Hello, very informative and appreciated.
Perhaps you would like to add one more step into the plan and submit what you have available to our Data/Complaint Team through a complaint request. Just so you know, this is also possible: https://casino.guru/complaints/create
This method can directly influence the casino Safety Index, and I believe it is worth the effort.
As a verified VIP player, I raised serious concerns with Spinanga regarding their procedures — in particular, delayed KYC verification and potential breaches of AML regulations.
In response, my account was permanently blocked without prior notice or explanation. Live chat confirmed it was an "administrative decision" with no option to reopen the account.
Instead of a proper response, I received generic messages where the casino referred to their Terms & Conditions, ignoring the actual allegations and EU legal requirements.
Therefore, I am starting to publish the documentation of this case, which includes:
a timeline of events,
evidence materials,
legal analysis of violations,
and descriptions of practices used against players.
🔍 All materials will be progressively shared here:
👉 https://spinangacase.wordpress.com
I warn other players — before you register or deposit funds with Spinanga, get to know the details of this case.
Transparency, fairness, and respect towards players should be a basic standard — sadly, they are missing here.
May I ask you to describe in your own words to us what exactly happened there, please?
So, you played at this casino, and when you wanted to withdraw, they blocked your account. Is that right?
No explanation was provided; they just sent the terms. Right?
Could you tell us when exactly this happened?
Perhaps our complaint team could help here, you know. 🤷♀️
Thank you for your continued engagement.
Just to clarify a few key points:
I initially submitted a complaint to Casino Guru, but it was rejected due to the fact that I did not indicate a specific disputed amount. That’s because Spinanga did not block any pending withdrawal or balance — instead, I submitted a formal claim related to serious AML (Anti-Money Laundering) violations, such as accepting large deposits for months without any KYC or source of funds verification.
In retaliation for raising these issues, my account was suddenly closed — without warning, without explanation, and with no email informing me of the closure or any alleged breach on my part. I only found out via live chat that it was an "administrative decision" and that the account cannot be reopened. This raises major transparency and procedural concerns.
The matter goes beyond a simple withdrawal dispute — it’s about systemic failures in regulatory compliance, which I believe should concern not just players, but also Casino Guru as a platform promoting fair and safe gambling.
Thanks again for your attention. I am happy to provide further evidence and timelines if needed.
🔗 All related documentation is being published here:
👉 https://spinangacase.wordpress.com
Thank you for your time and for coming to our forum to inform everyone.
Unfortunately, in such a case, our complaint team is unable to do much, as this falls under the licensing authority, which should control it.
If it is possible, you should try to contact exactly them regarding issues like such.
Thank you for your response.
My goal is to protect other players and raise awareness about the problem. I will continue to fight for justice – not only for myself, but for everyone who might be affected by similar situations. I believe it’s important to speak out and expose such practices publicly.
Good on you.
Hi everyone,
I’ve been documenting a serious case involving Spinanga Casino.
For months, they accepted deposits without proper KYC or AML procedures.
When I submitted an official complaint regarding potential AML violations and requested clarification, my account was blocked immediately and without explanation.
No investigation. No phone call.
Just a short message via live chat:
"Your account was closed by administrative decision. No further details."
I’ve decided to publish everything publicly to raise awareness and help others who may face the same treatment.
Full documentation (screenshots, chat logs, timeline, formal request):
https://spinangacase.wordpress.com
This is not a personal rant — it’s a record.
Because silence is what they count on.
And this time, they’re not getting it.
If anyone has had a similar experience — with this or any other brand — feel free to connect.
We’re stronger when the facts are public.
I saw you already mentioned the situation and tried to raise a complaint with my colleagues, unfortunately, it didn’t make it through. I’m sorry to hear that.
Let me be honest with you: casinos, like most companies, technically have the right to close any account without an active balance at any time, without providing a reason. I know that sounds like a get-out-of-jail-free card (and I don’t like using that phrase either), but it is what it is. If no specific reason was given, chances are the casino had made up its mind and simply didn’t want to maintain a relationship with you as a customer. That’s tough, I get it.
You said you're planning to publish all your communication and records. Out of curiosity, what exactly do you have available?
I noticed this line in your public statement: "When I raised AML concerns, your response wasn’t investigation. It was termination." Just to clarify, are you saying you suspected the casino of breaching AML rules and raised this with them? If this is the case, I can understand why they might have promptly terminated the relationship. Alleging AML violations is serious. And from the casino’s perspective, it may have felt like a no-win situation. How are they supposed to disprove something like that in back-and-forth messages?
That said, I could still be completely off in my reading of the situation. If I missed something, feel free to fill in the blanks. Thanks!
Thank you for your thoughtful message.
Yes, I raised serious concerns regarding AML violations by Spinanga Casino based on facts and a clear timeline. Their response was not an internal review or a request for clarification, but immediate account termination without explanation.
The issues I raised included delayed KYC, lack of source of funds checks (SOF), and transactional behavior inconsistent with EU AML directives and FATF recommendations. Instead of addressing these concerns, they responded with silence and shutdown.
I understand this may be uncomfortable from the casino’s perspective. But if everything had truly been in compliance, the natural response would have been dialogue - not erasure.
The full documentation, including screenshots, dates, and original materials, is now available publicly:
https://spinangacase.wordpress.com
I believe players and regulators deserve full transparency and silence in the face of serious questions should never be the industry standard.
Hi again,
I see you’re fighting for more transparency, and I respect that.
Just to keep things grounded: casino teams, especially when it comes to sensitive topics like AML, don’t always have the time or capacity to engage in long back-and-forths. I've seen that so many times. It also depends a lot on how the issue was raised. Just another thing worth consideration.
So while I do understand your frustration and the principles you’re standing on, I can also understand why the casino might have decided to walk away from the dialogue entirely. That’s not the ideal scenario, but it’s also not unusual in this industry.
From what I understand, there was no financial loss involved, and it seems clear that your trust in the casino was already gone. So in a way, this outcome might have been inevitable. That’s why I’m not entirely sure what the goal of this "post-game afterparty" really is.
Still, if publishing your case helps others or leads to something useful, fair enough. Just wanted to add this perspective. I genuinely hope you’ll find the answers or outcomes you’re looking for. Thanks for shedding light on your side of the story. 👍
Thank you for your perspective though I must respectfully disagree.
This isn’t an "afterparty." It’s a real time documentation of practices that put players’ financial safety at risk globally.
When you say casino teams don’t have time for extended AML conversations, let me be clear: this is not optional.
It is an international obligation based on EU directives and FATF recommendations to verify the source of funds before accepting large deposits.
Failing to do so is not a matter of capacity it’s a breach of responsibility, with potential legal implications.
The casino in question accepted hundreds of thousands over months without performing AML checks. Only after I raised concerns did they go silent then closed the account, without reason, without explanation, without even asking for clarification.
No, this was not "inevitable." It was a strategic decision to avoid accountability, hoping the player would walk away.
What makes it worse is that this behavior is possible because of licenses like the one from Anjouan, Comoros. These licenses don’t protect players they protect casinos.
They enable them to bypass regulatory obligations they could never avoid in jurisdictions like the EU or UK. This is a false pretense of legality and it’s the players who pay the price.
So if you're asking, "what’s the point of this post-game afterparty?"
My answer is: to expose and document a long-ignored structural failure in the system.
The blog is public. The evidence is real. The questions I raise are valid.
Hello,
Don’t take this the wrong way, but honestly, you keep repeating the same basics wrapped in a mountain of general phrases. Let me add that these opinions don’t replace irrefutable evidence, which could be disputed with the casino through the regulator if there were any, I suppose. If such evidence existed, the regulator would have already stepped in.
So, let me repeat and add a bit more perspective:
First, closing accounts without an active balance and without giving a reason? Totally legal and very common in this industry. It’s not some secret conspiracy or cover-up, just standard practice.
Second, accusing a casino of breaching serious AML rules publicly without official investigation is bound to raise red flags internally. If you throw a serious allegation like that, don’t be surprised when the casino opts to cut ties rather than engage in explanations, which, judging by the current conversation, aren’t really needed anyway since you already have your story, at least it looks like based on your articles and posts.
Third, you mention "financial safety risk," but based on the whole conversation, no actual financial harm or fraud seems to have occurred. Raising the alarm about regulatory failures is important, but this appears more like a personal dispute that escalated, ending with your account being closed.
Finally, yes, transparency and accountability matter. However, casinos will naturally distance themselves if the approach resembles a confrontational approach rather than a constructive dialogue. This is not about hiding things, I guess; it’s about handling serious claims through the proper channels instead of turning it into a public spectacle.
I’ve seen this kind of situation more than once. I understand it’s hard to take as a player, but that’s how things usually work. Nothing less.
I hope you'll find what you're looking for. 👍
Thanks for your comment but I respectfully disagree with several points you've made.
First, calling this a "personal dispute" misses the bigger picture. This is not about one angry user it's about:
Deliberate delays in KYC/AML procedures
Over 1 million in deposits accepted without proper verification
A sudden account closure after filing a formal claim
Denial of access to full deposit history (a red flag by itself)
And a recurring pattern across multiple players and casinos under the same ownership
That’s not a grudge. That’s a documented regulatory failure and yes, it’s being handled publicly because the so-called "proper channels" either failed or never existed.
And please don’t talk to me about regulators.
Let’s be honest: you can take those so-called regulators and stick them in your shoe.
If a "regulator" can’t ensure even basic protections like transparency, access to transaction records, or fair dispute handling then what are they actually regulating?
There is no invisible authority quietly ensuring fairness. Most of these "regulators" are paper shields, and casinos know it. That’s why they act with impunity.
Second, claiming "no financial harm" occurred is just wrong.
Having your account closed with no explanation after claiming a large amount of money is financial harm.
Being denied access to your own transaction history is financial harm.
Allowing massive deposits without proper checks is an AML breach, not a technicality.
Lastly, if casinos "cut ties" because someone speaks out publicly that’s not protocol, that’s retaliation.
You might have seen similar cases before. This time, it’s all documented. In detail.
Here: https://spinangacase.wordpress.com
Let’s stop pretending that silence, obfuscation, and hiding behind terms & conditions is normal.
It’s not and I won’t let it be.
I know exactly what you’re going through because I’ve experienced it myself. And not just with Curacao-licensed casinos. I live in Switzerland, and I can tell you that even Swiss casinos regulated by the ESBK , like Jackpots.ch and others , show the same patterns.
After a big win, the system marks you as a recent winner and pushes you into a long losing cycle. I’ve seen it happen multiple times.
I also don’t recommend trusting casinos regulated by the MGA. In my personal experience, that authority tends to protect providers (B2B licenses) more than actual players. They don’t act fairly when serious issues are reported.
The only casinos I would truly trust are those licensed by the UKGC. But of course, here in Switzerland🇨🇭🧀 we face geoblocking, which conveniently keeps us away from those platforms , part of the hidden monopoly we live under.
Thanks for your comment but I respectfully disagree with several points you've made.
First, calling this a "personal dispute" misses the bigger picture. This is not about one angry user it's about:
Deliberate delays in KYC/AML procedures
Over 1 million in deposits accepted without proper verification
A sudden account closure after filing a formal claim
Denial of access to full deposit history (a red flag by itself)
And a recurring pattern across multiple players and casinos under the same ownership
That’s not a grudge. That’s a documented regulatory failure and yes, it’s being handled publicly because the so-called "proper channels" either failed or never existed.
And please don’t talk to me about regulators.
Let’s be honest: you can take those so-called regulators and stick them in your shoe.
If a "regulator" can’t ensure even basic protections like transparency, access to transaction records, or fair dispute handling then what are they actually regulating?
There is no invisible authority quietly ensuring fairness. Most of these "regulators" are paper shields, and casinos know it. That’s why they act with impunity.
Second, claiming "no financial harm" occurred is just wrong.
Having your account closed with no explanation after claiming a large amount of money is financial harm.
Being denied access to your own transaction history is financial harm.
Allowing massive deposits without proper checks is an AML breach, not a technicality.
Lastly, if casinos "cut ties" because someone speaks out publicly that’s not protocol, that’s retaliation.
You might have seen similar cases before. This time, it’s all documented. In detail.
Here: https://spinangacase.wordpress.com
Let’s stop pretending that silence, obfuscation, and hiding behind terms & conditions is normal.
It’s not and I won’t let it be.
Hi again,
At this point I feel like we’ve both said everything that needed to be said.
You've chosen to raise general concerns in a public space and that's okay. But it’s also worth acknowledging that sweeping accusations, however passionately worded, don’t automatically translate into action without specific, verifiable evidence and a proper complaint channel. And those channels did exist, they were used, and they responded. That’s where the matter stands.
It’s very unlikely the casino will engage here, and frankly, I don’t see anything else I could meaningfully add. I can't help you.
Wishing you the best in whatever direction you decide to take this next.
I understand your position, but dismissing everything as "general concerns" is intellectually lazy. I provided detailed documentation, dates, screenshots, and cited AML violations not vague emotions. If this platform chooses to label that as "sweeping accusations," it says more about Casino Guru’s priorities than mine.
