Spinarium Casino - El jugador no puede acceder a la cuenta después de una gran victoria.

Good morning,

I have a problem with a casino called Spinarium.com.

I won 6 million crowns there and I can't log in to the website since then. I described my story here on your forum. I was referred here. I also have saved conversations with support, so I can provide more evidence.

Dobrý den,

mám takový problém s casinem jménem Spinarium.com.

Vyhrál jsem tam 6 milionu korun a nemůžu se od té doby přihlásit na web. Popisoval jsem svůj příběh i zde na vašim fóru. Byl jsem odkázán sem. Mám i uložené konverzace se supportem, takže můžu dodat více důkazního materiálu.

Dear BassJ,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinarium.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Did you achieve your current balance with the help of a bonus?
• Have you completed account verification in the casino?
• Could you please share your communication with the casino regarding the issue? My email is tomas@casino.guru

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,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good morning,

I played on spinarium for about a month, I know I didn't play there much. A month maybe 2 months.

I found out about the account being blocked because I couldn't log in to my account the day after the big win. I immediately contacted support and they told me that my account didn't exist, etc.

I even have 2FA verification on that account and I still have the token on my mobile.

I passed KYC without any problems, everything went smoothly.

I reached the balance purely thanks to winnings, I won MAX WIN on the game Fruit Party. I wanted to withdraw it right away, but unfortunately I couldn't. So I played on and on... but in the end I made 6 million and then they blocked my account.

Dobrý den,

hrál jsem na spinarium asi měsíc, vím že jsem tam moc nehrál. Měsíc možná 2 měsíce.

O zablokování účtu jsem se dozvěděl tak že jsem se nemohl den po té velké výhře přihlásit na účet. Hned na to jsem kontaktoval podporu a ti mi říkali že můj účet neexistuje atd.

Mám dokonce na ten účet 2FA ověření a mám stále token v mobilu.

KYC jsem prošel bez problémů , vše šlo v pohodě.

Bilance jsem dosáhnul čistě díky výhře, vyhrál jsem MAX WIN na hře Fruit Party. Chtěl jsem to hned vybrat, ale bohužel to nešlo. Tak jsem hrál dál a dál.. no nakonec jsem z toho udělal 6 milionů a potom mi zablokovali účet.

Thank you very much, BassJ, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear BassJ,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Excuse me, but how is it possible that my email: Are you still getting emails about new bonuses and promotions?

Pardon, ale jak je možný že na můj email : denisdobrusky@gmail.com stále chodí emaily ohledně nových bonusů a akcí?

Another one

It's been a week since I sent an email to the above address and I still haven't heard back from Spinarium.

Dear Spinarium Casino team,

could you please react?

That sounds like a scam to me. I reached my max win of 250,000 CZK without any bonus or tournament winnings.

And by the way, I got a maximum of 100,000 CZK from the tournaments, so I don't think it helped my 6,000,000 CZK winnings. I'm asking for an assessment from Casino Guru , because this just seems like a rip-off to me. If the tournament winnings were counted wrong then what do you do with the rest of the people? 

I want my money! I won it and I deserve it! I didn't cheat in any way and I played by the rules!

Dear BassJ,

We are sorry about your experience and understand the frustration with situation,

However, our Terms of Service (https://spinarium.com/policy/tos) indicates that in case of direct or indirect exploitation of errors on our website we reserve the right to investigate and suspend or terminate your Account.

Here are the key points taken from our ToS:

17.2.2. using an unfair advantage or influence (commonly known as cheating), including the exploitation of bugs, loopholes or errors in our software, the use of automated players (also known as "bots"); or the exploitation of an "error";

17.6. If the Company has a suspicion that you may be engaging in or have engaged in fraudulent, unlawful activity, including, without limitation, money laundering activities, or perform any actions in violation of the Terms and Conditions, your access to the services may be terminated immediately and/or your account may be blocked. If your account is blocked in such circumstances, the Company is under no obligation to refund to you any funds that may be in your account. The Company shall be entitled to inform relevant authorities, other online service providers and banks, credit card companies, electronic payment providers or other financial institutions of your identity and of any suspected unlawful, fraudulent or improper activity and you shall cooperate fully with the Company to investigate any such activity;

Giving the nature of this case and our understanding of the situation, the account will be unfrozen and access restored within 7 days. Or, as mentioned previously, the specified amount may be credited to your new account if you wish.

