Good morning, I started at the casino without a bonus with 150 euros and I reached 480 euros, then I made the first withdrawal normally 200 euros and on the second withdrawal they started asking me for identification and I sent everything and suddenly they send me an email and tell me that I violated the term 3.17 and they are withholding my winnings and closing my account. Is it possible?? I have not violated any term they say they just want to eat my money.

What can we do?

Dear xaris888,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinoloco 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 to support your complaint? 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 was a player for almost 1 month and I only played sports bets. I didn't get any bonuses. And I will send you all the conversations to your email.

Because at some point in the emails they sent me that I had duplicate accounts and as soon as I replied that you were wrong they apologized and asked me not to receive this message at all. I have forwarded all the emails to you.

Thanks for your reply and for sharing this information.

Did the casino insist on the accusations made on the 10th of June this time, or was this message also sent to you in error?

Please let me know.

Yes, he insisted, as I told you, they closed my account and they don't even answer my emails... since the 10th of the month they haven't answered me again, I've sent them 3 emails to give me information about the violation but they don't send or respond. So I don't have any violation, otherwise they would send them, they just want to eat my money, this casino is dangerous.

Thank you very much, xaris888, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([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 there,

Thank you xaris888 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinoloco Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and winnings confiscated.

Thank you!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear xaris888,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter