Spins Of Glory Casino - A conta do jogador é encerrada e os ganhos são confiscados.

The site has blocked my account and does not want to pay out my winnings of 420 euros

Die Seite hat mein Account gesperrt und will mir mein Gewinn von 420 Euro nicht auszahlen

Hello,

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.

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

What types of games did you play to accumulate your 420€ winnings? Were they slots, live casino games, or did you place bets on sports?

Did you play with or without a bonus?

Have you contacted customer support to ask about the reason why your withdrawal request was cancelled and your account was blocked?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I had verified myself so far.

I had accumulated the winnings through slots.

The problem started when I reported a scam on the site.

At some point, they put my account on hold for verification. Then my previously requested withdrawal was canceled. When the verification was complete and apparently nothing was found, I sent documents by email for reactivation. Then I received an email back stating that my account remained blocked. I've already tried several times to contact the casino about the withdrawal, but there's been no response.

I'm slowly becoming desperate.

Kind regards, BS

Ich hatte mich soweit verifiziert.

Die Gewinne hatte ich durch Slots angehäuft.

Das Problem fing an als ich einen Betrug auf der Seite gemeldet hatte.

Daraufhin haben die Irgendwann mein Konto Zwecks Überprüfung erstmal auf Eis gelegt. Dann würde meine vorher angewiesene Auszahlung storniert. Als die Überprüfung dann durch war und angeblich nichts festzustellen war hatte ich Dokumente zwecks der wieder freischaltung per Mail gesendet. Dann kam eine Mail zurück das mein Konto gesperrt bleibt. Hatte jetzt schon mehrere Versuche unternommen wieder mit dem Casino in Kontakt zu treten wegen der Auszahlung aber keine Reaktion.

Ich verzweifele langsam.

Mfg B. S.

Please forward me all the communication between you and the casino regarding the closure of your account at veronika.f@casino.guru.

Could you also kindly specify what scam you reported on the website?

I complained because money was debited from my account and gambled on the site.

Ich hatte mich beschwert weil von meinem Konto Geld abgebucht wurde und auf der Seite verspielt wurde.

I had sent them the complete conversation via email

Ich hatte ihnen über E-Mail den kompletten Gesprächsverkehr mal zukommen lassen

Thank you for your emails. Based on the information provided by the casino, it appears that the balance in your account was used during regular gameplay and that no real money remained at the time your account was closed. Could you please confirm if this matches your understanding?

It's really nice how the casino responded, after they even responded to my inquiry regarding the remaining balance. But that was probably just an oversight on their part.

No, the casino's statement is definitely false. There was definitely still a balance left in my account. 420 euros!!!!!

Since I made the withdrawal of the balance shortly before my account was initially blocked, I had no chance of losing it. Therefore, the casino's statement is complete nonsense. However, since they haven't responded even though I sent more photos for the purpose of reopening my account, I suspect they've simply muted me.

I hope you can help me please.

Kind regards, Benedikt S.

Das ist ja echt nett wie das Casino reagiert nachdem sie sogar nochmal auf meine Anfrage reagiert hatten zwecks des Restguthabens. Dies war aber auch wahrscheinlich nur ein Versehen von denen.

Nein die Aussage des Casinos ist auf jedenfall falsch. Auf meinem Account war definitiv noch Restguthaben vorhanden. 420 Euro !!!!!

Da ich ja die Auszahlung des Guthabens gemacht habe kurz bevor mein Account erstmal gesperrt wurde hätte ich gar keine Möglichkeit gehabt es zu verspielen. Daher ist die Aussage komplett Blödsinn vom Casino. Da die aber auch nicht mehr reagieren obwohl ich nochmal Fotos geschickt hatte Zwecks der Wiedereröffnung meines Kontos habe ich leider die Vermutung daß die einfach auf stumm schalten.

Ich hoffe ihr könnt mir helfen bitte.

Mfg Benedikt S.

Furthermore, you can even see from the emails that when my account was blocked, I specifically asked whether the payout would still be processed.

The employee's statement was yes and 2 days later it was canceled by the system and I had no way to access it anymore

Außerdem kann man aus den E-Mails sogar entnehmen das ich als mein Account gesperrt war Extra nachgefragt hatte ob die Auszahlung weiter bearbeitet wird.

Die Aussage des Mitarbeiters war ja und 2 Tage später wurde sie vom System storniert und ich hatte keine Möglichkeit mehr drauf zu zugreifen

Thank you very much, Forzatoto25, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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.

Thank you for trying to help me with this issue, as the operator does respond to my repeated inquiries but then mutes me again and doesn't respond again, which probably means they know they're wrong.

I find it very sad for a provider who could laugh at such a sum but I will stick with it because I know that I am right

Vielen Dank das sie mir probieren bei dem Thema zu helfen da der Betreiber zwar bei meinen erneuten Anfragen zwar reagiert aber dann wieder auf stumm schalten und nicht mehr reagiert das sie wahrscheinlich wissen das sie nicht im Recht sind.

Ich finde das halt sehr traurig für so einen Anbieter der auf so eine Summe lachen könnte aber ich bleibe dran da ich weiß das ich in Recht bin

Dear Forzatoto25,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spins Of Glory Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spins Of Glory Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of their winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear Forzatoto25,

Thank you for bringing this case to our attention.

We have initiated a thorough investigation into the matter and are currently reviewing all the details.We will provide a comprehensive update and explanation as soon as our investigation is complete.

Thank you for your patience.

Kind regards,

Spins Of Glory Casino.

Dear Forzatoto25,

Thank you for bringing this case to our attention.

We have reviewed the matter and sent you an email outlining the specific documents required in order to proceed with the reactivation of the account.

Please review the information provided and share the requested documents at your earliest convenience. Once received, we will continue with the reactivation process promptly.

Thank you for your cooperation and patience.

Kind regards,

Spins Of Glory Casino.

Good evening.

A huge plus to Kubo and the team for getting the whole thing rolling.

I've been chasing this whole thing for over a month now.

To the spokesperson for Spins of Glory, I have sent you all the information, including ID and all connections, at least four times now.

By reactivating, I hope I can only pay out my balance and then that will be it.

Schönen guten Abend.

An Kubo und das Team ein mega Plus das ihr die ganze Sache ins Rollen gebracht habt.

Seit über einem Monat renne ich jetzt schon der ganzen Sache hinterher.

An den Sprecher von spins of glory ich habe euch mittlerweile bestimmt schon 4 mal die ganzen Daten zukommen lassen mit Ausweis und allen Verbindungen.

Durch die Reaktivierung hoffe ich nur mein Guthaben auszahlen zu können und dann war es dann auch gewesen.

I'm just asking that we can come to an agreement now so that we can slowly put this behind us.

Ich bitte nur darum das wir uns jetzt bitte einigen können damit wir das jetzt auch mal langsam abhaken könnten.

We would like to clarify the situation regarding this case.

The player’s account was blocked for security reasons after they reported that a third party might have gained access to it. We carried out a full investigation but did not find any suspicious activity connected to the account.

The player may now decide whether they wish to have their account reopened. If so, we strongly recommend changing the account password immediately for security purposes. Regarding the last withdrawal request of €420, unfortunately, this was rejected by the payment provider. The funds, however, were automatically returned to the player’s account balance, and no deduction was made.

Should the player not wish to have their account reopened, we are able to arrange a manual payout of the remaining balance instead.

Kind regards,

Spins Of Glory Casino.

Very good morning

I would like to receive only the remaining balance, a manual payout so to speak.

The account itself does not need to be reactivated.

Schönen guten Morgen

Ich würde gerne nur das restliche Guthaben ausgezahlt bekommen also eine manuelle Auszahlung sozusagen.

Der Account selber muss nicht reaktiviert werden.

Dear Forzatoto25,

Thank you for bringing our attention to this matter.

Please note that we have sent you an email. When you have a moment, please review its contents and respond at your earliest convenience.

Thank you for your cooperation.

Kind regards,

Spins Of Glory Casino.

I received the email and replied to it today, and of course I hope it will be processed quickly.

Mfg [redacted by Casino Guru]

Die E-Mail habe ich erhalten und heute drauf geantwortet und hoffe natürlich auf eine schnelle Bearbeitung.

Mfg [redacted by Casino Guru]

Dear Forzatoto25,

We are pleased to inform you that the payment has been successfully processed.

The fund may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

Spins Of Glory Casino Team.

Beautiful good day.

I saw that the withdrawal was being processed at 11:15. Unfortunately, two hours later, it was canceled by your system.

I hope this was just a mistake and that they will push the payout again so that everything can go smoothly now.

Mfg [redacted by Casino Guru]

Schönen guten Tag.

Ich hatte gesehen das die Auszahlung in Bearbeitung ist um 11:15. 2 Stunden später wurde sie aber leider schon wieder vom ihrem System storniert.

Ich hoffe das dies nur ein Versehen war und das die Auszahlung von ihnen nochmal angeschoben wird sodass es jetzt alles seinen Gang geht.

Mfg [redacted by Casino Guru]

Dear Spins Of Glory Casino,

Thank you for the good news and for processing the player’s refund. However, it appears that the withdrawal request has been cancelled by the system. Could you please look into this issue and advise what caused the cancellation and how it can be resolved?

Thank you for your assistance.

Dear Kubo,

We’ve reached out to the player requesting an alternative payment method in order to proceed with the payout, as the originally provided option could not be used.

We will process the payment as soon as the player provides the necessary details.

Please let us know if you require any further information.

Kind regards,

Spins Of Glory Casino Team.

The account has been created with Neteller. But now I hope it will be finalized. I replied to the email.

Mfg [redacted by Casino Guru]

Der Account ist erstellt bei neteller. Jetzt aber hoffe ich das es mal zum Abschluss gebracht wird . Auf die E-Mail hatte ich geantwortet.

Mfg [redacted by Casino Guru]

Dear Spins Of Glory Casino,

Thank you for your update.

Dear Forzatoto25,

As you have already provided all the required information, I believe it is now only a matter of time before the funds are released and transferred to you. Please let me know once you have received the funds.

Thank you for your cooperation and patience.

Dear Forzatoto25,

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.

Good morning, everyone.

I'm still working on the matter since the casino supposedly only allows crypto withdrawals. I need to look into the matter properly first, as I haven't had anything to do with it before.

Unfortunately, this complicates the whole thing a bit.

Einen schönen guten Morgen.

Ich bin noch an der Sache dran da das Casino angeblich nur krypto Auszahlungen machen kann muss ich mich erstmal mit der Sache richtig beschäftigen da ich damit so noch nichts zu tun hatte.

Das kompliziert die ganze Sache etwas leider.

Dear Forzatoto25,

Thank you for the information. I’m following up after a week to check whether you’ve decided on your next steps. Would it be possible for you to withdraw your funds using cryptocurrency?

So, on Sunday I sent the casino two emails with options for how they could send me the money. One was to a different, new bank account, and the other was a Bitcoin deposit link. I'm hoping that if the casino decides to transfer the winnings via cryptocurrency, I can then convert the balance and have it sent to my bank account. Now I'm just waiting for a response from the casino. I hope they get back to me soon.

Regards [redacted by Casino Guru]

So ich habe dem Casino am Sonntag 2 E-Mails zukommen lassen mit Möglichkeiten mir das Geld zu Senden. Einmal auf ein anderes neues Bankkonto und einmal ein Einzahlungslink für Bitcoin. Ich hoffe das ich dann das Guthaben falls mir das Casino den Gewinn per krypto überweisen sollte umwandeln kann und mir dann auf mein Konto zuschicken kann. Jetzt warte ich nur noch auf Antwort vom Casino. Ich hoffe die melden sich zügig.

Mfg [redacted by Casino Guru]

Dear Forzatoto25,,

We are pleased to inform you that your refund request has been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.

Kind Regards,

Spins Of Glory Casino Team.

Very good morning.

The money has arrived, thank you very much. I would like to contact the Casino Guru team and express my sincere gratitude for the competent help I received through their website.

Big plus for you.

Regards [redacted by Casino Guru]

Schönen guten Morgen.

Das Geld ist angekommen vielen Dank. Ich möchte mich an das Team von Casino Guru wenden und an diejenigen auch einen großen Dank aussprechen für die kompetente Hilfe die ich über die Seite erfahren habe.

Großen Pluspunkt für euch.

Mfg [redacted by Casino Guru]

Dear Forzatoto25,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best regards,

Kubo