Hello, on 27.2.2025 at 18:32 I won $ 14,451 at the casino spinarium.com. I continued the game and got to the amount of $ 18,000. At this point I wanted to pay the money, but the support told me I had to be verified by KYC. I sent documents and everything was fine. Support wrote that verification takes 3 working days. During the verification I played and the account was $ 15,000. Today I turned on Casino and wanted to try to withdraw the money again, but I got a ban, can you please help me?

Dear Maskot,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active 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,

Kristina

Hello Kristino, I played most often games from the pragmatic games provider, push gaming and no limit City. Unfortunately, I do not know the answer to the second question - I wait 11 days to verify, 4x I wrote to support why it takes a long verification, the answer was "waiting for the risk manager". Yesterday I was a casino for checking and I saw a ban. Last question: I had no active bonus. Thank you very much for your help

Thank you very much for your reply, Maskot. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Today, Streamer from the Czech Republic ended cooperation from Spinarium.com because it does not pay the winnings to players.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Household 100% not. But they play casino when I'm on the road on public Wi-Fi networks.

Thank you very much, Maskot, 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.

Thank you for help so far, I also hope that the problem will be solved soon, but the casino does not communicate. I hope Michal will help solve this situation.

Hello Maskot,

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

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

Dear Spinarium Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at [email protected]

Hello Michael, thank you for your help. This question I asked Spinariu 14 days back and I still have no answer .. I put the money from my credit card, provided all the documents to verify the KYC and instead of verifying I called the Days Ban.. i dont know where is problem.. thx

Hello! We have to inform you that the mentioned account has been permanently suspended due to a serious violation of Spinarium Casino’s Terms and Conditions.

Our internal monitoring system detected the creation and use of multiple accounts originating from the same IP address. Our Risk Department checked all the profiles and spotted suspicious activity. This behavior is classified as multi-accounting and is strictly prohibited on our platform.

Respectfully,

Spinarium Team

Spinarium, please give me evidence of my own multiple account with my name, credit card and all identification. My Spinarium account was established in the Czech Republic (I do not know whether at home or in the office) + I travel around the world and play casino. I don't see a problem anywhere. Submit the evidence please.

Dear Spinarium Casino,

Please forward me any evidence supporting the alleged violations of your terms and conditions at [email protected].

I'm looking forward to your prompt response.

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 Michal,

I have sent you the details that explain the reasons of the actions mentioned above.

Also I'm asking you not to share the information publicly, as it contains confidential information.

Thank you and waiting for your response.

Best regards,

Spinarium Team

Dear Spinarium team,

Thank you for your email. I have responded back with some other queries.

Dear Maskot,

As you previously mentioned that you travel around the world and play in casino, do you use a VPN or a similar software/App? If so, any chance you can share the IP address that you used before your casino account was closed?

Hello Michael and Spinarium, yes I use in the VPN world. Share an IP address? whom? I didn't share anything to anyone. I do not understand the question… It is not possible for someone else to have the same account for the casino with my credit card, data and screenshots from wins, even the biggest winnings on the Internet. If I dealt with $ 200 wave my hand, but we're dealing with $ 15,000 that I won my own money for me.

Dear Maskot,

Please confirm and write either here or to my email ([email protected]) the IPs you normally use with your VPN app and your home IP as well.

Btw, do you know the casino has this rule in their terms and conditions?

Have you had a chance to review the casino's terms and conditions? It's important to remember that by creating your account, you accepted those terms. While I'm still waiting for the additional evidence I requested from the casino team, the information and evidence I've received so far do raise some valid concerns.

Ji, Michael, IP Address of the TMobile provider on the Phone: 37.48.10.79, IP addresses in my house: 192.168.0.106, unfortunately VPN always changes the IP address and is never the same, so I can not trace. For any foreign casino, I had no problem with this until now at Spinarium. Unfortunately, I have not read the conditions and I would not expect to verify that if I verify my identity, the change of IP address will be annoyed. Spinarium could solve this matter by warning/admonition and not a ban with funds worth $ 15,000. Why didn't casino have been banned in the past, but only when I sent them enough money and finally won something?