You claim "proper complaint channels" existed and were used yet the casino ignored specific AML alerts, blocked my account after I demanded answers, and continues to operate in a way that contradicts the very policies you pretend to uphold.
If Casino Guru can’t or won’t take a stance when faced with serious and well-documented violations, then I’ll continue this fight where transparency and accountability still matter publicly, and internationally.
Thanks for confirming what I suspected: this platform is not neutral.
Hi Player0007,
I’ve read through your posts and want to be straightforward. Since this is indeed the end.
This situation perfectly shows what happens when emotions and ego take over instead of calm reason and facts.
You’ve raised serious concerns, and that’s understandable, but repeatedly turning this into a public battle without clear, verifiable evidence or following proper regulatory channels doesn’t help anyone. It only fuels frustration on all sides and damages the chance for constructive resolution.
Casinos have the legal right to close accounts under their terms, and AML/KYC obligations are real and important, but if you truly believe there are violations, the appropriate step is to engage regulators who can investigate officially, not to escalate publicly in a way that becomes a he-said-she-said shouting match.
I respect your fight for transparency. But without clear evidence and proper procedures, public accusations risk becoming counterproductive, hurting players, operators, and the whole community.
Side note: It’s quite naive to expect an affiliate site, or any platform reviewing casinos, to conduct a real AML investigation. If someone claims "the casino closed my account because I exposed their unfair AML practices," the logical move wouldn’t be to start a public complaint on a casino-related site. Instead, the proper step is to bring the matter to an official regulatory authority where an actual investigation and enforcement can take place. That’s how you get something solid in hand. If the authority dismissed your claim, it may not have been the serious disclosure you believed it to be. Please give it a clear thought someday. I'm trying to help you see things clearly...
Thank you for your response. I’ll reply respectfully, but directly.
I’m not acting out of emotion or ego – I’m acting because serious AML violations occurred, and I’ve provided documented evidence.
I fully agree that proper investigations should be conducted by regulators – and that’s exactly what I’m doing.
But let’s be honest:
-If affiliate platforms like yours "don’t want to get involved",
-If casinos hide behind vague "terms and conditions",
-And if players are silenced when they raise serious issues…
…then someone has to speak up publicly.
Transparency is not a shouting match-it’s sunlight on shady practices.
And Spinanga like many similar brands-operates with no real oversight,
hiding behind a so-called Curaçao license that is rarely, if ever, enforced.
This isn’t a mistake. It’s a system designed to avoid accountability.
I’m not asking you to be a regulator.
I’m simply asking you to stop pretending that silence is professionalism.
Because silence is complicity.
And if you claim that "if a regulator rejects your complaint, it means the issue wasn’t serious"-
let me remind you:
These regulators and affiliate partners don’t respond even to minor complaints, let alone major violations.
That’s why public documentation is often the last and only defense players have.
It’s all published here https://spinangacase.com
I invite you to check the facts before assuming I’m being "emotional."
Hi Player0007,
You've had the space to share your views, and I've responded with transparency, even when we disagreed. At this point, it's clear you're not looking for help but rather a platform to make your case.
This is a player support forum, not a public tribunal. If you're pursuing this through regulatory channels, that’s the right path. Repeating the same claims and demanding action from our side won’t move anything forward. I'm honestly not sure how else to say that.
We are not in a position to judge regulatory frameworks or licensing authorities, nor can we challenge AML procedures from here. Raising these topics in this space simply doesn’t make much sense. The casino won't respond here, and no other players seem to be engaging with your posts anymore. Right now, this thread has become a place where you’re repeatedly reposting your own link.
I'm sorry, but I have nothing else to add to this general narrative. Perhaps a different platform would be better suited to your goals. I wish you the best. Honestly.
Cursos educativos, profesionales y gratuitos para empleados de casinos online que tienen el objetivo de hacer un repaso de las buenas prácticas de la industria para mejorar la experiencia del jugador y ofrecer un enfoque justo de los juegos de azar.
Hemos puesto en marcha esta iniciativa con el objetivo de crear un sistema global de autoexclusión que permitirá que los jugadores vulnerables bloqueen su propio acceso a los sitios de juego online.
Una plataforma creada para mostrar el trabajo que llevamos a cabo para hacer realidad una industria del juego online más transparente y segura.
Un proyecto ambicioso cuyo objetivo es celebrar el trabajo de las empresas más responsables del mundo del iGaming y ofrecerles el reconocimiento que merecen.
En breve te redirigiremos al sitio web del casino. Debes esperar un poco. Si usas un bloqueador de anuncios, comprueba su configuración.
