Spinplatinum Casino - El jugador no podrá acceder a su cuenta después de realizar el depósito.

I deposited 2x50 euros via pay&play via trumo, but after the deposit I can't log into my account at all. Chat support just keeps asking the same questions, like whether I used the same bank details when logging in again, etc. The money has gone into the account, but it's as if the entire account wasn't created, and I can't get my money back.

Talletin pay&play tavalla trumon kautta 2x50 euroa, mutta talletuksen jälkeen en pääse ollenkaan tilille sisään. Chat tuki vaan jahkailee samoja kysymyksiä, ettö olenko uudelleen kirjautuessa käyttänyt samoja pankkitunnuksia jne. Rahat ovat menneet tilille, mutta ihan kuin koko tiliä ei olisi luotu, enkä saa rahojani takaisin

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.

Hello,

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

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

• Have you received any confirmation from the casino regarding the registration of your account and your deposits?
• Do I understand correctly that these were your first and only deposits in the casino?
• Were you asked to submit any documents to verify your identity or payment method ownership?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Thanks for your response and the information provided via email.

Could you please share a screenshot or a video of the situation when you attempt to log in?

Send the information to my email at tomas@casino.guru

I apologize for the inconvenience.

Dear Walluu,

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.

Not resolved yet. Email sent.

Ei ole vielä ratkennut. Lähetetty sähköposti.

Hello Walluu,

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 Walluu,

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, Michal (michal.k@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

Hello Walluu,

I'm Michal, and I have taken over your complaint. I have examined this case, and I will attempt to get in touch with the casino team to see if I can assist you. However, I must inform you that Spinplatinum Casino has not been particularly cooperative in resolving player complaints with us in the past, and they currently have several unresolved complaints, which unfortunately diminishes the likelihood of a favourable outcome for your complaint. Nevertheless, I will reach out to them and endeavour to find a way to help resolve the matter if possible.

We would like to invite Spinplatinum Casino to join the conversation.

Dear Spinplatinum Casino,

Can you please explain why the player was not able to utilize their deposits for gameplay? Since it seems they did not get the service they wanted, how will you refund the deposits to the player, please?

If there are any relevant details or circumstances influencing this situation that cannot be shared publicly, I would appreciate it if you could provide them directly to me at michal.k@casino.guru for independent review.

Thank you in advance.

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 Walluu,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, if you wish to pursue your case further you can contact the Curaçao Gaming Authority (CGA) and submit a complaint to them via email at complaints@cga.cw.

Although CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law, so it might be worth a try.

You might find our article How to submit a complaint to a regulator | Casino Guru useful. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option. Regrettably, this is where any potential assistance from our end concerning your case concludes.

While we cannot assist further with this specific case, please do not hesitate to contact us if you have issues with any other casino in the future, and we will try our best to help if possible.

Best regards,

Michal

Casino Guru