Dear,

I hereby file a formal complaint against the Spinarium online casino, which is blocking the full withdrawal of my legitimate earnings in an abusive and unjustified way.

I am a regular user of the platform, with the registered email [[email protected]] and currently have an available balance of R$62,800, the result of legal and regular bets. However, the platform is arbitrarily imposing a monthly withdrawal limit of only €537, that is, R$3,050, which means that it would take almost 21 months to withdraw the full amount - a clear indication of operational misconduct and possibly predatory practice.

I would like to highlight the following points:

1. There was no clear, prior or highlighted communication about this withdrawal limit during the registration, deposit or use of the casino, which contradicts the principles of contractual good faith and transparency required by online gaming licenses.

2. I’ve contacted casino support several times, including by email, and I didn’t get any effective solution, only evasive answers and repetition of the same limit.

3. All verification requirements (KYC) have been met correctly and my account has no violations of the platform’s terms and conditions.

4. The practice of keeping funds imprisoned and allowing only fractional withdrawals is highly questionable from an ethical and regulatory point of view, being considered unfair and disproportionate, especially in the absence of a clear justification.

5. Even counting the platform and trying a commission payment agreement to the house for the release of my values I was unsuccessful, only the request that I deposit more values to the platform to increase the withdrawal limit imposed by them without prior notice or any clarifications about such a situation.

Given this, I come to request the intermediation of your team so that Spinarium:

Immediately release the full balance or allow withdrawals in amounts compatible with earnings;

Provide an official, documented and substantiated explanation for the application of this limit;

Solve the case with the utmost urgency, avoiding the need for escalation to legal bodies or international regulators such as Cura?ao eGaming, consumer protection entities, and social networks.

Attached to this email, if necessary, I can provide:

Balance prints and withdrawal attempts;

Emails exchanged with casino support;

Verification receipts and deposits.

Because I have all the necessary evidence about such abusive and arbitrary practice, and I am available for additional clarifications and I count on the intervention of the platform to guarantee my rights as a consumer and player.

PS: In addition to the attachments sent in advance for you to obtain prior information about what I am going through with the house, I have numerous other proofs of the situation I have experienced.I've been trying to make the withdrawals for more than 1 month, there were 33 withdrawal attempts and of the 33 only 3 were made, but not with my total amount. And several times I contacted and in neither time was I informed of such a procedure, regarding the withdrawal values, all the denied withdrawals had the information that they had a problem with the payment provider, and when after much insistence they informed after my contact that my processed withdrawal would be with fractional and limited amounts as I mentioned above, but the withdrawal time is absurdly horrendous, because To withdraw the amount I earned I will take almost two years to withdraw what is due to me and earn on my merits, I have already tried all kinds of communication with the aforementioned house and without success, which leads me to think that they are holding the amounts abusively so that I do not withdraw it. In contact with the groups of the house on the Telegram app, several people are observed going through situations similar to the withdrawal problem.

I, in turn, don't want to harm anyone, I used CASINO GURU because I really need help, because I'm not able to solve such an issue alone, since the support doesn't give the necessary support for such an issue and the emails are not answered. The only thing I want is to withdraw my values, I understand the daily fractional withdrawal every 24 hours, but monthly is totally unfeasible and of misconduct since the player is tied to the house without being able to withdraw and enjoy his money earned in the house.

I REALLY NEED YOUR HELP TO SOLVE THE PROBLEM AND RECEIVE MY VALUES????

Dear Nubitcha,

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

I checked the rules of the casino and found this:

https://spinarium.com/policy/tos

9.6. In cases when your balance is at least 10 times larger than the total sum of your deposits, you will be limited to € 5,000 (or currency equivalent) for withdrawal per month. In other cases the maximum withdrawal amount per month is € 10,000.

In the communication you had with casino support, the agent told you:

12:40 PM | David from Spinarium: In cases when your balance is at least 10 times larger than the total sum of your deposits, you will be limited. For your account, it's $537.40 per month.

and later:

01:13 PM | Emma from Spinarium: Hi! My name is Emma, I am the manager of the company.

Your balance is 100 times higher than your total deposit amount. Our Risk department checked your profile and made a conclusion of a withdrawal limit of x10 of your total deposits per month.

Your current total deposit amount is 53.74 USD. So the withdrawal limit is 537.40 per month.

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

• Could you please share a screenshot of the verification status of your account if available?
• Share screenshots here or send the information to my email at [email protected]

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

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good morning Tomas, yes I will be sending the items requested and some more evidence I sent them by email because it is not loading here.

And yes Tomas in the house rule is stipulated the monthly withdrawal of € 5,000 per month, and in other cases € 10,000, but the amount stipulated to me was € 537, which is not even close to the amounts informed in the terms of use of the house, I consider it an abusive and dishonest practice, since we have the terms of acceptance of the house, with the information mentioned, where I have already questioned them about, but without success.In view of the information given to me by the house and the investigation of the terms of use, I have verified that the house itself is not complying with the terms of acceptance proposed to users.

Bom dia Tomás ,sim estarei enviado os itens solicitados e mais algumas evidências as encaminhei por e-mail pois nao

esta carregando por aqui.E sim Tomas na regra da casa está estipulado o saque mensal de 5.000€ mensal ,e em outro casos 10.000€ ,porém o valor a mim estipulado foi de 537€ que n?o chega nem perto dos valores informados nos termos de uso da casa ,considero uma prática abusiva e desonesta,já que temos os termos de aceites da casa , com as informa??es citadas , onde já os questionei sobre ,porém sem sucesso.Perante as informa??es a mim passadas pela casa e averigua??o dos termos de uso ,verifiquei que a própria casa n?o está cumprindo com os termos de aceita??o propostos aos usuários

Good afternoon Tomas, today I contacted Spinarium support again due to the fact that my balance has risen to R $ 69,700 and I tried to talk again for the house to comply with the withdrawal terms where if my balance is 10x higher than my deposits I am limited to € 5,000 per month, but once I was denied something that is stipulated in the terms of use of the casino, I tried to make a withdrawal after having a withdrawal denied again, but this second withdrawal was also denied and finally I added another withdrawal of 28,000 reias that is pending.

I'm asking for your help, because I know I won't be able to solve this on my own.

When I spoke to David, he told me that his risk manager was the one who set this withdrawal limit for me. I questioned this information by presenting the terms of the house and asking if they don't fulfill their terms as well, obviously I wasn't answered on this question.

But I hope you'll be able to sort it out, because I have quite a considerable amount locked up in the house ??

I'll be sending you prints of the evidence shortly

Boa tarde Tomas ,hoje entrei em contato com o suporte da Spinarium novamente pelo fato de meu saldo subir para R$69.700 e tentei conversar novamente para a casa cumprir com os termos de saque onde caso meu saldo seja 10x maior que meus depósitos estou limitado a 5.000€ por mês ,mas uma vez foi me negado algo que está estipulado nos termos de uso do cassino,tentei fazer um saque após ter um saque negado novamente,porém este segundo saque também foi negado e por fim adicionei mais um saque de 28.000 reias que está pendente.

Pe?o sua ajuda ,porque sei que n?o vou conseguir resolver isso sozinha .

Ao conversar com o atendente David o mesmo me diz que quem estipulou este limite de saque a mim foi o seu gerente de risco,questionei tal informa??o apresentando os termos da casa e perguntando se eles n?o cumprem seus termos também ,obviamente n?o fui respondida sobre tal questionamento.

Mas espero que você Tomás consiga resolver,pois estou com um valor bastante considerável trancado na casa ??

estarei enviando os prints das evidências a você em seguida

I'm sending you this evidence by e-mail because I can't load it here on the page.

The entire conversation plus the prints are being sent to you by e-mail. Thank you in advance.

Estou enviando estas evidências por e-mail a você Tomás porque n?o estou conseguindo carrega-las aqui na página.

A conversa na íntegra mais os prints est?o indo por e-mail a você .Desde já agrade?o

Good afternoon,

No response from Spinarium yet?

I talked to them yesterday, because my withdrawal that completes the amount of 5000€ per month was refused again, and the customer service said that they passed a request to the sector on the issue of withdrawals.

Boa tarde ,

Nenhum retorno da Spinarium ainda ?

Eu conversei com eles ontem ,pois meu saque que completa o valor de 5000€ mensais foi recusado novamente, e o atendimento informou que passou um pedido para o setor sobre a quest?o dos saques

Can someone give me some support on the situation, an opinion, because Spinarium does not want to deposit my money, they claim it is a decision of the risk sector, but they do not present facts or evidence for this situation, the situation is already stressful, both because I won my money honestly, and I still can not understand how this platform has this security rating since it does not pay its players.I would like to hear back from the casino guru, because it has been 5 days since I started the complaint and so far Spinarium has not manifested itself, and is locking my values, I asked them to cancel my login to be able to withdraw my values and I was also denied ??

Alguém pode dar um respaldo perante a situa??o,um parecer ,porque a Spinarium n?o quer depositar meus valores ,eles alegam ser uma decis?o do setor de riscos ,porém n?o apresentam fatos ou evidências para tal situa??o,a situa??o está desgastante já ,tanto porque ganhei meus valores honestamente,e ainda n?o consegui entender como esta plataforma tem esta nota de seguran?a já que ela n?o paga seus jogadores .Gostaria de um retorno do casino guru,pois já fazem 5 dias que iniciei a reclama??o e até o momento a Spinarium n?o se manifestou,e está trancando meus valores ,solicitei a eles o cancelamento de meu login para poder sacar meus valores e também o mesmo me foi negado ??

Thank you very much, Nubitcha, for providing the necessary information and for your patience. I will now transfer your complaint to my colleague Jozef ([email protected]), 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.

Thank you,

And yes, I also want to resolve this as soon as possible. I look forward to hearing from Jozef

Att

Eu que agrade?o,

E sim quero também resolver isso o mais breve possível.Aguardo o contato do Jozef

Att

Dear Nubitcha,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Dear Jozef,

Thank you for bringing this situation to our attention.

Firstly, we would like to apologize for the appeared misunderstanding.

After consulting with our Risk Department, it appears that the users profile was set for an additional reviews due to recent winnings x200 of a total deposit amount. Giving the rarity of such situations, temporary restrictions were sent in place in a form of withdrawal limit (x10 from total deposits amount).

We would like to inform that user successfully withdrew x20 of total deposit amount at the time of writing this answer, all according to active policy of which user has been informed about.

Warm regards,

Spinarium Team

Dear Spinarium Casino Team,

I can confirm that a review following a significant win is quite standard across many casinos. However, these reviews typically do not take too long to complete.

It appears that the process has already been ongoing for about a month. Could you please provide an estimate of how much longer it might take?

Dear Jozef and Nubitcha,

We can confirm that as of right now, all restrictions placed on the account were lifted, and there are no limits in place as of the time of writing.

Answering your question, this process usually takes around 1-2 months, with possible exceptions.

We believe that this resolution should resolve the ongoing complaint,

Warm regards,

Spinarium Team

Dear Nubitcha,

This sounds quite promising—could you please confirm?

Dear Nubitcha,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jozef
www.kpvfaw.com