Spinarium Casino - La cuenta del jugador ha sido suspendida.

After withdrawing my funds, I got a BAN for having multiple accounts at the casino, which is not true. They initially responded to my email with an automatic reply saying it was impossible to be mistaken and similar nonsense... They are conducting the entire conversation without any evidence.

Po výběru svých financí jsem dostal BAN za to ze mám u kasina založených více účtu což neni pravda, emailu odpovídali ze začátku ale automatickou odpovědí ze se nemožnou splést a podobné kraviny… Celou konverzaci jednají bez důkazu.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• 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 tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Good morning,

It's not possible for someone from my IP to create an account...

It's possible that I had the casino turned on in multiple windows on Google, but that's the end of it...

I only played slots, I've had account verification or KYC with this operator for over a year now and there's never been a problem, but now I deposited money, won, and automatically after I made a withdrawal I got banned, the support operator acted without proof, just said he could never be wrong and didn't even reply to my last email...

Dobry den,

neni možné aby někdo z me IP založil účet…

je možné ze jsem měl zapnuté casino ve více oknech na googlu ale tim to konci…

Hral jsem pouze sloty, ověření účtu neboli KYC mam u tohoto provozovatele uz asi přes rok a nikdy nebyl žádný problém, jenže teď jsem vložil peníze vyhrál a automaticky po tom co jsem dal výběr tak jsem dostal ban, operátor na podpoře jednal bez důkazu jen říkal že se nemůže nikdy splést a na můj poslední email mi už ani neodpověděl…

Dear Casino Guru Team and Adam09876567,

Thank you for raising this complaint. We appreciate the opportunity to address the concerns raised.

Regarding Adam09876567's account suspension:

Our security systems detected suspicious login patterns associated with the account, specifically:

- Multiple concurrent sessions from different browser instances (not merely tabs), which can indicate automated or coordinated play.

- Anomalous session behavior following the withdrawal request that triggered our risk management protocols.

We understand the player's frustration, and we acknowledge that our initial support response could have been more detailed. We are reviewing our internal communication procedures to ensure players receive clear explanations in such cases.

However, we must clarify: the suspension was not arbitrary. Our fraud prevention systems identified behavior patterns that, under our Terms & Conditions, warrant account review before processing withdrawals. This is a standard industry practice to protect both players and the platform.

We are prepared to provide Casino Guru's team with the specific technical logs and session data that informed our decision, subject to confidentiality protocols.

If Adam09876567 can confirm:

- That no third party had access to his account credentials,

- That he was not using any automation, VPN, or proxy services during gameplay,

we will expedite a manual review of his case. The balance of 4,500 Kč remains secured and will be released upon satisfactory resolution of this review.

We are committed to fair resolution and welcome Casino Guru's mediation in this process.

Good morning,

thank you for your response and helpfulness,

As I wrote to you in the email, I will be happy to provide you with any evidence you may need. I know that I have not violated any of your rules.

I also appreciate your apology for your support, thank you, I am willing to resolve everything with you and document everything.

Thank you again for your willingness to resolve this issue.

Dobry den,

děkuji za vaši odpověď a vstřícnost,

Jak jsem vám psal už i v e-mailu, rád vám vše doložím co bude potřeba. Vim ze jsem nic z vašich pravidel neporušil.

Vážím si i vaší omluvy za váš support, děkuji jsem ochoten s vámi vše řešit a vše doložit.

Ještě jednou děkuji za vstřícnost řešit tento problém.

Dear Adam09876567,

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, Igor (igor.p@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,

Kristina

Dear Adam09876567,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Spinarium Casino and I hope that together we will come to a successful resolution of your issue.

Dear Spinarium Casino,

Could you possibly provide any evidence regarding this case and clarify the situation?

You can send me an email at (igor.p@casino.guru). Thank you.

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 Igor,

Thank you for your patience while we conducted an additional internal review of this case.

Following a more detailed investigation, we would like to clarify the primary reason for the account suspension.

Our anti-fraud system identified that the withdrawal payment method used by the player (payment card ending in 1270) matches the withdrawal payment method previously used by another account in our system. This payment method linkage triggered our fraud prevention procedures and resulted in the account being suspended for further review.

