Spinanga Casino - La cuenta del jugador ha sido cerrada.

Good evening,

After depositing with a card and playing at the Spinanga casino (ROULETTE), I made a withdrawal of €75.00 .

But after half an hour the withdrawal was cancelled and my account was closed permanently .

Strange thing: a week before I had done the same thing (deposited and played) and withdrawn without problems.

I didn't play bonuses but only Roulette and Live Roulette.

Could you help me understand the reason for the account closure and request a refund of the €75?

I did everything legally without violating the rules.

I attach some images to support this.

Thank you in advance for your time.

Buonasera,

dopo aver depositato con Carta e giocato sul casino (ROULETTE) Spinanga, ho effettuato un prelievo di €75,00.

Ma dopo mezz'ora il prelievo è stato annullato e il mio account chiuso definitivamente.

Cosa strana: una settimana prima avevo fatto stessa cosa (depositato e giocato) e prelevato senza problemi.

Non ho giocato bonus ma solo Roulette e Roulette Live.

Potreste aiutarmi a capire il motivo della chiusura dell'account e a richiedere un rimborso delle 75€?

Io ho fatto tutto in maniera legittima senza violare il regolamento.

Allego alcune immagini a supporto.

Grazie in anticipo per il tempo che mi dedicherete

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Dear FabioPossanzini,

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.

• Did you pass the verification before you lost access to the account?
• What was the reason given for the cancellation of your withdrawal?
• Were you notified about your account closure, and if so, what reasons were provided?

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

Best regards

Petra

Dear Petra,

I answer the questions asked:

1. Did you complete verification before losing access to your account?

No, the casino never asked me to verify my identity (nor did its partner casinos).

2. What was the reason given for canceling your withdrawal?

The reason is in the response received by email (I attach the image of the email received)

3. Were you informed of the closure of your account? If so, what reasons were given?

No, I realized I could no longer log in (Account under review) and, after contacting an operator via chat, I was informed that the account had been closed due to an administrative decision.

I remain available for any further clarifications and thank you for your cooperation.

Gentile Petra,

Rispondo alle domande poste:

1. Hai completato la verifica prima di perdere l'accesso all'account?

No, il casino non mi ha mai chiesto la verifica dell'identità (come anche i suoi casino partner)

2. Qual è stata la motivazione addotta per l'annullamento del suo prelievo?

La motivazione è nella risposta ricevuta per email (riallego l'immagine della mail ricevuta)

3. Sei stato informato della chiusura del tuo account? Se sì, quali motivazioni ti sono state fornite?

No, mi sono accorto di non poter più accedere (Account in revisione) e, dopo aver contattato un operatore in chat, sono stato informato che l'account è stato chiuso per decisione amministrativa.

Resto a disposizione per eventuali ed ulteriori chiarimenti e vi ringrazio per la collaborazione.

Thank you for your reply and for providing the previous details.

• Is it possible for you to provide your transaction history, even if your account is currently blocked?
• Do you have any evidence or receipts showing your previous successful withdrawals or your account status?
• You mentioned that your account has not been fully verified. Is there any chance the casino requested verification via email or notification (for example, identity documents or payment method verification)? Have you checked all your emails (including spam/junk folders) for any verification requests from the casino?
• When submitting your withdrawal request, did you use the same payment method that you used for your deposit?
• Have you received any emails or messages from the casino regarding this issue? You can send all the documents to petra.h@casino.guru or upload your screenshots directly to the complaint thread.

Thank you again for your cooperation.

Thanks for your reply and support.

I will answer your questions:

Is it possible for you to provide us with your transaction history, even if your account is currently blocked?

Unfortunately, my account is listed as "UNDER REVIEW" and I can't access it.

Do you have any proof or receipts of successful withdrawals or your account balance?

Yes, of course. I'm attaching a screenshot of the email with the subject "Withdrawal Completed" received from Spinanga Casino.

You mentioned that your account wasn't fully verified. Could the casino have requested verification via email or notification (e.g., ID or payment method verification)? Have you checked all your emails (including spam/junk folders) for any verification requests from the casino?

I have not received any communication requesting verification.

And even the "VERIFICATION" section on the site displayed the message "It looks like your account doesn't require verification. Enjoy our games!"

When you submitted your withdrawal request, did you use the same payment method you used for the deposit?

Yes, the same as the previous one: withdrawal request on Mastercard credit card

Have you received any emails or messages from the casino regarding this issue? You can send all documents to petra.h@casino.guru or upload your screenshots directly to the complaint thread.

I tried contacting them to ask about the reason for the account suspension, but never received a response.

I remain available for any need

Grazie per la risposta e per il supporto.

Risponderò alle sue domande:

È possibile che lei ci fornisca la cronologia delle transazioni, anche se il suo conto è attualmente bloccato?

Purtroppo l'account risulta "IN REVISIONE" e non posso accedervi.

Possiedi prove o ricevute che attestino i prelievi andati a buon fine in passato o lo stato del tuo conto?

Si certo, allego qui di seguito lo screenshot della mail con oggetto "Withdwrawal Completed" ricevuta da parte del Casino Spinanga:

Hai menzionato che il tuo account non è stato completamente verificato. È possibile che il casinò ti abbia richiesto una verifica via e-mail o tramite notifica (ad esempio, documenti d'identità o verifica del metodo di pagamento)? Hai controllato tutte le tue e-mail (incluse le cartelle spam/posta indesiderata) per eventuali richieste di verifica da parte del casinò?

Non ho ricevuto nessuna comunicazione dove veniva richiesta la verifica.

E anche la sezione sul sito "VERIFICA" mostrava il messaggio "Sembra che il tuo account non richieda una verifica. Divertiti con i nostri giochi!"

Quando hai inviato la richiesta di prelievo, hai utilizzato lo stesso metodo di pagamento che hai usato per il deposito?

Si, lo stesso di quello precedente: richiesta di prelievo su carta di credito Mastercard

Hai ricevuto email o messaggi dal casinò riguardo a questo problema? Puoi inviare tutti i documenti a petra.h@casino.guru oppure carica i tuoi screenshot direttamente nella discussione del reclamo.

Ho provato a contattarli richiedendo informazioni sul motivo della sospensione dell'account, senza mai ricevere risposta.

Resto a disposizione per qualsiasi necessità

Thank you for your reply and for providing the previous details, FabioPossanzini.

Could you provide above-mentioned communication you had with the casino? You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Good morning Petra,

Thanks for your support so far.

Below is a screenshot of my email sent on April 15th to the address support@spinanga.com , to which I never received a response.

I remain available for any further clarifications.

Buongiorno Petra,

grazie per il supporto fornito fino ad ora.

Qui di seguito uno screenshot della mia mail inviata il giorno 15 aprile all'indirizzo support@spinanga.com, alla quale non ho mai ricevuto risposta.

Resto a disposizione per eventuali ed ulteriori chiarimenti.

Dear FabioPossanzini

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear FabioPossanzini,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Spinanga Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Spinanga Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

Thank you very much for taking on my case and for the support you will offer me during this phase.

I can confirm that, at this time, there are no further developments to report. Spinanga Casino has never interacted directly with me via email, despite my attempts.

Regarding the documentation and details of the case, I have already provided all the necessary material and answers to your colleague Petra in previous communications.

I remain at your complete disposal should you require further clarification or additional documents.

I look forward to hearing from the casino representative. I wish you all the best.

Best regards,

Fabio P.

Caro Samuel,

Ti ringrazio molto per aver preso in carico il mio caso e per il supporto che mi offrirai in questa fase.

Ti confermo che, al momento, non ci sono ulteriori novità da segnalare. Il Casinò Spinanga non ha mai interagito direttamente con me tramite email, nonostante i miei tentativi.

Per quanto riguarda la documentazione e i dettagli del caso, ho già provveduto a fornire tutto il materiale e le risposte necessarie alla tua collega Petra nelle comunicazioni precedenti.

Resto comunque a tua completa disposizione qualora avessi bisogno di ulteriori chiarimenti o documenti integrativi.

In attesa di un riscontro da parte del rappresentante del casinò, ti auguro un buon lavoro.

Cordiali saluti,

Fabio P.

Hello FabioPossanzini,

thank you for your message and for confirming that there are currently no new updates from your side.

I appreciate your cooperation and the information already provided earlier in the complaint process. At this stage, we will need to wait for the casino representative to respond and clarify their position regarding the account closure. Once we receive their reply, we will proceed further with the case.

Thank you for your patience in the meantime.

Dear FabioPossanzini,

Thank you for reaching out.

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

-using the Website for commercial purposes or in someone else’s name or interest;

-engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

-colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

9.3 We reserve the right from time to time to conduct a game play review/review the customer's betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

Therefore, according to the aforementioned article, your 75 EUR balance is voided.

Thank you for your understanding.

Kind Regards,

Spinanga Team

Hello everyone,

thank you for the response.

Dear Spinanga Casino,

at this stage, I must point out that the information currently provided is still not sufficient for me to independently assess or validate the account closure and confiscation decision.

The casino has quoted several broad Terms and Conditions clauses related to fraud, collusion, abusive activity, or gameplay review. However, these clauses only describe what the casino may do in the event of a violation, they do not explain what exactly the player allegedly did in this specific case.

At the moment, I still have no clarification regarding:

• what exact rule violation the player allegedly committed,
• what specific activity triggered the account closure,
• whether the decision was related to gameplay patterns, bonus abuse, payment methods, multi-accounting, collusion, or another issue,
• what evidence or internal findings support the conclusion,
• and how the confiscation of the balance was determined to be proportionate.

Simply citing generic Terms and Conditions without providing any case-specific explanation or supporting evidence is unfortunately not sufficient for mediation purposes.

I fully understand that certain internal information may be confidential. However, Casino Guru regularly reviews sensitive cases and accepts anonymized or partially redacted materials when necessary. At minimum, I need some form of independently reviewable evidence or structured explanation allowing objective assessment of the casino’s conclusions.

Therefore, I kindly ask Spinanga Casino to provide:

• a more detailed and case-specific explanation of the alleged violation,
• clarification regarding what exact activity led to the account closure,
• and, where relevant, supporting materials such as:
  • gameplay or betting logs,
  • timestamps of suspicious activity,
  • device or browser fingerprint correlations,
  • IP or connection summaries (not merely generic IP match claims),
  • multi-account linkage indicators,
  • bonus abuse analysis,
  • or other internal findings supporting the conclusion reached.

The information may be anonymized or partially redacted if necessary, but it still needs to be sufficiently clear and reviewable for independent mediation purposes.

Without this information, I will unfortunately not be able to consider the confiscation sufficiently substantiated, and the complaint may ultimately need to be closed as unresolved due to insufficient evidence from the casino side.

Dear FabioPossanzini,

thank you as well for your patience. At this stage, we will now wait to see whether the casino is willing to provide a more concrete explanation and supporting evidence regarding the actions taken on your account.

I will wait for the next update.