Spinnalot Casino - Das Spielerkonto wurde gesperrt.

Hi there,

I registered with Spinnalot yesterday, deposited a total of 90 € and actually won over 3000 €. After I completed the verification and everything was good (see screenshot), I wanted to have the money paid out. When I wanted to log in this morning I got the following message (see 2nd screenshot). The live chat apparently can't help me because the management has blocked me.

Could you maybe help me.

Thanks in advance.

Greetings Adrian S ***

Hallo,

ich habe mich gestern bei Spinnalot angemeldet, insgesamt 90€ eingezahlt und tatsächlich über 3000€ gewonnen. Nachdem ich die Verifikation vollzogen habe und alles gut war ( siehe Screenshot), wollte ich mir das Geld auszahlen lassen. Als ich heute morgen mich einloggen wollte kam folgende Meldung ( siehe 2. Screenshot). Der live chat kann mir angeblich nicht helfen, da mich wohl das management geblockt hat.

Können Sie mir vielleicht helfen.

Vielen Dank im Voraus.

Gruß Adrian S***

Dear Adrian,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you please clarify whether you accumulated your winnings with or without an active bonus?

Also, I haven't found any screenshots attached to this complaint. Please forward them to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

Thank you very much Adrian for your reply. Have you tried contacting the casino regarding this issue? Have you received any explanation? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Of course I contacted the casino. The live support couldn't help me because it wouldn't perform these tasks because the management blocked me personally. Furthermore, I was informed that the casino would contact me via email within 2 days, this also did not happen. I always get the same answer from live support (see screenshot)

Natürlich habe ich das Casino kontaktiert. Der live support konnte mir nicht helfen, da die diese Aufgaben nicht erfüllen würde, weil mich das management persönlich blockiert hat. Des Weiteren wurde mir mitgeteilt, dass das Casino sich innerhalb von 2 Tagen bei mir per mail meldet, dies ist ebenso nicht passiert. Ich erhalte immer die Selbe Antwort vom live support ( siehe screenshot)

Thank you very much mcadriano for your reply. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you for your effort 🙂

Will Martin then contact me by email?

Greetings Adrian

Vielen Dank für Ihre Mühe 🙂

Wird mich Martin dann per mail kontaktieren?

Gruß Adrian

Hello Adrian!

From now on, I will take care of your complaint here in this thread. I would like to invite representatives of Spinnalot Casino in order to provide us with any explanation and help us find a solution of the issue.

Hi there,

After a few questions, I have now received the following answer (see screenshot)

I think the problem is solved or do I misunderstand the email?

Hallo,

ich habe nach ein paar Nachfragen folgende Antwort jetzt bekommen ( siehe Screenshot)

Ich denke somit ist das Problem gelöst oder verstehe ich die email falsch?

Hello Adrian!

Thank you for sharing the information. If I understood the casino's message correctly, it means that they do not wish to provide you with their services anymore. Your remaining balance should be payed out. I would like to ask you to let us know when you'll start receiving your funds, until then this complaint will remain open.

Good day,

I received my money today.

I have to thank you very much and wish you a nice week.

Adrian

Guten Tag,

ich habe heute mein Geld erhalten.

Ich muss mich bei ihnen ganz herzlich bedanken und wünschen Ihnen eine schöne Woche.

Adrian

Hello Adrian!

Thank you for providing us with the information of receiving your funds. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.