Spinbara Casino - Das Spielerkonto wurde ohne Angabe von Gründen geschlossen.

Hello

Just a few weeks ago (9th January), when I tried to log in to my account, I get the information that my account is closed. I send via email the message to the casino, what happened that they blocked my account. They answered that they have the right to close a user's account without any reason. When I wrote to them that I would like to know how I can withdraw my money (~`525 PLN) from the account. I get the message that they have forwarded my request to their relevant department for review, but so far I haven't received any specific answer to my question.

So, now I am therefore asking Casino Guru to help me recover my money back, or at least help me obtain complete information regarding the exact reason for closing the account, the specific section of the Terms and Conditions that was allegedly violated, and specific evidence justifying the decision.

I hope you can help me somehow,.

Thank you in advance

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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.

• What types of games did you play at this casino to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a screenshot or a link.
• Have you passed the full KYC verification at this casino, or at least submitted any identity documents for the verification of your account?

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

Hello

1. I mainly played sports betting, but I also played slots and casino games.
2. I didn't use any bonus. I accumulated my winnings without any bonus.
3. No, my acoount was not verified yet, they have never asked me for any documents.

Thank you in advance for your help.

Kind regards

Please forward me all the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. Thank you for your cooperation.

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

Dear ciprianook,

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,

Veronika