Spinational Casino - La cuenta del jugador se ha cerrado y el retiro se ha cancelado.

Hello, my account was blocked over a month ago with a pending withdrawal. I would like my withdrawal and remaining balance paid out. My withdrawal was requested on January 28th.

On March 12th, I asked for information on when they would approve my withdrawal, they responded with this email in which they asked me for the documents:

I sent all the requested documents and the casino told me that I would have updates as soon as possible:

Too bad I haven't received any updates. My withdrawal was canceled on April 7th (I assume it's automatic because it's been a long time since I requested it). I emailed them again for more information, but they haven't even responded to this date.

I hope you can help me make sense of this mess.

Salve, il mio conto è stato bloccato più di un mese fa con un prelievo in corso. Vorrei che il mio prelievo e il mio saldo residuo mi vengano pagati. Il mio prelievo è stato richiesto il 28 Gennaio.

Il 12 Marzo ho chiesto informazioni su quando mi avrebbero approvato il prelievo, loro mi hanno risposto con questa email in cui mi chiedevano i documenti:

Io ho inviato tutti i documenti richiesti e il casino mi ha detto che avrei avuto aggiornamenti appena possibile:

Peccato che non ho ricevuto nessun aggiornamento, il 7 Aprile il mio prelievo è stato annullato (suppongo che sia una cosa automatica perché è passato tanto tempo da quando l'ho richiesto) ho chiesto di nuovo informazioni via email ma ad oggi non hanno nemmeno risposto.

Spero possiate aiutarmi a far ragionare questo casino.

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.

Stay safe.

Dear Spaffle,

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 please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila