Candy Spinz Casino - A conta do jogador foi encerrada.

I make a profit at the casino worth 1,500 euros.

I begin the withdrawal process and it becomes an odyssey

Finally, they blocked my account from all the casinos in the group, saying they could do it because it was stated in the terms and conditions.

I attach a screenshot of your response.

Obtengo beneficios en el casino por valor de 1.500 euros

Empiezo el proceso de retirada y se convierte en una odisea

Finalmente me bloquean la cuenta de todos los casinos del grupo diciendo que lo pueden hacer pq así consta en los términos y condiciones.

Adjunto captura de su respuesta

Dear Curritokira,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly you submitted your withdrawal request?

Has the casino approved your withdrawal of 1500 €, or is it still showing as pending in your account?

Have you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

The application is dated March 15th.

I've been blocked from this casino and all the others in the group for no reason.

Yes, I had passed full KYC verification.

La solicitud es del 15 de marzo.

Me han bloqueado en este casino y en todos los del grupo sin motivo.

Sí había pasado verificación KYC completa

What types of games did you play? Were they slots, live casino games, or sports betting?

Did you accumulate your winnings with or without a bonus?

Please forward me the email you received from this casino after your account was blocked at veronika.f@casino.guru.

Real money slots.

Tragamonedas con dinero real.

Thank you very much, Curritokira, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Curritokira,

I am so sorry to hear that your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now, I would like to invite a Candy Spinz Casino representative to join this conversation and participate in resolving this complaint.

Dear Candy Spinz Casino,

Could you please state why the player's account got blocked?

Thank you in advance for providing the information.

Hello!

As stated in our Terms and Conditions under clause 10.3, Candyspinz reserves the right to close your User Account and to refund to you funds from the balance of the User Account (if any), subject to the deduction of relevant withdrawal charges, at Candyspinz's absolute discretion and without any obligation to state a reason or give prior notice.

Please note: there are no funds in the user's account. An email has been sent with further information regarding this matter.

Best regards,

Candy Spinz Casino

Hello Curritokira,

Could you confirm that you do not have any balance in your account?

I'll be awaiting your reply.

Since I've been blocked and can't verify deposits because they use fake trading codes to operate illegally in Spain, I'm at a dead end.

I guess that will be their modus operandi.

Dado que me bloquearon y no puedo verificar los depósitos porque usan códigos de comercio falsos para poder operar ilegalmente en España, estoy en un callejón sin salida.

Supongo que ese será su modus operandi

Hello Curritokira,

Could you please respond to my question? Could you confirm that you do not have any balance in your account?

I'll be awaiting your reply.

I don't know

Lo desconozco

Dear Candy Spinz Casino,

Could you provide us with a screenshot from the player's account showing the current balance? Could you provide us with the transaction history? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Hello, Stefan!

We have provided the complete information via email. Kindly review it at your earliest convenience.

Best regards,

Candy Spinz Casino

Hello Curritokira,

We have received a confirmation and a proof that you do not have any funds in your casino account.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.