Spinarium Casino - Hráčský účet byl uzavřen.

After deposit of 2000 inr. I win about more 500 something total balance was 2500+ INR. Then suddenly my account was blocked. I asked the reason in mail they replied that my account was block due to both side betting I told to show as I didn't violate any rules they were not able to show. My account was verified KYC was done through email.

Dear Suprio,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinarium Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your winnings? (which live games, betting on sports) 
• Did you achieve your winnings with the help of a bonus? 

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

Best regards,

Tomas

No I did not achieve my winning from any bonus I opened my account maybe in 30-31 august exact date I did not remember 10-20 INRvi played slot game and I remember maximum I played player banker live baccarat. I have also Withdraw 4000 INR and after the deposit of 2000 INR I won maybe around 500 then my account got blocked. I didn't violate any rule and Maybe around 8-9 September this happened.

Hello Suprio,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, Suprio, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Suprio,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Spinarium Casino,

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

Thank you in advance.

Respectfully,

Michal

Greetings Michal!

Player demonicgaming2501@gmail.com used opposite betting, which is strictly forbidden in our rules.

The player's account is banned and cannot be appealed.

Dear Spinarium Casino,

When you say he used opposite betting, you mean he was playing alone, but betting on the opposite sides, or you mean that he was playing with more players in collusion, and they were betting on the opposite sides?

The player is banned according to these two reports.

Are there the same users in each report?

The report that came to us from the gaming provider.

Do you want more detailed information?

Please, share with me everything you can, my email address is michal.v@casino.guru.

I will be looking forward to your email.

Dear Michal,

We've sent a request to the Evolution provider to give us an official report, that we can freely share. Once we receive it, we will post it here.

Also, regarding the term "opposite betting" - Opposite betting is a type of bet in which a player simultaneously bets on opposite outcomes of the same event.

Dear Spinarium Casino Team,

Do I understand that the issue here is the player alone, betting on the opposite outcomes, and not them being a part of a larger group of players utilizing opposite betting?

Dear Michal,

Yes, that's right. We are waiting for the game provider document to prove our words and I am sure, all the information will be written in it.

Dear Spinarium Casino Team,

I will be waiting for your updates.

Dear Michal,

We've received this screenshot. Evolution told us, that two players made the same bets on the opposite results of the game. Here is their message:

"Suspicious player activity was detected on 31.08.

Below I attach a screenshot showing the betting system and strategy used in Opposite betting , which is used by the player and his accomplice (Player x). Both players bet the same amount at the same time on opposite options."

Looks like they won't give us more details or any sort of official document, but you can always contact them directly, to clarify if this information is truthful.

Thank you for the provided evidence.

Dear Suprio,

Could you comment on the issue brought up by the casino?

Dear Suprio,

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.