Good morning,

My account at Spinarium Casino was suddenly blocked without explanation. At the time of the blocking, I had my own funds deposited in the account, which were not refunded to me. The casino did not inform me of the reason for the blocking or of the possible solutions.

I have contacted customer support but have not received any specific response or they have stopped responding altogether. I have deposit receipts and possibly screenshots that I can provide upon request.

I am asking for your help in mediating communication with the casino and in returning my money that they are withholding from me.

Dobry den,

m?j ú?et v kasinu Spinarium byl náhle a bez vysvětlení zablokován. V době blokace jsem na ú?tu měl vlo?ené vlastní prost?edky, které mi nebyly vráceny. Kasino mě neinformovalo o d?vodu zablokování ani o mo?nostech ?e?ení.

Kontaktoval jsem zákaznickou podporu, ale nedostal jsem ?ádnou konkrétní odpově? nebo mi p?estali odpovídat úplně. Mám k dispozici doklady o vkladech a p?ípadně snímky obrazovky, které mohu na vy?ádání dodat.

?ádám o va?i pomoc p?i zprost?edkování komunikace s kasinem a o navrácení mych peněz, které mi zadr?ují.

Dear michalvym,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you didn't place any bets after you deposited?
• Did you pass the verification before you lost access to the account?
• Did you activate any bonuses on top of your deposit?

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,

Kristina

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.

Hello, one day I deposited money and made a few bets, I had some money loaded and the next day I returned to the game. My account was verified and I made some deposits and withdrawals. I did not activate any deposit bonus, I only bought a bonus in the game.

Dobry den, jeden den jsem vlo?il peníze a provedl několik sázek, měl jsem nahrané nějaké peníze a druhy den jsem se ke h?e vrátil. ú?et jsem měl ově?eny a provedl jsem drive i nějaké vyběry. ?ádny bonus ke vkladu jsem aktivován neměl, pouze jsem koupil bonus ve h?e.

Good day, that's enough. I'll send it to you by email.

Dobry den, je toho dost. Po?li vam to na mail.

Can you please clarify how much money you had in your casino account before you lost access to it?

Thank you very much, michalvym, for your cooperation. I will now transfer your complaint to my colleague Michal ([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.

Hello michalvym,

I'm Michal, and I have taken over your complaint. I have examined your case, and I want to inform you that since this situation took place over 6 months ago, our assistance may be somewhat restricted. It is highly recommended to seek help at the earliest opportunity. I recognize that you have expressed your disagreement with the casino's actions directly to them, which is indeed the correct course of action; however, if you wish for your issue to be evaluated by other services or authorities, it is crucial to act promptly, as the time delay can influence the situation. Regardless, I will still reach out to the casino to provide further clarity on this issue and to see if I can help somehow.

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

Dear Spinarium Casino,

Please provide evidence of the alleged T&C violations involving the player, along with any non-public factors relevant to this case. Kindly share this information directly with me at [email protected].

Dear Casino Guru Team,

Thank you for bringing this matter to our attention.

We have reviewed the account in question and would like to clarify the following: the player’s total deposits amount to €915.33. These deposits have been fully compensated via successful withdrawals, which collectively total approximately €2,000. This includes a verified payout of €1,000, as shown in the screenshot provided by the player.

At the time of account restriction, there were no outstanding balances due to the player. The restriction was applied as part of our routine security and compliance procedures, which we are obligated to follow.

To date, we have not received any formal documentation or request from the player that would justify reversing or modifying the current status of the account. Nevertheless, we remain open to further review should new information be provided.

Please let us know if you require any additional details or documentation.

Best regards,

Spinarium Support Team

Thank you for your response, Spinarium Support Team.

Dear michalvym,

Can you please comment on the above?

Good day, although I made some withdrawals, it does not change the fact that after the win shown in the screenshot above, my account was blocked without notice. I request that my account be unblocked and my winnings be withdrawn. I have not committed any foul play. Approximately 1.8 million crowns were won on my account, to which I do not have access.

Dobry den, sice jsem nějaké vyběry provedl, nic to nemění na tom ze po vyh?e která je na screenu vy?e, mi byl bez upozornění zablokován ú?et. ?ádám odblokování mého ú?tu a vyběr těchto mych vyhranych prost?edk?. Nedopustil jsem se ?ádné ne?isté hry. Na mém ú?tu bylo vyhráno cca 1,8mil korun, ke kterym nemám p?ístup.

Dear Michalvym,

Please note that the current account status is part of a standard verification procedure applied to ensure the security and integrity of our platform. We understand that this may cause some inconvenience, and we appreciate your patience during the process.

Our team is currently reviewing the account, and if no violations or issues are identified, full access will be restored promptly. We are committed to resolving this matter as quickly and efficiently as possible.

If you have any further questions or require assistance in the meantime, feel free to contact us.

Best regards,

Spinarium Support Team

Good day, I have no further questions, I am waiting for verification by your casino because I am not aware of any violation of the rules.

Dobry den, nemam ?ádné dal?í otázky, ?ekám na prově?ení va?im casinem proto?e si nejsem vědom ?ádného poru?ení pravidel.

Dear Michalvym,

Thank you for your patience.

We sincerely apologize for the delay — a security check was required to ensure the safety of your account. We’ve requested that the process be expedited, and we're happy to inform you that it has now been completed. Your profile has been successfully unlocked.

You can now log in, continue playing your favorite slots, or withdraw funds in accordance with our platform’s rules.

Please note that your account currently falls under two withdrawal limits:

• A standard daily limit, which applies to all users depending on their VIP level.
• A monthly limit as per Section 9.6 of our Terms of Service — if your balance is at least 10 times higher than your total deposits, your withdrawals will be limited to €5,000 (or currency equivalent) per month. Otherwise, the standard monthly limit is €10,000.

If you have any further questions or need help, feel free to contact us — we’re here to assist you.

Best regards,

Spinarium Support Team

Thank you very much, will the limit be shown to me somewhere? Or do I have to calculate it somewhere?

Dekuji moc, uká?e se mi nekde limit? Nebo si musim někde po?ítat?

Thank you for the positive update, Spinarium Support Team.

I'm glad the player account has been successfully unlocked, and they can use all the features.

Dear Michalvym,

Now that your account has been restored and you are able to access all features as usual, can I consider your complaint resolved?

Yes, thank you for your help.

Ano, děkuji za pomoc

Dear Michalvym,

Thank you for your confirmation. I will leave the casino team to answer your question and later proceed with closing this case.

Dear Spinarium Support Team,

Please address the player's question. Additionally, I would appreciate your explanation of how the player can increase the withdrawal limit should they wish to.

Dear Michalvym and CasinoGuru Team,

Thank you for your questions!

At the moment, there is no live status bar that displays your exact remaining withdrawal limit in real time. However, you can view the daily withdrawal limits for each VIP level in the VIP Club section of your profile. If you've already withdrawn part of your daily limit, you'll need to keep track of how much remains manually.

As for increasing your withdrawal limits:

• The daily limit can be raised by progressing to a higher VIP level.
• The monthly limit (as outlined in Section 9.6 of our Terms) may no longer apply if your account balance becomes less than 10x your total deposit amount.

If any of your withdrawal requests are ever declined, feel free to contact our live chat so we can explain the reason and assist you directly.

Best regards,

Spinarium Support Team

Dear Spinarium Support Team,

Thank you for the clarification.

Dear Michalvym,

I hope the reply from the casino team provided clarity. As mentioned, if you need any assistance regarding this, I trust the casino live chat team will he able to help.

As per your previous confirmation, I will now proceed with marking this complaint as 'resolved' in our system. I would like to thank both parties for their cooperation. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru