Spinit Casino - La cuenta del jugador se ha cerrado inesperadamente.

Spinit suddenly suspended my account.

On 16.01.2025 i have made 1410.80€ deposit to spinit to play some slots.i have been playing for couple of days. Than i have requested couple withdrawals on 17.01 and 18.01, which were not processed. Suddenly, on 19.01.2025 they have suspended my account with any explanations. I still got 1285€ on my account balance.all i want is to get funds back.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinit Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Was your player's account verified?
• What games did you play to accumulate your current balance in the casino? (which slots, live/table games, betting on sports)
• Did you achieve your current balance with the help of a 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,

Tomas

1. I have registered an account on 16.01.2025 and my account was blocked on 19.01.2025

2. They havent asked me to send any documents.

3.i played only casino slots

4.no, i havent used any bonuses

Hello Deivids,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Deivids,

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, Martina (martina.b@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,

Tomas

Dear Deivids,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinit Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been blocked?

Thank you in advance for providing the information.

Dear Deivids,

Please note that your account has been closed permanently as per administrative decision.

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

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:

<...>

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

<...>

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;

• colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

We hope this helps clarify the matter for you.

Kind regards,

Spinit Casino Team

Which exact rule i have violated?

You havent even asked to verify my account. I can send you documents for verification, just ask.

You cannot take my deposit without a reason!

Dear Spinit Casino,

I recently sent you an email and would greatly appreciate it if you could take a moment to review it at your earliest convenience. Thank you for your attention to this matter.

Dear Martina,

We haven’t yet received the email mentioned. Could you please resend it at your earliest convenience.

Kind regards,

Spinit Casino Team

Thank you Spinit Casino team, for letting me know. I have resent it. Let me know please when you receive it. Thank you so much in advance

Dear Martina,

Please note that we have sent you an email because we were unable to locate your email.

If you could please reply to our email with your request.

Kind regards,

Spinit Casino Team

Thank you so much Spinit Casino, I have received the email, and responded. Please let me know, if it reached you.

Dear Martina,

Unfortunately we haven't receive any email from you yet.

We have forwarded the email again to ensure it reached you—could you please take a look and get back to us?

Kind regards,

Spinit Casino team

Dear Spinit Casino, I do not know the reason, why I cannot get the message to your email, so I will use this channel, but you can feel free to respond to martina.b@casino.guru, as I receive your mails.

I would kindly like to ask if you could please provide clarification regarding the specific terms and conditions that were allegedly breached by the player. If possible, I would also appreciate any supporting information or evidence that could help clarify your position.

As part of the complaint review process, it is important for us to base our conclusions on clear and verifiable details.

Your cooperation and any additional insight you can share would be greatly appreciated and will help ensure a fair and transparent assessment of the case.

Thank you very much for your time, understanding, and cooperation. I look forward to your response.

Dear Martina,

Please note that we have send you an email regarding our decision.

Kind regards,

Spinit Casino Team

Dear Spinit Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

As noted previously, we have yet to receive any email correspondence from your team.

Kind regards,

Spinit Casino

Dear Spinit Casino,

I do not know what is the technical difficulties, but I want to kindly ask you to give me either your contact for TEAMS , or other email address. Thank you very much in advance

Dear Martina,

We would kindly like to inform you that we send you an email regarding this case.

Could you kindly inform us if you received our message?

Thank you for your cooperation.

Kind Regards,

Spinit Team

Dear Spinit Team,

Thank you for your email.

Due to some technical difficulties, to receive emails from our server. As a result, I am writing to you from my backup email: martina.casinoguru@yahoo.com. However, I kindly request that you continue responding to my primary email, martina.b@casino.guru, as I have no issues receiving communications there. Thank you for your understanding.

Dear Martina,

Thank you for your reply.

Please note that we did not receive any reply from you until now to both of our emails.

We were sending right now again the email to: martina.casinoguru@yahoo.com and are currently waiting for your reply.

Kind regards,

Spinit Team

Dear Spinit Casino Team,

Could you please check your SPAM or junk folder? We are unsure what may be causing the issue, as our emails do not appear to be reaching you.

I have also contacted Katarzyna in the hope that she can help ensure the message is delivered successfully.

Thank you very much for your patience and continued cooperation.

Dear Martina,

Thank you for your reply.

We can confirm that no reply was received.

We would kindly like to ask you to try to user the following email address: support@spinit.com.

We hope this will work.

Please let us know once you send the email.

Kind regards,

Spinit Team

Thank you Spinit Casino, I have sent the message to support email. Please let me know should you receive it.

Dear Martina,

We received your message.

We replied with the initial message which was send to you regarding this case as we were not sure if you received this information.

Thank you for your understanding.

Kind regards,

Spinit Team

Dear Spinit Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

Thank you for your reply.

Please be informed that we answered to your email.

Kind regards,

Spinit Team

Dear Spinit Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear All,

Thank you for your patience.

We would kindly like to apologize for the delay in this case as we gather all material.

Please be informed that we will forward all necessary documents as soon as possible.

We thank you for your understanding.

Kind regards,

Spinit Casino Team

Dear Spinit Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear All,

We would kindly like to update that we expect further information about this case in the nearest time. Please be informed that we are doing our best to push this case as much as possible.

We would kindly like to ask you for a little bit more patience.

We thank you for your understanding.

Kind regards,

Spinit Casino Team

Dear All,

We thank you for your patience.

Unfortunately, the case is still under review in order to collect all evidence and information regarding this issue.

We will update you with all results as soon as possible.

We thank you for your understanding.

Kind regards,

Spinit Casino Team

Dear Spinit Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Deivids,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina