Felix Spin Casino - Player’s winnings have been confiscated.

I am submitting this complaint regarding Felix Spin Casino’s decision to confiscate my winnings totaling €68,814.70.

After successfully playing and accumulating these winnings, my account was suddenly flagged and restricted. The casino claimed that there were multiple accounts associated with the same IP address and used this as justification to confiscate all my winnings. While they refunded my deposit, they refused to pay out any of the winnings.

I find this decision highly unfair and disproportionate for the following reasons:

The casino has not provided any clear or convincing evidence that I personally created or controlled multiple accounts.

An IP address alone is not sufficient proof of multi-accounting, as it can be shared within households, public networks, or mobile providers.

Even if there were concerns, confiscating the full amount of €68,000 is an extreme and disproportionate action.

I played in good faith and did not intentionally violate any rules or attempt to gain an unfair advantage.

I have requested clarification from the casino, including:

The exact Terms & Conditions clause that justifies full confiscation

Proof that I controlled multiple accounts

A fair review of my case

However, I have not received a satisfactory response.

I am therefore asking Casino Guru to intervene and assist in resolving this dispute. I believe my winnings were obtained legitimately and should be paid out.

I am willing to fully cooperate and provide any documents or verification required to support my case.

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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.

• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website?
• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Have you passed the full KYC verification at this casino, or at least submitted any identity documents for 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