Spinaconda Casino - Die Gelder des Spielers werden aufgrund der Kontoschließung einbehalten.

Subject: Unauthorized withholding of funds – Ticket ID: YIBMG0

Description:

I am hereby officially filing a complaint against Spinaconda. My account was already blocked, yet the casino allowed my registration and a deposit of €25. This is a blatant violation of the responsible gaming and player protection guidelines.

I fully verified my account by submitting all required documents (ID, proof of address, and bank statements) on June 28, 2026. Despite multiple confirmations from support that my case is being reviewed and a refund has been promised, my money is still being held, and my emails are being ignored. I have contacted support multiple times (ticket ID: YIBMG0), but I only receive automated, standard replies to stall me.

I demand the immediate refund of my €25 deposit, as the transaction should have been rejected due to the existing account freeze. I have documented the entire process, including the administrative account closure and the chat logs.

I request your assistance in resolving this case.

Betreff: Unberechtigtes Einbehalten von Guthaben – Ticket-ID: YIBMG0

Beschreibung:

Ich reiche hiermit offiziell Beschwerde gegen Spinaconda ein. Mein Konto war bereits gesperrt, dennoch hat das Casino meine Registrierung und eine Einzahlung in Höhe von 25 EUR zugelassen. Dies ist ein eklatanter Verstoß gegen die Richtlinien zum verantwortungsbewussten Spielen und zum Spielerschutz.

Ich habe mein Konto vollständig verifiziert, indem ich am 28. Juni 2026 alle erforderlichen Dokumente (Ausweis, Adressnachweis und Kontoauszüge) eingereicht habe. Trotz mehrfacher Bestätigungen durch den Support, dass mein Fall geprüft wird und eine Rückerstattung in Aussicht gestellt wurde, wird mein Geld weiterhin einbehalten und meine E-Mails werden ignoriert. Ich stehe mehrfach in Kontakt mit dem Support (Ticket-ID: YIBMG0), erhalte jedoch nur automatisierte Standardantworten, um mich hinzuhalten.

Ich fordere die sofortige Rückzahlung meiner Einzahlung in Höhe von 25 EUR, da die Transaktion aufgrund der bestehenden Kontosperre hätte abgelehnt werden müssen. Ich habe den gesamten Vorgang dokumentiert, einschließlich der administrativen Kontoschließung und der Chat-Verläufe.

Ich bitte um Ihre Unterstützung bei der Lösung dieses Falls.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Roby Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify the reason your original account freeze?
• Could you please provide the timeline of events? Specifically, when did the casino reopen your account, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original account closure request? Send emails or chat transcripts to my email at attila.g@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,

Attila

I have already written an email

Ich habe bereits ein email geschrieben

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

Dear Player,

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,

Attila