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

After I reached 4500 euros and requested a withdrawal, the casino asked me to verify my account. After uploading the documents, they told me they were closing my account without the possibility of reopening it, and they returned the 25 euros I deposited. They claim that terms and conditions were broken, even though I reviewed them and didn't violate any.

When I try to get an explanation, they only send automated messages. I can't talk to them, and it seems impossible for me to claim my winnings—this is a scam.

Una vez conseguidos los 4500 euros, y solicitar un retiro, el casino me solicita verificar la cuenta. Después de cargar los documentos, me dicen que cierran la cuenta sin posibilidad de reabrirla, y me devuelven los 25 euros ingresados. Dicen que se han quebrantado los términos y condiciones, cuando yo no he violado ninguno después de revisarlos.

Cuando intento que me den una explicación, solo me mandan mensajes automáticos, no puedo hablar con ellos, veo imposible que pueda cobrar, esto es una estafa.

Dear Marta11,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Could you please list which documents you submitted for verification?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share with me the messages from the casino regarding the breach of the terms and conditions? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you very much, at least I can talk to someone about the problem, since they don't take responsibility for anything.

I think it's a scam. If you lose, they keep your money, but if you win, they only give you back the money you invested, so it's impossible to make money.

As I was saying, I find it almost impossible for you to collect, but I ask for your help, since no condition or term has been broken, and this is a mistake or scam.

I was a player of the game for about a month and the account was closed on November 2, 2024.

The documents I sent were the following: a selfie, my ID, my credit card, and my partner's credit card.

To accumulate the balance I only played live games.

I did not use any bonus to get that balance.

Thank you very much in advance for your attention, and let it be clear that I do not want to do anything bad, I am only trying to recover what is mine, to see that justice is done and that the same people who always win do not win.

All the best.

Muchas gracias a usted, al menos puedo hablar con alguien sobre el problema, ya que ellos no se hacen cargo de nada.

Me parece una estafa, si pierdes, se quedan el dinero, pero si ganas, únicamente te devuelven el dinero invertido, así es imposible ganar dinero.

Como le comentaba, veo casi imposible que pueda cobrar, pero solicito su ayuda, ya que no se ha quebrantado ninguna condición ni termino, y esto se trata de un error o estafa.

Fui jugadora del juego sobre un mes mas o menos y la cuenta se cerro el día 2 de noviembre de 2024.

Los documentos que envié fueron los siguientes; un selfie, mi documento de identidad, mi tarjeta de crédito, y la tarjeta de crédito de mi pareja.

Para acumular el saldo únicamente jugué a juegos en vivo.

No utilicé ningún bono para obtener dicho saldo.

Muchas gracias de antemano por su atención, y que quede claro que no quiero hacer nada malo, solo intento recuperar lo que es mío, que se haga justicia y que no salgan ganado los de siempre.

Un saludo.

Dear Marta11,

Using funds that came from someone else's payment method is prohibited in all online casinos.

4.1. By opening an account on the Website and using it, you guarantee that:

The credit/debit card or any other payment method you use to fund your account belongs to you, is not stolen and is not a lost item. The Company reserves the right to close any account and void winnings in case of suspected non-compliance.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that if this rule has been breached, we might not be able to help. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who's the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player's responsibility to use allowed payment methods only.

I'll wait for your reply.

Dear Marta11,

Using funds that came from someone else's payment method is prohibited in all online casinos.

4.1. Al abrir una cuenta en la Web y hacer uso de la misma, usted garantiza que:

la tarjeta de crédito/débito o cualquier otro método de pago que usted use para recargar con fondos su cuenta le pertenece a usted, no es robado y no es un objeto perdido. La compañía se reserva el derecho de cerrar cualquier cuenta y anular las ganancias en caso de sospecha de incumplimiento.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that if this rule has been breached, we might not be able to help. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

I'll await for your reply.

I guess it happens because I have won and they don't want to pay me, so what is the solution?

As I feared, I was left without my money, right?

The terms state that no card should be used that is stolen or lost, which does not happen in my case, since the deposit is with full acceptance.

Greetings.

Supongo que sucede ya que he ganado y no me quieren pagar, entonces cual es la solución.

¿Como me temía, me quede sin mi dinero verdad?

Los términos dicen que no se utilice ninguna tarjeta que sea robada o extraviada, cosa que no sucede en mi caso, ya que el ingreso es con total aceptación.

Saludos.

I am afraid it doesn't matter whether you were given consent or not.

Casinos are obligated to follow anti-money laundering regulation which prohibits them from paying out any winnings in case of a third-party deposit. We are unable to persuade them to act any differently, which means that unfortunately, we won't be able to help, and the complaint will be closed.

I strongly recommend you deposit in any online casino using a payment method in your name exclusively, otherwise, you might face similar issues.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.