Spinjo casino closed my account and doesn't want to pay

On the 22nd of October, I joined Spinjo Casino. I made my first deposit and lost €500. I then made a second deposit and received a bonus with it. I opened a slot and played, making sure that I followed the promotional rules. I had to make a large number of wagers since my money was locked. But in the end, I got very lucky and hit a win of €19,302.62. The funds were finally unlocked, and I made a withdrawal. I was sent an email asking me to send documents and a selfie. I sent the documents promptly, and they were accepted. I received the €4,000 I had withdrawn. But afterwards, the problems began.

I tried to log into my account, and a notification said that my account had been disabled (screenshot below). I then noticed that I had received an email from them. In it, they explained that due to an administrative decision, my account would remain closed but that I could withdraw my funds manually (see attachment "Email1). They asked me to provide a crypto address. I replied with "Here is my BTC address xxxxx". Several days passed with no reply, and I had to chase them up. Eventually, they asked me what network it was on, despite my saying previously that it was a Bitcoin address. Since then, I've received no funds. I've had to chase them continuously, and they just reply with vague assurances that the responsible department has been informed (see attachment "Email2").

I feel like there is no will to resolve this from the casino. I have been patient with them, complied with their requests, sent them sensitive documents, and have twice sent them all the details they needed to make payment as they said they would. They are happy to take my money when they lose. But the moment I win, they aggressively lock my account and stop paying further withdrawals. When the player loses, Spinjo receives their money instantly. So when the player is lucky enough to win, Spinjo should pay without these kinds of delays. I felt I was left with no choice but to raise a complaint here.

Thank you

Hello

I won 4500$ at spinjo casino, I verified my account and was paid 3000$ then on oct 9 I was sent this email.

"With regret, we have to inform you, that your account was closed by the administration's decision. We sincerely would like to avoid such a situation, but the decision is final. Your account couldn't be reopened, unfortunately."

They asked for my banking information so they could send me the rest of my winnings, which I sent and still haven't been paid.

I followed up on on oct 17, oct 22 and oct 24, every single tim,e each email went unanswered.

Please help me get paid askgambler.

Hello, I made withdraw spinjo casino 18.6.2024 , and next night it is taken 48 hours, vip team says it takes 24-72 hours, documents are approved fast nearly one minute, when I contacted chat and say if it is not approved friday it is taken more than 72 hours, and I think financial team is working next on monday, I get copy paste answer how difficult is make withdraw than deposit? Other Dama nv casinos make same, they wait 72 hours and not still paying unless contact come askgambler, or others.

Made a withdrawal 3 days ago that still hasn't been processed, I contact customer service but I only get copy and paste replies which is very frustrating, I ask them to contact the finance department for me but I get no personal help only these provocative auto replies then it becomes difficult to have reasonable communication and therefore sees no other solution than to contact Askgamblers.