Duffspin Casino - Player’s winnings are confiscated.

Το καζίνο ενώ έπαιξα με μπόνους κατάθεσης του οποίου οι όροι ήταν ότι μπορώ να κάνω ανάληψη πόσο ίσο με 165* το ποσό του μπόνους που λήφθηκε,μου άφησε μέσα μόνο 165€ από 2200€

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Duffspin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share a screenshot of the bonus rule for the bonus you participated in?
• Could you please specify how much you deposited and how much the casino contributed to your balance in bonus money?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Οι οροί του μπόνους λένε ξεκάθαρα ότι μπορώ να κάνω ανάληψη 165* το ποσό του μπόνους,το οποίο ήταν 16€ ήταν μπόνους 50%, παρακαλώ δείτε τις φωτογραφίες, παρακαλώ για την βοήθεια σας, γιατί με έχουν κοροϊδέψει οικτρά.

Thanks for sharing the evidence.

• Have you confronted the casino with the screenshot of the terms displayed in the bonus to support your claim already?
• Have you received any response?
• Share with me any communication with the casino on the topic. Send the emails to tomas@casino.guru or post screenshots here.

Looking forward to your reply.

Γειά σας Tomas,ναι παρουσίασα το μπόνους με τους όρους που σας έστειλα και δεν μου απάντησε κανείς, παρακαλώ για την βοήθεια σας.

Νομίζω ότι με κορόιδεψαν οικτρά και μου έφαγαν τα κέρδη, παρακαλώ για την βοήθεια σας.

Dear Dragon7619,

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, Michal (michal.k@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

Hello Dragon7619,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to Duffspin Casino to participate in this discussion.

Dear Duffspin Casino,

Could you kindly provide clarification regarding the course of events and explain why the player's winnings were capped to a much lower amount, that it seems to be written in bonus rules ?

If there are any factors influencing this situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru.

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.

Dear Dragon7619,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. 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.

In the meantime, I would recommend contacting the Anjouan Gaming Authority and submitting a complaint. Please note that their complaint-handling process has recently changed, as outlined on their website in the Third-Party Complaint Policy | Anjouan Gaming

According to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs.

As Duffspin Casino has not engaged or responded within our own dispute resolution process as an ADR mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to resolve your issue. Regrettably, this is where any potential assistance from our end concerning your case concludes.

While we are unable to assist further with this specific case, please do not hesitate to contact us regarding any other casino-related issues in the future, and we will try our best to help where possible.

Kind regards,

Michal

Casino Guru