RockySpin Casino - A conta do jogador foi suspensa.

Good evening, I have a problem at this casino. I made several deposits and withdrawals after my account was verified. For no reason, they suspended my account and are asking me for a bank statement showing all transactions since February 22nd to re-verify it. The account was already verified since I made several withdrawals. I've sent all kinds of documentation, but they keep rejecting it. I have €300 in my account that I can't withdraw, and I've sent statements, transaction history, etc., and none of them have been approved.

Buenas noches tengo un problema en este casino hice varios depósitos y también retiradas ya teniendo mi cuenta verificada. Sin motivo ninguno me suspenden la cuenta y me piden para volver a verificarla un extracto de cuenta de todos los movimientos desde el día 22 febrero. La cuenta ya estaba verificada puesto que hice varios retiros . He mandado todo tipo de documentación y solo hacen rechazarmela tengo 300€ en mi cuenta que no puedo retirar y le mandé extractos , movimientos ... y ninguno es aprobado

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Do I understand correctly that you have lost access to your casino account?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

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

Dear Gameover87,

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/casino.guru. 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,

Kristina

We’ve reopened this complaint at the request of Gameover87. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Gameover87, could you please give us an update regarding your situation? Please also return to my initial message and provide all the required information, so we can effectively proceed with your complaint. Thank you for your cooperation.

Hello. My account was closed, but I sent an email and they reopened it. However, I can't make a withdrawal. I played sports betting without an active bonus.

Hola. La cuenta estuvo cerrada pero envié un correo y me volvieron a reabrir pero no puedo hacer el retiro, jugué a las apuestas deportivas y fue sin bono activo

I need help. My account was verified, and a few hours later I made a withdrawal. My documents are being rejected again, and I still can't make the withdrawal. I've sent all kinds of documents, and they're all being rejected because they say they've been manipulated.

Necesito ayuda me verificaron la cuenta , y al cabo de unas horas que realicé el retiro. Me vuelven a rechazar los documentos y aún sigo sin poder realizar el retiro , ya envié todo tipo de documentos y todos son rechazados porque dicen que están manipulados

Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

All the conversations, which must have been over 50, have been via chat. It's always the same story: they keep stalling, asking me to upload the documentation, and then they keep denying it. I've sent all kinds of documents, and they've all been rejected. So now, my money's been frozen in my account for over three weeks.

todas las conversación que habrán sido más de 50 son por chat siempre lo mismo dando largas que suba la documentación y la siguen denegando. He mandado todo tipo de documentos y todos son rechazados . Así llevo más de 3 semanas con el dinero retenido en la cuenta

Dear Gameover87,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Gameover87,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite RockySpin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been closed and she is unable to withdraw any balance?

Thank you in advance for providing the information.

Hello. I just received a refund from the casino.

Hola . Acabo de recibir un reembolso por parte del casino.

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

Dear Gameover87,

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/casino.guru. 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,

Martina