Duospin Casino - Player's winnings are confiscated following account closure.

Hello,

I am submitting a complaint regarding unpaid winnings from an online casino and would be grateful for your assistance in resolving this matter.

I was playing the slots and, after completing the required wagering, I won a significant amount of money, approximately 3600 EUR. I requested a withdrawal, but I was unable to withdraw the full amount due to the casino's withdrawal limits. As a result, only €900 was paid to me initially.

Shortly afterwards, the casino announced that it was closing and that all funds needed to be withdrawn by 31/08. I contacted the casino repeatedly by email and through live chat, explaining the situation and asking them to process my withdrawals as quickly as possible due to the upcoming closure.

Despite my repeated attempts to resolve the matter, the casino subsequently closed my account before I had received all of my winnings.

After contacting them again regarding the unpaid balance via email, they sent me an additional €1,000 and told me to wait for the remaining amount. However, after this payment, my further emails were ignored. I have now also been blocked from contacting them by email, leaving me with no way to communicate with the casino or resolve the matter directly.

I would therefore appreciate it if you could review my complaint and advise me on what can be done to recover the outstanding funds.

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Dear didip,

Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you have experienced.

To better understand your situation, could you please clarify the following:

• Could you confirm the exact amount that remains unpaid?
• Did you use any bonuses while accumulating your winnings? If so, which bonus did you use?
• Was your account fully verified before the casino closed?
• Did the casino provide any explanation regarding your account closure or the remaining unpaid balance?

Could you also please forward your relevant communication with the casino, including your withdrawal requests, payment confirmations, and correspondence regarding the casino's closure, to karla.m@casino.guru?

Thank you very much for your cooperation. I look forward to your reply.

Karla M.