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I would like to file a complaint against Spinarium Casino.

My Spinarium account was blocked with the message "Rollback abuse". I strongly deny this accusation. I did not commit any rollback abuse, did not try to gain any unfair advantage, and I only created one single account on Spinarium.

At the time of the block, my total balance was BRL 285 including bonus funds. However, I am not claiming any bonus funds, promotional balance, or bonus-related winnings.

I am only requesting the return of my own deposited funds: BRL 249, deposited via Pix.

After the block, I contacted Spinarium support asking for a formal explanation, the specific Terms of Service clause allegedly violated, the evidence supporting the accusation, my full account statement, and the refund of my own deposited funds.

Their first response was generic. They said that abusing games or gaining an unfair advantage is against their Terms of Service, that they have a zero-tolerance policy, and that the decision to block my account is final and cannot be reversed.

I then clarified again that I was not asking for bonus money, only for my own deposited funds of BRL 249. I also asked them to provide the specific evidence, the exact action considered abusive, the date and time of the alleged violation, the game or transaction involved, and the clause of the Terms of Service that justified retaining my deposit.

Spinarium later replied: "Sorry, but we do not provide any refunds."

After I asked them to at least provide the evidence supporting the accusation, they replied: "Sorry, but we are not required to provide proof of your ban or disclose any details about our methods, as this may compromise the security of our system."

In my opinion, this does not properly address the issue. I understand that a casino may protect its internal security methods, but I believe it should still provide at least a clear explanation, the relevant Terms of Service clause, and enough evidence to justify retaining a customer’s own deposited funds.

I am not requesting any bonus funds or promotional winnings. I am requesting only the return of BRL 249, which was my own money deposited via Pix.

I can provide the Pix payment receipt, screenshots of the blocked account message, and the full email conversation with Spinarium support.

Requested resolution:

I request that Spinarium either:

1. Refund my own deposited funds of BRL 249; or

2. Provide clear evidence, the exact Terms of Service clause, and a detailed explanation proving why they are entitled to permanently retain my own deposited funds.

Thank you.

[redacted]

Registered email: [redacted]

Disputed amount: BRL 249

Total balance at the time of block: BRL 285 including bonus funds

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Dear Arthur_gomes,

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 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)
• Could you please specify the bonus that you took before getting blocked?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here

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

Best regards,

Jean

Dear Arthur_gomes,

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,
Jean
Casino.Guru