After reviewing the available data, we can confirm that the connection between the two accounts is based on the shared withdrawal card. We did not identify other technical links, such as matching KYC information. One account completed verification, while the other did not, and the available KYC data does not indicate that they belong to the same individual.

However, the use of the same withdrawal card by two different accounts is considered a significant fraud indicator under our security policies and requires intervention to protect the integrity of our platform.

As supporting evidence, we have attached a screenshot from our internal system demonstrating that both accounts are linked to the same payout card (sensitive payment details have been masked for security reasons).

If any additional clarification is required, we will be happy to cooperate further.

Dear Spinarium Casino,

Could you please provide me with further evidence confirming that one payment card was used for two accounts?

The one screenshot you have provided is not sufficient.

Good morning,

But the card I used to choose expires

(1002)

Dobry den,

Ale karta kterou jsem použil pro výběr končí

(1002)

Dear Igor,

Here is the list of transactions available in their system for this card under our organization:

Good morning,

Unfortunately, I do not understand how this situation is possible, and I hereby unequivocally deny the above accusation.

If the casino asks me for any documentation or evidence to support my claim, I have no problem providing it. However, it is physically impossible for someone else to use my credit card. I have never given anyone my credit card details or access to this sensitive information.

At the same time, I would like to point out another fact - in 2024, I was completely unfamiliar with your casino and had no experience with it. For this reason, it is not clear to me how my card could have been used in connection with your casino during that period.

If I understood your previous message correctly, the account also did not have a verified email address at the time.

I am ready to provide the necessary cooperation and provide all the evidence needed to clarify the situation.

Thank you for the explanation and for checking the whole situation.

Dobrý den,

bohužel nerozumím tomu, jak je tato situace možná, a uvedené obvinění tímto jednoznačně popírám.

Pokud po mně kasino požaduje jakékoli doložení nebo důkazy k ověření mého tvrzení, nemám s jejich poskytnutím žádný problém. Fyzicky však není možné, aby moji platební kartu používala jiná osoba. Nikdy jsem nikomu neposkytl údaje ke své platební kartě ani přístup k těmto citlivým údajům.

Zároveň bych chtěl upozornit na další skutečnost – v roce 2024 jsem vaše kasino vůbec neznal a neměl jsem s ním žádnou zkušenost. Z tohoto důvodu mi tedy není jasné, jak by mohlo v daném období dojít k použití mé karty v souvislosti s vaším kasinem.

Pokud jsem správně pochopil vaši předchozí zprávu, účet navíc neměl v danou dobu ani ověřenou e-mailovou adresu.

Jsem připraven poskytnout potřebnou součinnost a doložit vše, co bude k objasnění situace potřeba.

Děkuji za vysvětlení a za prověření celé situace.

Dear Spinarium Casino,

Thank you for the screenshot. To verify the alleged payment-method link, please provide an original system or payment-provider export showing the same card token or fingerprint connected to both relevant casino account IDs, together with the associated transaction dates and statuses.

Please send the unredacted record privately to igor.p@casino.guru; sensitive details will not be published. The current screenshot alone does not allow us to verify the record’s source or conclusively establish the alleged link. Thank you.

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 Igor,

Since this card was used exclusively for payout transactions within our organization, no card-storage records were created for it in the payment provider’s system. Additionally, technical identifiers such as a card fingerprint or token are not generated for payout transactions.

As a result, there are no additional hidden technical parameters, hashes, or identifiers available to our organization that could be used to independently confirm that the same card was used across the two player accounts.

Dear Adam09876567,

I have reviewed all the evidence provided. Unfortunately, the submitted screenshots do not independently verify that the same payment card was used across the two accounts, and the casino has confirmed that no unique card token, fingerprint, provider record, or other identifier is available.

As the alleged account connection cannot be sufficiently substantiated, I must close this complaint as unresolved. The disputed amount will remain reflected in the complaint and may negatively affect the casino’s rating.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

The casino operates without a valid licence and does not refer to any ADR service. Therefore, there is no additional gaming authority to turn to.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor