Spinanga Casino - L'account del giocatore è stato chiuso.

I won some money at the casino and they closed my account and I can't access it.

Ho fatto delle vincite al casino e mi hanno chiuso il conto e non ci posso pou accedere

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 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 you were a player at the casino and when exactly your account was blocked?
• 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 your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

I have been using the casino for a few days and it was blocked on 02/02/26. The winnings come from slots. I played with both real balance and bonuses. The casino only communicates with me via live chat.

il casino lo utilizzo da qualche giorno e mi e stato bloccato in data 02/02/26 , le vincite derivano dalle slot, ho giocato sia con saldo reale che con bonus, il casino comunica con me solo via live chat

Thanks for your reply.

Did the casino justify the blocking of your account in any way? What response did you receive when contacting the casino regarding the blocking of your account and withholding of your payout?

Share the casino's responses to my email at [email protected] or post screenshots here.

They said that I violated these terms and conditions, which is partially false. The only thing I did was to place some sports bets at low odds (higher than 1.20), but I don't understand why, if they don't like it, they quote certain markets that they consider unfair.

hanno detto che ho violato questi termini e conzizioni cosa parzialmente falsa l'unica cosa che ho fatto e stata giocare qualche scommessa sportiva a quota bassa (maggiore di 1.20) ma non capisco come mai se non e di loro gradimento quotano ceri mercati che loto ritengono sleali

Thanks for your reply.

You previously wrote:

The winnings come from slots.

Afterwards, you wrote:

The only thing I did was to place some sports bets at low odds (higher than 1.20)

• Could you please explain this discrepancy?
• Could you please explain in more detail which bonus you accepted?
• At which point have you made deposits?
• Which activities led to your winnings?

Looking forward to your reply.

Hi, I played on low-odds sports betting just for fun. I didn't use any sports bonuses. 90% of my winnings were on slots.

Salve ho giocato su scommesse sportive a quota bassa solamente per divertimento non ho utilizzato alcun bonus sport il 90% delle vincite le ho effettuate sulle slot

Dear Mando001,

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, Igor ([email protected]). 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,

Tomas

Dear Mando001,

My name is Igor, and I will be assisting you with this case too.

I am also handling your complaint regarding BigClash Casino.

As the first standard step is to invite the casino representative to address the complaint, I will proceed with that now.

Now I would like to invite a Spinanga Casino representative to join this conversation and participate in resolving this complaint.

Dear Spinanga Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hello everyone!

Dear Mando001,

We would like to kindly inform you that your account has been closed and your funds have been voided according to our T&C 9.1 and 9.4.

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

-using the Website for commercial purposes or in someone else’s name or interest;

-engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

-colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

In this occasion, after information that we had from the relevant team, the player is accumulating bonuses, placing one sports bet and wagering the bonus money with (often) minimum wagering requirements and then they proceed with fast withdrawal.

Best regards,

Spinanga Team

Dear Spinanga Casino,

Thank you for your response.

Could you kindly provide any evidence that supports this behavior?

Furthermore, we would appreciate it if you could share any other relevant evidence pertaining to this case.

Dear all,

We kindly inform you that we are checking the matter with our relevant team and we will try to update you regarding the case as soon as possible.

Thank you for your patience and understanding.

Best regards,

Spinanga Team

Dear Spinanga Casino,

Thank you for your response and for informing us that you are looking into this matter.

Please let us know once there is any update regarding this case.

Dear all,

Thank you for waiting.

After checking the matter with the relevant team, we came to the conclusion that the client deposited and immediately placed safe sports bets (which he both won). Then started playing various slots with the casino money (bonus) with zero risk. Moreover, the relevant team states that client's account is open right now but is fully limited.

An e-mail has been sent to the client for verification of their account and after they verify themselves, they may receive their sports winnings.

Dear Mando001,

We kindly wait for you to provide to us the requested documents.

Thank you for your cooperation.

Best regards,

Spinanga Team

Hello, I have not yet received any email request to provide the requested documents. I would like to know where I can provide them.

Salve non ho ancora nessuna richiesta via mail per fornire i documenti richiesti vorrei sapere dove vedo fornirli

Dear Spinanga Casino,

According to the player's message, they have not received any emails from you.

Could you please provide us with the email address you used to reach out to the player?

Additionally, we would appreciate it if you could clarify what documents are required from the player and the email address to which they should be sent.

Thank you for your assistance.

Dear Mando001,

We inform you that we are checking the matter with our KYC Team and we will have updates for you as soon as possible.

Thank you for your patience.

Best regards,

Spinanga Team

Dear Spinanga Casino,

Thank you for your response and for keeping us informed that you are currently reviewing this case with the KYC team.

We would appreciate it if you could keep us updated on any developments regarding this matter.