Spinarium Casino - La cuenta del jugador ha sido cerrada.

My account was blocked because I was "multiple accounts".

I don't know why that happened. When I first created the account, I did it on a cell phone I had, but it broke down, and then I logged in again on another phone. After 40 minutes, I got an auto-ban.

Me bloquearon la cuenta según por "multi cuenta"

Nosé porque pasó eso, cuando cree la cuenta por primera vez la ice en un celular que yo tenía,pero se descompuso y en otro celular volví a iniciar sesión en otro teléfono, después de 40 minutos me aparece el auto ban,

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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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

1. Yes, my brother has an account at this casino, he recommended this casino to me, I live with him.

2. If you passed the KYC verification.

3.No active bonus.

1.si, mi hermano tiene una cuenta en este casino, el me recomendó este casino, vivo con el.

2.si supere La verificación KYC.

3.sin bono activo.

Hello Ernesto22,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Could you please advise if there is any possibility that both of you accessed the casino from the same device or funded the accounts using the same payment method?

Thank you for your patience and cooperation.

1. No, I don't think so

2. I think so if I use the same payment method.

When I entered the casino I transferred money from my brother's account to my spinaruim account, because at that time I had no funds, but soon after I started using my bank account to transfer money to spinaruim.

1. No, no creo

2.Creo que si use el mismo método de pago.

Cuando entre al casino trasferi dinero dela cuenta de mi hermano a mi cuenta de spinaruim, porque en ese momento no tenía fondos, pero poco después ya empecé usar mi cuenta de banco para trasferir dinero a spinaruim.

Dear Spinarium Casino Team,

Thank you for your reply.

Dear Player,

Could you please let us know whether you have provided the documentation requested by the casino? If so, has the casino responded or provided any update regarding your account or withdrawal?

Thank you in advance for your reply.

Best regards,

Attila

I have already provided the documentation

I have not yet received a response from the casino.

La documentación ya la proporcione

Aún no e recibido respuesta del casino.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Player,

Thank you for your response.

Dear Spinarium Casino Team,

Do you have any updates for us in relation to this complaint? Have the player's document submissions been successfully received?

Thank you in advance for your reply.

Dear Casino Guru Team and [Redacted],

We would like to clarify our previous response, as the wording may have created an incorrect expectation regarding the remaining balance.

The document subsequently provided by the player cannot be accepted for verification purposes, as it was issued under a different name and therefore does not match the account holder's details.

Nevertheless, even if a document with matching details had been provided, it would not change the outcome of this case. Based on the additional information provided by the player himself, including confirmation that his brother also holds an account with Spinarium and that the player's account was initially funded using his brother's bank account, the relevant breach of our Terms & Conditions has been confirmed.

The documents requested in our previous response were intended to allow us to complete the compliance review based on all available information. This request did not override the applicable provisions of our Terms & Conditions.

As a result, the account will remain permanently closed, and the remaining balance will be handled in accordance with the applicable provisions of our Terms & Conditions.

We apologize if our previous wording regarding the possibility of reconsidering the account status and processing a withdrawal created an incorrect expectation.

Best regards,

Spinarium Casino Team

Dear Spinarium Casino Team,

Thank you for your clarification.

We understand your position regarding the shared household and the use of the brother’s payment method, and we appreciate the additional explanation.

However, it is unfortunate that the player was initially led to believe that providing the requested documentation could result in the account being reconsidered and the remaining balance being processed for withdrawal. While we understand that this was not your intention, for future cases we would kindly ask that such possibilities are communicated as clearly as possible from the outset, to avoid creating expectations that may later need to be corrected.

Thank you for your cooperation and clarification.

Dear Player,

Thank you for your patience throughout the resolution process.

After carefully reviewing the information you provided, we must unfortunately inform you that we are unable to assist further in this case.

You have confirmed that:

• Another person from your household has an account at the same casino.
• The same payment method has been used for deposit into both accounts at least once.

From the casino’s perspective, this combination of factors represents a significant risk of multi-accounting or bonus abuse, even if this was not your intention. Most online casinos strictly prohibit multiple accounts being accessed from the same device or funded via the same payment method, as this makes it impossible for them to reliably distinguish between two independent players.

While we understand that you and your brother share a household, and funded your accounts via the same payment method, this setup unfortunately creates exactly the type of situation that casinos classify as duplicate account usage. In such cases, casinos are generally within their rights to restrict or close accounts and confiscate winnings if their Terms and Conditions prohibit this behavior.

Given the circumstances and your own confirmation of shared a payment method usage, we do not have sufficient grounds to challenge the casino’s decision. For this reason, we are unable to proceed with mediation or request the payment of the winnings on your behalf.

We understand this is not the outcome you were hoping for. For future reference, we strongly recommend that each player uses separate devices and separate payment methods, to prevent similar situations.

This rule is also outlined in the casino's Terms and Conditions:

8.1. All deposits should be made from an account or payment system or credit card that is registered in your own name, and any deposits made in any other currency will be converted at

our own bank\'s or our payment processor’s prevailing rate of exchange following which your Account will be deposited accordingly. Note that some payment systems may apply additional

currency exchange fees which will be deducted from the sum of your deposit.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Attila