BountySpin Casino - Player's winnings have been confiscated.

Bountyspin casino https://bountyspin.com/ refuses to payout my $5001.03 cash out. They said it was being checked and processed in 15-20 mins and then rejected the cash out with a "suspicious betting" reason and then forfeited my winnings. They didn’t even try and contact me first to ask me any questions. I messaged live support who said it was forfeited due to suspicious betting and manipulating the system.

it’s a new casino and I’ve made a few deposits and lost and this is the first time I won something from them. I asked what proof do they have or suspicious betting and they could not provide any

I have screenshots of the chat with live support if needed

Dear K1mch33,

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 what types of games you played?

Did you accumulate your winnings with or without a bonus?

Have you made any successful withdrawals from this casino before?

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

Hi Veronica

Could you please specify what types of games you played?

I played only games from JILI which is what I always play

Did you accumulate your winnings with or without a bonus?

without a bonus

Have you made any successful withdrawals from this casino before?

I had a $10 bonus credit in the promo section so still so I claimed it and won $50 which was processed straight away. This was after they rejected and forfeited my $5001 cash out

Have you passed the full KYC verification? It’s one of those new payid casinos and they don’t ask for identification unless they need it however my bank details are verified and working

Hi

just wondering if there’s been any progress? Do you reach out to the casino and ask for a response?

Thank you very much, K1mch33, 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.

Thanks Veronica and hi jakub!

Dear K1mch33,

I'm Kubo, and I have some unfortunate news to share with you.

I’ve already engaged in communication with the casino’s live chat, as it is the only option available to contact them. Unfortunately, their support has been unhelpful, providing only generic responses and failing to address any of my inquiries regarding your case. They repeatedly advised me to register and play on their platform without showing any genuine interest in resolving your issue.

Regrettably, there is no further way for us to assist you in this matter, and I must close this complaint as unresolved. Without cooperation from the casino, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority we can turn to.

I will mark this complaint as "unresolved" in our system. I understand this is not a satisfactory solution, and I truly empathize with you, but unfortunately, there is nothing more we can do at this time.

This casino falls into the category of casinos with a low safety index, as assessed by our analysts. These casinos often lack transparency, do not prioritize cooperation, and fail to address player concerns effectively. The absence of clear Terms & Conditions and the display of outdated or non-existent licensing authority logos should raise red flags for any player.

I strongly recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I’m sorry we couldn’t be of more help on this occasion.

Best Regards,

Kubo