The 3rd party operators featured on this page are featured on a non-commercial basis with no commission arrangements in place. 21+. Gambling Problem? Call 1-800-GAMBLER.

HomeComplaintsCandy Spinz Casino - Player’s account has been closed.

Candy Spinz Casino - Player’s account has been closed.

Amount: €1,500

Candy Spinz Casino
Submitted: 23 Mar 2025 | Closed : 23 Apr 2025
Closed Our verdict

Unjustified complaint

REJECTED

Case summary

The player from Spain had generated profits of 1,500 euros but encountered difficulties during the withdrawal process, which led to the blocking of his account across all casinos in the group. He reported that the casino cited terms and conditions as justification for the closure. The Complaints Team confirmed that there were no funds in his account and, due to this, the complaint was rejected.

Public
Public
Translation

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.

Automatic translation:
Public
Public

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


Public
Public
Translation

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.

Automatic translation:
Public
Public

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.

Sensitive attachment
Sensitive attachment
Translation

Real money slots.

Automatic translation:
Public
Public

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.

Public
Public

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.

Public
Public

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

Public
Public

Hello Curritokira,

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

I'll be awaiting your reply.

Public
Public
Translation

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.

Automatic translation:
Public
Public

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.

Public
Public
Translation

I don't know

Automatic translation:
Public
Public

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.

Public
Public

Hello, Stefan!


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


Best regards,

Candy Spinz Casino

Public
Public

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.

scamalert_1_alt
Casino Guru employees will never ask for your password or other personal information, try to access your casino or bank account, or request payment for our services.
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news