Vincispin Casino - O pedido de desistência do jogador está faltando.

I am writing this complaint about Vinci Spin Casino.

I won money at the casino and requested a withdrawal of 1000€ to my Luxon Bank IBAN account. The withdrawal was processed from the casino side, but my bank rejected the payment. Because of this, the money should have been returned back to my casino account.

However, the 1000€ was never added back to my casino balance.

I have clear proof from my bank, including my lifetime account statement showing that the payment was rejected. I also have an official "return to sender" confirmation from the bank. I sent all of these documents to the casino as evidence. Despite this, they refuse to accept the documents and will not return the 1000€ to my account.

I was able to verify my account and successfully withdraw the rest of my winnings to a different bank account without any issues. The only missing amount is this 1000€, which was rejected by the bank and should have been returned to my casino balance.

I am asking Casino Guru to please help me resolve this issue. I have provided all the necessary proof, and I believe the money should be returned to my casino account, as it was never received by my bank.

Thank you for your help.

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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 made any successful withdrawals from this casino before?
• When exactly did you submit your withdrawal request of 1000€ from this casino?
• When exactly did you receive information that the transaction was rejected by your bank?
• Please forward me the communication between you and the casino customer support regarding the missing transaction at veronika.f@casino.guru.

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

Hi Casino Guru,

Thank you for your reply.

Yes, i have made successful withdrawals from this Casino before. The problem was that on the 25th November 2025 I made a withdraw of 1000€ and when the Casino processed it there end the following day it raised a flag to my bank so my bank therefore returned the 1000€ back to the Casino via instant pay, closed my account down completely because of it. The casino never added this back to my casino balance nor accept proof from my bank that they sent it back. They email a reply that they have not had it back and leave it like that really. 1897€ remaining balance has been paid to an alternative Iban of mine since but still missing 1k that they had back but will not admit they have it. I will attach the screenshot from my bank that started the process that i knew they were going to shut the account down and email everything else.

Thank you for you help here.

Please forward me the communication between you and the casino customer support regarding the missing 1000€ transaction at veronika.f@casino.guru. These can be emails, screenshots, or chat transcripts. Thank you for your cooperation.

Hi Veronika,

All communication has already been sent to your email on the 9th of March.

The emails I forwarded contains all communication and attachments to proof that my bank has returned the 1000 EUR.Both for Savaspin and vincispin

Please check if you have received my emails from the 9th of MArch

Hello BrickmanLee,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear BrickmanLee;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I reviewed the information provided and found only the information you provided on March 9th.

I would like to ask you once again to provide the communication related to the missing transaction, specifically. If there is any news or updates you wish to share, you can do so as well.

We apologize for duplicate requests. Share this information directly in the thread or to my email at tomas@casino.guru

Thanks for your understanding.

Dear BrickmanLee,

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,
Tomas
Casino.Guru

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

Player's message:

Sorry I was away can we open this complaint again.

Dear BrickmanLee,

I would like to ask you once again to provide the communication related to the missing transaction, specifically. If there is any news or updates you wish to share, you can do so as well.

We apologize for duplicate requests. Share this information directly in the thread or to my email at tomas@casino.guru

Yes I am in talk with them. Only nothing so far maybe they can join here I provided them with all the proof.

Kindly provide your most recent communication with the casino so we may better assess the situation.

Send the information to my email at tomas@casino.guru

Looking forward to your reply.

Dear BrickmanLee,

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.

Thanks for your reply.

Kindly provide me with the relevant communication regarding the issue where you discussed the situation with support and the casino's responses. Include only relevant responses that may help us assess what the casino requires and what you provided to the casino already.

We apologize for the inconvenience.

Dear BrickmanLee,

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.

Everything has been sent to you do you not receive?

Thanks for your reply.

We can't consider the information you provided to us as sufficient to provide context or pursue the case.

Were you in contact with the casino since February? What messages have you exchanged with the casino relevant to the case of the missing transaction?

Would you be able to share it with me?

I apologize for the inconvenience.

Dear Tomas,

I have forwarded the email that i sent to the Casino as proof from my bank in pdf that 1000€ was sent back to them. My bank basically red flagged 2 1000€ payments from Vincispin and savaspin. 1000€ for each one, sent it back to the Casino and closed my account because of all this. I sent proof of return to sender to both and they just say its was processed our end which is correct it was but then sent back to them but they will not admit to that and add back to my casino balance to withdraw. They have 2k of my money.

Dear BrickmanLee,

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, Stefan (stefan.m@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,

Tomas

Dear BrickmanLee,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Vincispin Casino to join this conversation and assist in addressing the complaint.

Dear Vincispin Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear BrickmanLee,

We would like to kindly ask for some additional information to assist us in reviewing your case.

Regarding your MiFinity account, we require further clarification for the transaction dated 13 January. As MiFinity accounts may contain multiple e-wallets, please confirm whether you have other e-wallets and ensure that the correct statement has been provided. If possible, we also ask you to send a screenshot from your MiFinity account showing all linked e-wallets, as this would be helpful for our investigation.

Alternatively, please provide a bank statement covering the period from 13 January up to the present date.

With regard to Luxon, please note that the transaction dated 26.11.2025 is older, and we have already provided proof of payment. However, we have not received any funds back from them. As previously requested, please provide an updated bank statement along with an official document confirming the closure of your account, as also mentioned in your complaint.

Thank you for your cooperation. We look forward to your response.

Kind regards,

Vincispin Casino

Dear Stefan and Vincispin,

I have contacted my bank and they have now sent me proof of account closure. I have attached on here and emailed as instructed.

I have sent proof many times that my luxon account bank sent you the money back. 1000€ to that account is the basis of the dispute here. Everything else i received.

Lee

Dear Vincispin Casino,

Could you please provide your comments regarding this case?

Thank you in advance for your cooperation.

I look forward to your response.

Dear BrickmanLee,

Thank you for providing the requested documentation.

Upon further review of the documents you have submitted, we noticed that the documentation provided regarding the return of the funds does not correspond to the transaction withdrawn from your casino account.

Specifically, the proof of payment you previously provided refers to a transaction with the ID 550562**********, while the Luxon document you have recently submitted refers to a different transaction with the ID 704828**********.

To proceed with the resolution of your case, we kindly ask you to provide documentation confirming the return of funds that specifically relates to the disputed transaction with the ID 550562**********.

Thank you for your understanding. If you have any further questions or require any assistance, please do not hesitate to let us know.

Best regards,

Vincispin Casino

Dear Vincispin,

2 payments were sent back. One to you and the other to savaspin which is the same payment provider so i will attach both on here.

Dear BrickmanLee,

Thank you for your response and for providing the additional documentation.

Could you please confirm whether you have now provided the casino with all of the requested documentation relating to the disputed transaction?

I look forward to your response.

Hi Stefan,

I believe so yes.

Dear Vincispin Casino,

Thank you for your continued cooperation.

The player has confirmed that they have provided all of the requested documentation relating to the disputed transaction.

Could you please review the submitted documents and update us on the outcome of your investigation? If any additional information is still required, please specify exactly what is missing so that the player can provide it without further delay.

I look forward to your response.

Dear BrickmanLee,

We would like to inform you that we have not received any new messages containing the requested documentation since our last response. As the previously provided documentation does not relate to the withdrawal made on our platform, we are unable to proceed with further investigation at this time.

If possible, please provide the relevant documentation for the transaction with ID 550562** by sending it to our email address at support@vincispin.com. Kindly include the subject line "CasinoGuru" to ensure a faster resolution of your case.

If you have used an alternative email address to send the documentation, please let us know so that we may locate your submission.

Thank you for your understanding and cooperation.

Best regards,

Vincispin Casino

Just sent both again titled email casino Guru. You could have also seen them on this thread.

Dear Vincispin Casino,

Thank you for your response and your continued cooperation.

Could you please review the newly submitted documentation and let us know the outcome of your assessment? If you are still unable to locate the email or if any additional documentation is required, please specify exactly what is missing so that the player can provide it without further delay.

I look forward to your response.

Vincispin,

What are you doing? This is the reply i get from my email titled Casino guru as requested. You have had bank statements. Proof of return to sender from my bank and proof of account closure and see this new email.

Hello, Lee!

Thank you for reaching out to us!

To help us look into the issue more closely and assist you as quickly as possible, we kindly ask you to provide a bank statement covering the period from 25.11.2025 to today. The statement should include:

- Your full name

- Your bank account number

- A clear list of transactions

Please attach the statement as a PDF file in your reply to this message.

If you have any questions or need help with anything else, don’t hesitate to get in touch — we’re always here to support you.

Thank you for understanding!

Warm regards,

Janette

Casino Support Team

Dear BrickmanLee,

We would like to inform you that your case is still in progress, as we are currently continuing our investigation with the payment provider regarding the return of the funds.

We acknowledge that you have already submitted the requested bank statement, and therefore no further documentation is required from your side at this time.

Please be assured that we will promptly update you as soon as new information becomes available.

Thank you for your cooperation and understanding.

Best regards,

Vincispin Casino

Dear Vincispin Casino,

Thank you for your response and for clarifying the current status of the investigation.

We appreciate the confirmation that no further documentation is required from the player at this stage.

Could you please keep us updated regarding the progress of the investigation with your payment provider and inform us of the outcome as soon as it becomes available? As this complaint has been ongoing for some time, we would appreciate it if the investigation could be concluded as soon as possible.

I look forward to your response.

Sorry, you can’t access this site in your country

Dear BrickmanLee,

We would like to inform you that, following an extensive investigation and your cooperation, the funds have been located and returned to your casino account. You may now proceed with a withdrawal.

Additionally, if you are experiencing issues accessing the site, we recommend using your mobile device and accessing the site directly through your browser. If possible, you may also try downloading our official mobile app, as this may resolve the issue as well.

We apologize for any inconvenience caused by this temporary technical issue on our side. Please try logging in again a little later. If neither method works, please let us know.

Best regards,

Vincispin Casino

Dear BrickmanLee,

Thank you for the update.

Could you please let us know whether you were able to access your casino account following the casino's instructions? If so, we kindly ask you to request a withdrawal and let us know once you have done so.

I look forward to your response.

Dear BrickmanLee,

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.