Spinstralia Casino - La cuenta del jugador ha sido cerrada sin explicación.

Hello,

I’m reaching out regarding an issue with my account at Spinstralia Casino.

A few weeks ago (11th May) I joined Spinstralia. A few days later account was unexpectedly blocked.

After contacting online support they requested I verify my identity. The accepted my licence, selfie and bank statement, I just had to give them a picture of the back of my licence which I did. The next email I recieve was to inform me my account had been permanently suspended with no possibility of recovery.

At the time, I had approximately $500 remaining in my balance. No warning or explanation was provided prior to the block.

Since then, I haven’t received any emails or official communication explaining the reason for this action. My messages to the support team have gone unanswered, which makes the situation even more frustrating.

I am seeking assistance in resolving this matter, as I believe this action was taken unfairly.

Dear Satandlee,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Spinstralia Casino. 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.?  
• Were your documents verified before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,

Natalia

Hi Natalia,

Thanks for your reply, to answer your questions, I was playing slots only, I was restricted not long after winning and asked to verify my identity, they accepted my identity as far as I was concerned - if there is somewhere I can send an attachment I have a screenshot of the acceptance on ID. Then from nowhere I recieved the permanent ban email. I believe from memory there was a bonus but I hadn't activated it yet.

Kind Regards,

Leeann

Thank you very much for your reply, Satandlee. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I have sent an email with the screenshot I spoke about.

Thank you very much, Satandlee, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Satandlee, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the account closure. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Spinstralia Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been blocked? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation 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.

I have e-mailed the casino directly to see if they will be willing to look into this issue, before the complaint is closed as unresolved.

Thanks for the update!

Dear Satandlee,

I have tried to contact the casino repeatedly via e-mails and Teams, but 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, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej