. As a result, all of these profiles have been banned due to violation of the rule 5.4 (You are only allowed to register one Account with the Service. Accounts are subject to immediate closure if it is found that you have multiple Accounts registered with us. This includes the use of representatives, relatives, associates, affiliates, related parties, connected persons and/or third parties operating on your behalf.) of our Terms and Conditions.

Best regards,

Spinarium Team

Dear Spinarium Casino,

Thank you for the clarification. Could you please share any relevant evidence, including the flags, aside from the date of creation and used promocode, that led to the conclusion that these accounts were created by a single individual? Kindly send the information to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

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 Kubo,

An email has been sent 7 days ago. Please check it.

Best regards,

Spinarium Team

Dear Spinarium Casino,

I apologize for the delay in my response. Unfortunately, due to a high volume of emails over the past few weeks, your messages were unintentionally overlooked.

I have now reviewed the matter and submitted additional inquiries. I look forward to your response at your earliest convenience.

Thank you for your patience and understanding.

Dear Kubo,

A reply has been sent. Thank you.

Best regards,

Spinarium Team

Dear jozsua,

After a thorough review of your case, I would like to share the results of our investigation. Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo