Spinsino Casino - La cuenta del jugador ha sido cerrada por presunto fraude.

Hello, I registered at the casino and verified my identity with all the necessary documents.

ID

Proof of payment

A dress certificate

My account was verified, then I requested a withdrawal, and suddenly it was closed. According to emails from the casino, this was due to fraud.

Unfortunately, no information is given regarding the exact nature of the error; it is only stated that something was allegedly violated.

Hallo ich habe mich auf dem Casino regestriert und auch verifiziert mit allen nötigen Unterlagen

Ausweis

Zahlung s Nachweis

A dress Nachweis

Wurde dann auch verifiziert dann habe ich die Auszahlung beantragt und auf einmal wurde dss Konto geschlossen . Laut E-Mails vom Casino wegen betrug.

Auf Fragen was den genau der Fehler war gibt es leider keine Auskunft immer nur dss angeblich gegen was verstoßen haben soll

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 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 lost access to your account directly after submitting the documents for the KYC verification?
• 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

Hi, so I've since learned that it's supposedly a duplicate account; that's what support told me, the account I registered with. But that can't be right. The winnings were from a non-sticky bonus.

So I submitted everything, and that was fine. Then I was asked to submit something else, and then I was blocked.

Hi also habe mittlerweile erfahren das es sich angeblich um ein Doppel Account handeln soll das wurde mir von support mitgeteilt über did mich registriert habe. Aber das kann nicht sein. Es war ein Non Sticky bonus wurde davor erzielt der gewinn.

Also ich habe alles eingereicht das hat dann auch gepasst dann sollte was nachreichen dann sperre

Dear Player, thank you for your response. Are you aware of having created more than one account at Spinsino Casino? Alternatively, is there any chance that someone from your household or using the same IP also created an account at this casino? Further, have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

I look forward to your reply.

Hello, no, I'm not aware of a second account, as I always use the same email address to log in. And no, I'm not using a VPN.

And why was the account verified instead of being closed immediately? I don't understand that.

Hallo nein mir ist nicht bewusst das es ein 2 Konto geben soll da ich immer die gleiche E-Mail nutze zum anmelden. Und nein es wird keine Vpn genutzt.

Und wieso wurde das Konto den dann verifiziert und nicht gleich da geschlossen das verstehe ich nicht

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and assistance.

Did you receive my email?

Haben Sie meine E-Mail bekommen?

Hello,

Thank you for forwarding the communication between you and the casino's customer support.

Unfortunately, I was unable to locate the documents you submitted for the KYC verification among the files received. Could you please check and resend the documents you provided to the casino during the verification process?

I look forward to your reply.

Best regards,

Attila

Hello, this isn't actually about verification, but I'd like to know what the second account is supposed to be.

Hallo es geht doch an sich nicht um Verifizierung sondern möchte doch wissen was das 2 Konto sein soll

Thank you for your response. Based on the information you have provided, it appears that the casino closed your account and accused you of fraud after reviewing your document submissions. Unfortunately, this means we are unable to proceed further with your complaint without examining the necessary evidence. Thank you for your understanding.

Hello, no, the casino says I have a second account, but I believe I don't have a second account, and I would like your help to tell me when and with what details another account exists.

Hallo nein dss Casino sagt ich habe ein 2 Konto aber ich bin der Ansicht das ich kein 2 Konto besitze und da möchte ich doch bitte Hilfe dss Sie mkr sagen wann und mit welchen Daten es noch ein Konto gibt

Good evening, have you contacted the casino yet? Kind regards.

Guten Abend habt ihr jezz beim Casino angefragt liebe grüße

Thank you for your reply. Could you please forward the communication in which customer support confirmed that the issue relates to duplicate accounts?

Thank you for your patience and cooperation.

Yes, I can send you one.

Ja kann ich Ihnen senden

Did you receive it? I sent it by email.

Habe Sie es bekommen habe es per Mail gesendet

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,

Attila

Hello Jlobabe,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

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

Dear Spinsino Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me via email at michal.k@casino.guru for an 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 Jlobabe,

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 could 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, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.

Although according to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As Spinsino Casino has not engaged or responded within our own dispute resolution process as an independent dispute mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

Best regards,

Michal

Casino Guru