Spinbara Casino - Das Spielerkonto wurde nach einem Sieg geschlossen.

Hi, I won some slots and after a few days my casino account was blocked and I can no longer log in to check my remaining balance or withdraw my funds.

The disputed amount of €1,000 is a token amount, as I can't access my casino account and the casino won't let me know my withdrawal balance despite multiple requests.

Salve ho fatto delle vincite alle slot e dopo qualche giorno mi è stato bloccato il conto del casinò e non posso più accedere per verificare il saldo residuo e eventualmente prelevare i miei fondi.

L'importo contestato di 1000 euro è un importo simbolico, poichè non riesco ad accedere al mio account del casinò e il casinò non mi comunica il mio saldo per il prelievo nonostante le varie richieste.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which slots games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?
• How did you earn the "tokens" that you entered as your disputed amount?

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

Best regards

Veronika

Hi, I've been playing Pragmatic slots. My winnings are mostly from real money. I've entered €1,000 as the disputed amount because I haven't been able to access my account for over two months. I have no way of checking my remaining balance. I don't know how much my remaining balance is, and the casino won't let me know.

Ciao, ho giocato le slots pragmatic, le mie vincite derivano per lo più da saldo reale, ho scritto 1000 euro come importo contestato poichè non potendo accedere al conto da oltre due mesi non ho modo di verificare il saldo residuo del conto, non so quanto sia il mio saldo residuo sul conto e il casino non me lo comunica.

Okay, the remaining balance on my casino account is €637, as shown in this screenshot. So the disputed amount is €637.

Ok il saldo residuo sul conto del casino è di 637 euro come mostro in questo screenshot. Quindi l'importo contestato è 637 euro.

Thank you for your responses. Has the casino informed you why your account was blocked? Please forward me the email you received after the casino closed your account at veronika.f@casino.guru. I appreciate your cooperation.

No, the casino didn't inform me of the reason, and I didn't receive any emails about it. I only received an email asking me to send some documents. I sent them, but after that, I never received a response.

No il casino non mi ha informato del motivo e non ho ricevuto nessuna email al riguardo. Ho ricevuto solo una email dove mi era stato chiesto di inviare dei documenti, ho inviato i documenti e dopo non ho più ricevuto alcuna risposta.

Please forward me the email you received from the casino regarding the verification requests, at veronika.f@casino.guru. Also, kindly send me the documents that you sent to the casino for verification shortly before your account was blocked. Thank you for your cooperation.

I sent her the email and the requested documents.

Le ho mandato la mail e i documenti richiesti.

Dear Sasaplay97

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, Martina (martina.b@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,

Veronika

Dear Sasaplay97,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinbara Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.