Dear Maskot,

Thank you for the information. I understand some of your points; however, any discrepancies are usually identified during the Know Your Customer (KYC) and Anti-Money Laundering (AML) checks. These checks are generally performed only when a withdrawal request is submitted. I recognize that we are discussing a substantial sum of $15,000. I am still awaiting further details from the casino team, which I had previously requested, to determine whether the casino's actions are warranted. However, as I noted earlier, the information and evidence I have gathered thus far do present some legitimate concerns. Although I understand that you might not have been fully aware of certain rules and that some of your actions might have been made by mistake, unfortunately, this does not present a valid reason why the rules should not be adhered to, especially considering that you agreed to these rules when you created your casino account. I hope to provide more clarification of the situation soon, and maybe there will be a chance to find some kind of consensus.

Hello Michael, as I mentioned, other foreign casinos with VPN and I have never had a problem, I have also played spinarium for some time and has never been a problem until I wanted to choose finances. I admit that I could read the conditions, but I never thought that I would receive a ban and it would not be possible to negotiate. I am open to every agreement with the casino, but to really deposit my funds and playing casino was not a problem until a large selection of $ 15,000.

Another thing why I got the ban after a long time? Why could I put finances and lose? Why didn't there be any warning? $ 15000 for VPN is a big punishment. I am open to negotiations with the casino

Dear Maskot,

I understand your points and your experience with other casinos; however, it is important to recognize that each casino may establish its own set of rules. Moreover, there are a lot of casinos (most likely the majority) that forbid using a VPN completely. Please bear in mind that it is the player's responsibility to read and understand every casino's terms and conditions. You ultimately agree with them when you register your account. A lack of awareness regarding the rules does not constitute a valid justification for non-compliance.

Moreover, as I mentioned previously, any discrepancies are usually identified during the Know Your Customer (KYC) and Anti-Money Laundering (AML) checks. These checks are generally performed only when a withdrawal request is submitted.

This being said, I hope to provide more clarification of the situation soon. I remain hopeful that some form of consensus could be reached.

Dear Spinarium Team,

I'm looking forward to your response.

Thank you Michael, I also hope to find a common language with casino and reach an agreement. Even so, I used my own money from my account to win.

Dear Michal,

Our team has concluded an investigation of the users account and I have shared more details to your email address.

Thank you for your cooperation and understanding.

Best regards,

Spinarium Team

Me as the owner of a blocked account where was $ 15,000 Do you not bother to say strong reasons? I don't find an adequate blocking of $ 15,000. I am willing to agree, but this behavior does not seem fair to me. Precijen I won the finances from my own resources that I put from my own payment account.

Dear Spinarium Team,

Thank you for your email; however, it still does not contain the information and evidence I have previously requested to be able to assess the whole situation. I have responded back and am expecting you to provide me with the crucial information alongside the supporting evidence to be able to provide our evaluation of this complaint.

I'm looking forward to your prompt response.

Dear Michal,

We have sent you a followup email with the information you requested.

Thank you!

Best regards,

Spinarium Team

Dear Spinarium Team,

I appreciate your email. I have replied with a few further inquiries.

Hello Michael and Spinarium team, I will be glad for an acceptable agreement for Casino and for me. These are not small finances ($ 15,000) Finance from which I won these finances are from my bank account and the winnings were real. Thank you for your positive processing.

Dear Michal,

We have sent you an email request for an additional clarification regarding the case.

Best regards,

Spinarium Team

Dear Spinarium Team,

Thank you for your email. I have provided a detailed response, including the essential information and supporting documentation required for our evaluation of this complaint.

I appreciate your attention to this matter and look forward to your reply at your earliest convenience.

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 Michal,

I have sent you an email with further details.

Best regards,

Spinarium Team

Dear Spinarium Team,

Thank you for providing us with all the information and evidence to assess the whole situation.

Dear Maskot,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions. During the verification process, several discrepancies were identified. The results suggest that multiple accounts associated with your account were created within a relatively short timeframe from the same IP address, with the same bonuses claimed and gameplay patterns that are identical or strikingly similar, which cannot be regarded as mere coincidence. The casino team enforces a strict policy on cases involving multiple accounts used in this and other ways, as was previously communicated to you.

I can assure you that we, as an independent party, have carefully reviewed all the information and evidence we could gather, and the casino team acted in accordance with their rules, to which you agreed when registering your account.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority if you feel justified in your position, but we are unable to offer any additional assistance regarding this issue.

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru