Evospin Casino - Player’s account has been closed without explanation.

Hello. I played at the casino https://www.evospin.com/. My account was created approximately two months ago. I made a deposit with a bonus. I played slots and didn't place any bets. I completed full verification. I had two withdrawals. Later, in early December, I made another deposit with a bonus. The casino then asked for additional verification, including proof of address (bank statement). I provided this document. After that, the casino blocked me. I had 1,369 euros left in my account. The chat representative refused to help, telling me to contact them by email. I emailed them at support@evospin.com and received a response. Your profile has been blocked

due to violations of our site rules and cannot be unblocked. I wrote another email, which took a long time to respond. The result is this: The casino blocked my account. I have

1,369 euros left in my account. The casino refuses to provide a specific reason for the block. The response is standard: You have violated

Casino Rules. I disagree with the casino's position. Because I haven't violated anything. My position is that the casino simply

doesn't want to give up my large winnings. I ask for your assistance in this dispute. Thank you for your attention.

I'll provide a few screenshots.

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Hello,

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 which payment methods you used for depositing money into this casino?
• Has your account been blocked only after you submitted a bank statement to the casino? If so, could you kindly forward this document to me at veronika.f@casino.guru?
• Which bonus did you activate and play with shortly before your account was blocked? Kindly send me a link or a screenshot, and specify the games you played.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I used cryptocurrency for deposits and withdrawals. My account was blocked after I provided a statement. I can't provide you with screenshots of the bonus because my account was blocked. I used the standard casino bonuses, which the casino provides to all customers. I played the Royal Hot slot from Gamzix. The bet was 0.2 euros.

Hello Telizh,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Player,

After a thorough review of the evidence provided by the casino, we regret to inform you that we are unable to uphold your complaint and must reject it as unjustified.

Our assessment identified strong indicators of fraudulent gameplay patterns, suggesting an intention to gain an unfair advantage over the casino’s systems and other players. This includes, for example, placing sports bets while an active bonus was applied, which is explicitly prohibited under the casino’s Terms and Conditions.

Due to confidentiality and security reasons, we are unable to disclose further details of our findings. Please note that this decision has been unanimously agreed upon by our internal team and is final.

For future reference, we strongly recommend carefully following the casino’s stated Terms and Conditions and refraining from engaging in any strategies intended to gain an unfair advantage.

I am sorry that we could not be of more help on this occasion.

Thank you for your understanding.

Best regards

Veronika

We’ve reopened this complaint at the request of Telizh. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Telizh

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, Igor (igor.p@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,

Veronika

Dear Telizh,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Evospin Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Evospin Casino representative to join this conversation and participate in resolving this complaint.

Dear Evospin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the 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.

Dear all,

I would like to inform you that I have received an email with information and evidence.

Additionally, I have requested further information.

I will inform you once there is any relevant news to share.

Dear Telizh,

The casino has provided sufficient evidence that the documents you submitted were modified.

It is always important to submit only original documents that have not been changed in any way.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Best regards,

Igor