Best regards,

Spinarium Team

But I won 250000CZK without any rewards or bonus you see? I put in my own money and I won. I got the rewards from the tournaments afterwards! At least the 250000CZK is due to me.

I even have proof in my Chat log that I wanted to withdraw it to my account right away. But you wouldn't let me! 

Btw. The incident did not happen on 21 February 2025

On 21 February I won 250 000 CZK on Fruit Party.

I would like to add that I absolutely disagree with this decision. Their system was not broken and I was legitimately winning tournaments. After the big win at the Fruit Party, I started betting big and that's why I won those tournaments. It makes sense. Plus the tournament winnings weren't that big I think around 2,5k CZK for first place. Which honestly didn't have much of an impact on my playing. So I don't think I had a snowball effect. I hope I'm not the only one who sees Spinarium casino trying to get out of this without having to refund my money.

Btw. Is there any possibility to enforce it in court? 

Dear Spinarium Casino Team,

Could you kindly provide me with the player's game history?

Additionally, may you confirm whether the error in question occurred on the game provider's side? If so, I would appreciate it if you could provide any available evidence or documentation supporting this.

Thank you in advance for your assistance.

You can reach me directly at: jozef.k@casino.guru

Dear Jozef,

As we indicated previously within our investigation, the issue:

Provider Synchronisation: Subsequent investigations confirmed no discrepancies in slot provider synchronisation or game result integrity. All game results were verified as fair and consistent with provider records.

The main issue was identified concerning the Fast Tournament reward calculation mechanism on our website. As per subsequent actions made by the user per ToS Sections 17.3 and 17.4, we reserve the right to suspend, revoke or cancel any payments or winnings associated with exploitation of system vulnerabilities.

As per your request, we will be providing you with the requested information via email.

Thank you!

Have a wonderful day,

Spinarium Team

Dear Spinarium Casino team,

Please let me know here once the email has been sent. Thank you in advance.

It's been over a week and I still can't access my account. Is something going to happen?

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 Jozef,

We provided the requested data on your email.

Have a wonderful day,

Spinarium Team

Dear BassJ,

We are sorry for miscommunication, as our team was waiting for any verbal confirmation regarding the amount being credited to your new account if you have any.

The access should be restored by this Monday.

Thank you!

Spinarium Team

Nobody agrees with that amount!

Nikdo nesouhlasí s tou částkou!

Dear Spinarium Casino Team,

Thank you for providing the game history. I have responded to your recent email and am now awaiting your reply.

I withdrew 39,000 CZK from Spinarium, I'm still waiting for the rest.

Vybral jsem ze Spinarium 39000 CZK , pořád čekám na zbytek.

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 Jozef,

We have provided an update over the email.

Have a good day,

Spinarium Team

I am extending the timer by 7 days as I need more time for the evaluation.

Dear BassJ,

I have requested further evidence from the casino team. Thank you very much for your patience—as this case is quite complex, we want to ensure that every detail is thoroughly investigated so that our decision is fair and objective.

Dear Spinarium Casino Team,

I have replied to your last email. Thank you for your continued 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.

Since we haven’t received further response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear BassJ,

I am very sorry, but since the casino team has failed provide sufficient evidence neither the reply, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino.

Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear BassJ,

The casino team has contacted me, and I should be receiving the evidence shortly. I will review it as soon as possible and get back to you with my evaluation.

Okay , thank you

Dear BassJ,

I wanted to keep you informed regarding the progress of your case. I have received some evidence, but it is not yet sufficient to make a fully informed decision. I’ve therefore requested additional information from the casino team and hope to be able to provide you with a decision soon.

Given the complexity of your case, it’s important for me to ensure that the decision is fair and well-justified.

Thank you very much for your patience and understanding.

Dear Spinarium Casino team,

I am following up as I have not yet received a response to my last email. Could you please let me know if I should expect a reply?

Thank you in advance.

Dear BassJ,

I am very sorry, but since the casino team has failed to provide a sufficient reply (again), we are unable to continue with the investigation.

As a result, we have no choice but to classify the complaint as unresolved.

If you have any questions or need further assistance, feel free to contact me.

Best regards, Jozef