Spinarium Casino - La cuenta del jugador está cerrada y los fondos retenidos.

I am filing this complaint against Spinarium Casino for the unfair blocking of my account and the withholding of my funds.

The casino blocked my account, claiming I had multiple accounts. I want to clarify that while there may be older accounts registered with my information, I don't have access to them because I don't have the email addresses or passwords. These accounts haven't been used to make deposits, claim bonuses, or withdraw funds.

The only account I have actively used is the one that was blocked.

What I consider unfair and worrying is the following:

The casino allowed me to make multiple deposits without any prior warning or restriction.

My account was blocked only after I had made a profit and requested a withdrawal.

There was no prior verification, warning, or preventive action regarding the alleged multi-account problem.

This raises doubts about the consistency and transparency in the application of their policies. If multiple accounts were a problem, it should have been detected and addressed before allowing deposits, not after a withdrawal request.

I want to make it clear that I did not abuse bonuses or gain any undue advantage. There was no intent to defraud.

Solicitous:

A complete review of my case.

At a minimum, the return of the funds in the account at the time of the block (CLP $140,000), which were earned legitimately and legally without the use of bonuses or anything.

Should the casino maintain its position, I consider this an unfair practice, and therefore request the intervention of this platform for a fair resolution.

Thank you.

Presento este reclamo contra Spinarium Casino por el bloqueo injusto de mi cuenta y la retención de mis fondos.

El casino bloqueó mi cuenta alegando "multicuenta". Quiero aclarar que, si bien pueden existir cuentas antiguas registradas con mis datos, no tengo acceso a ellas, ya que no dispongo de los correos electrónicos ni contraseñas. Estas cuentas no han sido utilizadas para realizar depósitos, reclamar bonos ni efectuar retiros.

La única cuenta que he utilizado activamente es la que fue bloqueada.

Lo que considero injusto y preocupante es lo siguiente:

El casino me permitió realizar múltiples depósitos sin ninguna advertencia ni restricción previa.

Mi cuenta fue bloqueada únicamente después de haber obtenido ganancias y solicitar un retiro.

No hubo verificación previa, advertencia ni acción preventiva respecto al supuesto problema de multicuenta.

Esto genera dudas sobre la coherencia y transparencia en la aplicación de sus políticas. Si la multicuenta era un problema, debió haberse detectado y gestionado antes de permitir depósitos, no después de una solicitud de retiro.

Quiero dejar en claro que no abusé de bonos ni obtuve ninguna ventaja indebida. No hubo intención de fraude.

Solicito:

La revisión completa de mi caso.

Como mínimo, la devolución de los fondos de la cuenta al momento del bloqueo (CLP $140.000), los cuales fueron ganados de forma legítimamente y legal sin uso de bonos ni nada.

En caso de que el casino mantenga su postura, considero que se trata de una práctica injusta, por lo que solicito la intervención de esta plataforma para una resolución justa.

Gracias.

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Hello,

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.

• Could you kindly provide some insight into the timeline of events? Specifically, when did you create your first account, and when was the last time you accessed it?
• Additionally, could you please confirm whether you have completed the KYC verification process for either of your accounts?

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

Best regards,

Attila