Spinago Casino - Счет игрока был закрыт, а выигрыши конфискованы.

I used to have a spinago account which was deleted quite a few months ago which I had asked for. This week I made a new account because my old account was deleted. Had won 5000 and tried to cash out but my funds were confiscated and my account blocked. They have said it's due to duplicate account. How can you have duplicate accounts if the original account was deleted. Now they are not paying me my winninga

Dear Rayray19,

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.

Could you please send me the account closure request you sent to the casino a few months ago when you asked your account to be closed? What was the reason for closing your account?

Have you contacted customer support with a request to reopen your first account before you created the second one?

Have any of your accounts been fully verified?

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 veronica. I closed the account due to my email address getting hacked and have had to close that email address for good. I have had no way to access any emails from that email. I was on spinago live chat which I asked them to close the account and they did. Never was I advised I could re open the account. I tried to veryfi my new account which then they flagged it and took my winnings.

Am I correct in understanding that the balance in your first account was zero at the time you decided to close it?

Have you not attempted to reopen your first account since its closure a few months ago, ensuring there was no overlap where both accounts could have been active simultaneously?

How long did you actively use the first account? Was it successfully verified, and did you manage to withdraw any winnings from it during that time?

Lastly, have you activated any no-deposit bonuses on either of your accounts?

Did you use any bonuses to accumulate your winnings in your new account?

Yes balance was zero when I closed it. No I never tried to re open it as I thought once it's deactivate that it it's gone. I couldn't tell you exactly how long but yes it was verified, and no the winnings weren't from bonus games

Thank you for your reply.

Could you please specify the emails you used for each of your accounts?

Please also describe in detail the timeline of events from the creation of your first account to the closure of your second account by the casino. Include specific dates if possible.

Sorry bot comfortable about sharing my emails so everyone can see unless there is a way to send them to you directly? It was 6 months when I closed my first account. Then decided to open another account 6 months after the first account was closed. I couldn't use the original email as it had been hacked and had no access to it

You can send me the requested information via email at veronika.f@casino.guru. You can also write them directly to the thread and we will mark your response as "private", meaning that only you, the casino representative and the administrators of Casino Guru will be able to see them.

Dear Rayray19,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of 13mmoralesalan. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you very much, Rayray19, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.

Hello Rayray19,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Spinago Casino to join the conversation.

Dear Spinago Casino,  

We would like to express our view that the existence of a duplicate account, particularly when it does not confer any unfair advantage to the player, should not serve as a legitimate basis for withholding the player's winnings. Could you please clarify whether the sole reason for the confiscation of the player's winnings is the presence of an old, inactive account that the player had previously requested to close or are there other other reasons? I would appreciate it if you could send me information about both player accounts to michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Michal!

The duplicate account the player used was made just a month ago, and according to the T&C it was returned to pre-violation status, therefore winnings were confiscated, and all deposits are to be refunded.

Dear Spinago Casino,

Please forward me the evidence of when all the player accounts were created and when the last gameplay activity was in the accounts at michal.k@casino.guru

Dear Rayray19,

Please share any communication you had with the casino team in regard to closing your old account, as it seems there is conflicting information presented by you and the ones from the casino team. You can share it either here in the complaint thread or forward it to me at michal.k@casino.guru

The email address that original account used is no longer active as it was hacked. Spinago can send you the details If they keep them

Dear Rayray19,

OK, I understand. I will try to gather the information from the casino team.

Dear Spinago Casino,

I appreciate your email. I have sent additional questions and am looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Spinago Casino team,

I am following up with you once more through email. I will be extending the timeline by an additional three business days to facilitate a resolution for this matter. However, if we do not see any reasonable progress, I will have no choice but to mark the complaint as 'unresolved,' which will adversely impact Spinago Casino's rating.

Dear Rayray19,

I'm in continuous discussions with the casino team and am actively seeking a resolution for this matter. I anticipate being able to share an update with you shortly. Additionally, I will be extending the timer by a few days.

Dear Rayray19,

Despite my continued discussion with the casino team, we have been unable to reach an agreement regarding your situation, and we believe that the casino's decision to void your winnings seems to be unjustified.

While it is standard practice in the industry for each player to maintain only one casino account, if you wish to return to a casino where you previously closed your account, the appropriate course of action is to reach out to support using the email associated with your original account. However, given the circumstances you described, you understandably could not follow this procedure, leading you to create a new account with a different email address.

Despite the usual procedure was not followed (for valid reasons), we still feel that the casino's response was far from what we would consider fair. You have not been banned from the casino nor have you been informed that you cannot open another account. You have not gained any unfair advantage thus the application of the rule as mentioned by the casino team seems not to be relevant in this case.

Despite our efforts to convey our viewpoint to the casino, no reasonable progress has been made which leaves me no other option than to close this case as Unresolved - Against fair gambling.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, if you want to take your complaint further, you can submit a complaint to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, it might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru