Spinit Casino - La cuenta del jugador ha sido cerrada y los fondos cancelados.

So I deposited 1500€ on this casino, played some games and requested 2 withdrawals of 750 and 713 euros and the first one I got no problem on my crypto account while the second one they cancelled and my account got closed, I cannot access it or anything so I went on support and they ghosted me. I want my money back.

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Dear Marin03,

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 fully understand the situation.

• Could you please confirm if your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?

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

Best regards,

Jean

Hi,

So what do You mean by account fully verified? They never asked for my KYC or anything ever if thats what You mean?

I did not play with bonus no.

I had my account for few about a month. And they blocked it on may 26th.

best regards,

Marin

Hello Marin03,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean 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 Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, Marin03.

Could you please let me know what genre did you play to accumulate your current balance in the casino? (slots, live games, betting on sports).

Have you reached out to the casino the reason for your blocked account? Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru?

If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Marin03,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

So I played claw, slots, aviator maybe even some thing else I dont really remember anymore. I did try to contact this casino via their live chat the agent said that account got blocked and that I should contact them via email. I did contact them and nobody answered anything there.... I dont know where the issue is. I will send You the mails that I sent to the support.

Dear Marin03,

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, Kubo, (jakub.m@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,

Jean

Dear Marin03,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spinit Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spinit Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of their winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear Kubo,

Spin it support did respond after almost a month after I contacted them and they said they closed my account for safety reasons. I dont know what that even means and got no response since... they didnt give me my money they just closed my account????

best regards

marin

Dear everyone,

Thank you for bringing this to our attention.

Upon review, kindly note that player's account was closed as per the following General Terms and Conditions:

9.1. The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• using the Website for commercial purposes or in someone else's name or interest;
• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
• using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets;
• colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;
• using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;
• engaging in money laundering, terrorism financing or any other criminal activity;
• threatening, harassing or abusing other customers or members of our staff;
• attempting to attack, gain unauthorized access to, or hinder operation of, the Website, the servers on which the Website is stored, or any server, computer or database connected to the Website, attempting to circumvent our security systems;
• attempting to copy, reverse engineer, decompile, modify, derive source code or other information from the software connected to, or used by, the Website, as well as attempting to remove or obscure any proprietary notices placed on such software, or use it for any other purpose than personal entertainment;
• attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

9.4. Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;
• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;
• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;
• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;
• contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

Thank you for understanding.

Kind regards,

Spinit Team

Dear Spinit Casino,

Thank you for your response.

However, as you may already know, our Complaint Resolution Center does not operate in a way where a casino simply provides copied Terms and Conditions and we then conclude that its actions were justified.

In order to assess the case properly, we kindly ask you to provide specific reasons for the closure of the player’s account and the confiscation of his balance, together with supporting evidence for all allegations made against the player.

Feel free to send the relevant information and documents to me directly by email at jakub.m@casino.guru.

Thank you for your understanding and cooperation.