Spinanga Casino - Las cuentas de los jugadores han sido cerradas y los retiros retrasados.

I play at "Spinanga" casino and at 13 other casinos belonging to the same company. I have a single account in my name at each casino. On January 16th, I requested a withdrawal of approximately €45 from each casino (13 in total, more than €500 approximately), and they held the withdrawal. Then they blocked my access to the casinos and canceled the withdrawals.

I have not violated any of their Terms and Conditions with the strategy I used. I play on "Bonus Crab" and in live casino games (bj, roulette, baccarat).

I have made several previous withdrawals at these casinos, but they refuse to give me an explanation as to why they closed my accounts.

I want the money that's inside.

Juego en casino "Spinanga" y como en 13 casinos mas de la misma empresa. Tengo una sola cuenta en cada casino a mi nombre en todas. El 16 de enero solicite un retiro de alrededor de 45 euros en cada casino (13 en total,mas de 500 euros aprox) y me retuvieron el retiro, luego me bloquearon el acceso a los casinos, cancelaron los retiros.

No he infligido ninguno de sus TyC con la estrategia que usaba. juego, Juego en "Bonus Crab" y en casino live (bj, ruleta, bacarat).

He echo varios retiros anteriores en estos casinos, pero se niegan a darme una explicacion del porque cerraron mis cuentas.

Quiero el dinero que esta dentro.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify whether you used any software, scripts, or automated tools during your gameplay across the 13 casinos operated by the same company?
• Did you play the same games simultaneously across these casinos?
• Have you completed the full KYC verification process in all of these casinos?

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

Tomas

Could you specify if you used any software, scripts, or automated tools during your gaming at the 13 casinos operated by the same company?

No, just my hands

Did you play the same games simultaneously at all these casinos?

Yeah

Have you completed the full KYC verification process at all of these casinos?

No

¿Podría especificar si utilizó algún software, script o herramienta automatizada durante su partida en los 13 casinos operados por la misma empresa?

No, solo mis manos

¿Jugaste a los mismos juegos simultáneamente en todos estos casinos?

Si

¿Has completado el proceso completo de verificación KYC en todos estos casinos?

No

Dear crixuss123,

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, Martin (martin.l@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,

Tomas

Hello crixuss123,

I am sorry to hear about your ongoing troubles with this issue. I will now take over this complaint from now on. As the first order of business, I would like to invite the Spinanga Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us from your point of view? I understand the player has had the same issue in 13 related casinos.

Thank you in advance for providing us with your view of the issue.

Dear All,

Thank you for inviting us to join the complaint.

We have initiated an investigation into the customer's claim and will provide a formal response as soon as possible.

Thanks for your patience and cooperation.

Best Regards,

Spinanga Casino Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Dear All,

Please be advised that we are still investigating the player's account, and the case is undergoing review by our internal management team.

We are making every effort to expedite this process and will provide you with an update as soon as possible.

Thank you for your continued patience.

Kind Regards,

Spinanga Casino Team

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Dear everyone,

Thank you for your patience.

Please accept our sincerest apologies for any sentiments of dissatisfaction this situation may have caused. We are looking into this matter with our relevant department and we want to reassure you that we will have more information soon.

Kind regards,

Spinanga Team

Dear Casino representative,

Thank you for your response.

We will await your formal statement. Could you please let us know when we can realistically expect the results of your review?

At this stage, we are mainly interested in whether Spinanga Casino’s final position will differ from the information we have received in relation to other casinos within the same group, where similar Bonus Crab / linked-account activity was mentioned.

Thank you in advance.

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 All,

Please accept our sincere apologies for the delay in our response.

We have re-escalated this matter with our internal team to expedite the process, and we aim to provide you with a formal resolution as soon as possible.

Thank you for your continued patience.

Kind Regards,

Spinanga Casino Team

Dear casino representative,

could you please provide u with a timeframe in which you will be able to issue a response? As the issue has been opened for quite a long time, I propose a final 7-day timeframe, in which we will await your final decision.

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.