DeeSpin Casino - Player's winnings have been confiscated.

I deposited $100 and they added a first deposit bonus of $20. I played until I had cleared how much needed to be played and also over the minimum withdrawal amount.

when I went to withdraw they kept rejecting it. First stating I needed to verify my bsb. I contacted the live chat and they stated it was in process. But then it was still rejected. Anyways i kept playing and ended up getting my total amount to $800 so i tried to withdraw that which was also rejected and then the website took my whole winnings stating I violated their daily bonus rules. They sent a picture stating I used the feature spin, however in my daily bonus rules it doesn’t state that. It only says I can’t buy or save a bonus. Which I never did. The reason for them forfeiting my entire winnings of $800 has changed three times. Since I provided them with a picture of my rules on the daily bonus they have now changed their reason to I’ve breached their websites terms and conditions. Which I have not. I’ve provided them with photos of my rules and I’ve also asked for a better explaination which they cannot provide. They just keep saying nothing I do can’t get my $700 winnings back. I’ve asked for a number or email address to talk to someone else about my issue but they will not provide anything except an automated response. That $700 is a lot of money for them to just take an not provide clear evidence or reason for taking.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

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

Attila

Hi,

thanks for your reply. I jumped between a few games but they’re all very similar style. I’ll attach my daily deposit rules and then the rules they’re trying to use against me which don’t match the rules for the bonus that was activated. First it was I violated the daily deposit bonus rules then it was I used the feature spin in one of the games and when my rules didn’t say anything about the feature spin they changed it to I violated the websites terms and conditions the bet size varies from $1-$3.

This is my rules. Nothing about feature spins

The one they sent me saying I violated that rule but it’s not in mine.

Proof of the bonus added so the rules match

The one game I played with the double chance bet activated. But this is the style I played but on multiple games.

I can’t attach any more images but I have a few more if needed.

thank you

Hi

just a photo of their first reasoning being the bonus added that they then changed up because it’s not in my bonus rules

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

No problem at all thank you

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,

Attila

Dear Tashsales07,

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 DeeSpin Casino to join this conversation and assist in addressing the complaint.

Dear DeeSpin Casino,

Could you please provide your comments regarding the situation?

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

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi,

just wondering what that means for my money if the complaint is closed?

thanks

Dear Tashsales07,

I hope this message finds you well.

I am afraid that we won't be able to help you with this issue without the casino's cooperation, as the casino displays a fake license on its website. Unfortunately, we have not even been able to establish communication with the casino, and therefore we do not expect to receive any response from them during the remaining time.

If the casino continues to ignore our attempts to contact them, we will most likely have to close the complaint as unresolved. While this outcome may negatively affect the casino's rating on Casino.Guru, it does not guarantee that your funds will be returned. Unfortunately, without the casino's cooperation, there is very little we can do to recover your money.

I am genuinely sorry that we are unable to provide more positive news in this situation.

Dear Tashsales07,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru