Spinanga Casino - La cuenta del jugador ha sido cerrada debido al cierre del casino.

Good evening, I have won a large amount at the casino and every time the money is delayed. Today I tried to access my account and they told me that it was closed because the casino stopped operating and that I would get my winnings. I suspect fraud and would like your help because I am not getting a clear answer from the casino. Thank you.

Καλησπέρα έχω κερδίσει ένα μεγάλο ποσό στο καζίνο κ κάθε φορά καθυστερούν να μπουν τα χρήματα.σημερα προσπάθησα να μπω στο λογαριασμό μου κ μου είπαν πως τον κλείσαμε γιατί σταμάτησε η λειτουργία του καζίνο κι ότι θα πάρω το κερδισμένο μου πόσο.υποψιαζομαι απάτη κ θα ήθελα τη βοήθεια σας διότι δε παίρνω από το καζίνο μια σαφή απάντηση.σας ευχαριστώ

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide us with the following details:

• How many withdrawal requests have you submitted shortly before your account was closed?
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification?
• Did you accumulate your winnings with or without a bonus?
• Do you have any documentation (emails or chat transcripts) regarding your winnings or account closure? If so, kindly forward it to me at veronika.f@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good morning, the email they sent me is below. Dear A***,

Thank you for contacting the Spinanga.com support team.

We would like to inform you that we are constantly reviewing how we can provide the best possible experience for our players. As a result, we have made the difficult decision to discontinue our casino operations.

We would like to inform you that your account has been closed.

Any balance in your account will be processed and paid to your stated withdrawal method as soon as possible. If additional information is required to complete the transaction, we will contact you.

We truly appreciate the time you spent with us and the trust you have shown us.

If you have any additional questions, please do not hesitate to contact us, either by replying to this email, sending a message to support@Spinanga.com or via Live Chat.

Best regards,

Spinanga.com Support Team

I'm making requests for 500 roubles because I was told that's the withdrawal limit.

The amount I have won is bigger, I just won it in January and since then they have been putting a little money in each time until my account has a balance of 5000 euros.

It has been identified and is not earned from a bonus.

It just seems strange to me that the casino closed and I need your help.

I can't log into my account to make any withdrawal requests because it's closed.

And they always paid me the money with a long delay of almost a month.

Thank you for your prompt response.

Καλημέρα το email που μου έστειλαν είναι το παρακατωΑγαπητή Α***,

Σας ευχαριστούμε που επικοινωνήσατε με την ομάδα υποστήριξης του Spinanga.com.

Θα θέλαμε να σας ενημερώσουμε ότι επανεξετάζουμε συνεχώς τον τρόπο με τον οποίο μπορούμε να προσφέρουμε την καλύτερη δυνατή εμπειρία στους παίκτες μας. Ως εκ τούτου, λάβαμε τη δύσκολη απόφαση να διακόψουμε τη λειτουργία του καζίνο μας.

Θα θέλαμε να σας ενημερώσουμε ότι ο λογαριασμός σας έχει κλείσει. 

Οποιοδήποτε υπόλοιπο υπάρχει στον λογαριασμό σας θα διεκπεραιωθεί και θα καταβληθεί στη δηλωμένη μέθοδο ανάληψής σας το συντομότερο δυνατό. Σε περίπτωση που απαιτηθούν επιπλέον πληροφορίες για την ολοκλήρωση της συναλλαγής, θα επικοινωνήσουμε μαζί σας.

 Εκτιμούμε πραγματικά τον χρόνο που περάσατε μαζί μας και την εμπιστοσύνη που μας δείξατε.

Εάν έχετε επιπλέον ερωτήσεις, μη διστάσετε να επικοινωνήσετε μαζί μας, είτε απαντώντας σε αυτό το email, είτε στέλνοντας μήνυμα στο support@Spinanga.com ή μέσω Ζωντανής Συνομιλίας.

Με εκτίμηση,

Ομάδα υποστήριξης Spinanga.com

Κάνω αιτήματα των 500ρυρω γιατί μου είπαν ότι αυτό είναι το όριο ανάληψης.

Το πόσο που έχω κερδίσει είναι μεγαλύτερο απλά το κέρδισα τον Ιανουάριο κ από τότε μου βάζουν κάθε φορά από λίγα χρήματα μέχρι που έφτασε ο λογαριασμός μου να έχει υπόλοιπο 5000ευρω

Έχει γίνει ταυτοποίηση κ δεν είναι κερδισμένα από μπόνους

Απλά μου φαίνεται περίεργο να έκλεισε το καζίνο κ χρειάζομαι τη βοήθεια σας

Δεν μπορώ να μπω στο λογαριασμό για να κάνω αλλά αιτήματα ανάληψης γιατί έχει κλείσει

Κ πάντα μου έβαζαν τα χρήματα με μεγάλη καθυστέρηση σχεδόν ενός μήνα

Σας ευχαριστώ για την άμεση απάντηση σας

Thank you very much, Ana185, for providing all the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@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.

Hello Ana185,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Spinanga Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Dear Ana185,

We hope you find this message well!

We acknowledge your concern regarding your balance. Please rest assured that there is no need for you to worry. We have notified the appropriate department to assist you with this matter. Consequently, we anticipate that you will receive an update at the earliest opportunity.

We may require additional information to assist you with this matter. Your cooperation is anticipated.

We sincerely appreciate your patience, understanding, and cooperation. Thank you very much!

Best regards,

Spinanga team.

Dear Ana185,

Do you have any updates regarding this case?

Thank you in advance.

Best regards,

Attila G.

Dear Ana185,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru