GreatSpin Casino - Player’s account has been closed and funds confiscated.

SCAM CASINO – GREATSPIN CASINO STEALS PLAYER FUNDS.

GreatSpin Casino confiscated my balance after I fully completed their verification process and provided every single document they requested. This casino operates dishonestly and should not be trusted with your money.

I deposited, played normally, and requested a withdrawal. As soon as I tried to withdraw my winnings, they started an endless KYC verification process designed to delay payment.

I fully cooperated and provided everything they asked for:

* ID documents

* Proof of address

* Selfies

* Handwritten verification photos

* Additional explanations regarding my account

Their support team repeatedly confirmed that my documents were valid and accepted. Despite this, they continued delaying the withdrawal, and after yesterday contacting with the chat asking for explanations, i today received email where they told me they suddenly closed my account and confiscated all my funds using vague accusations and generic Terms & Conditions clauses, without providing any real proof of wrongdoing.

All information and documents I submitted were genuine and belonged to me personally. What makes this even worse is that they only claimed there was supposedly an issue after it was time to pay out. Deposits were accepted immediately, but when it came to withdrawals, they suddenly decided to keep the money.

This is not normal casino behavior. In my opinion, GreatSpin Casino is a scam operation that uses endless verification requests and vague accusations as an excuse to avoid paying players and steal balances.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• What types of games did you play at this casino? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus?
• Did you successfully pass the KYC verification before your account was blocked?
• Please forward me the email you received from the casino after your account was blocked at veronika.f@casino.guru.

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

I answer the questions:

What kind of games did you play at this casino? Were they slots, live casino games, or sports betting?

Live casino games were the main attraction. There were also slots and, to a lesser extent, sports betting.

Did you accumulate your earnings with or without the bonus?

No bonus

Did you successfully complete KYC verification before your account was blocked?

Yes. I sent all the requested documents, and there were quite a few.

Thank you for your response and for your email. I have reviewed the message you received from the casino, and I have a few additional questions:

• Could you please confirm that you are at least 18 years of age?
• Have you completed your personal profile using accurate personal information that matches the details on the identity documents you submitted to the casino?
• Additionally, could you please forward the documents you provided to the casino for account verification to veronika.f@casino.guru?

I appreciate your time and cooperation.

Can you confirm that you are at least 18 years old?

It's obvious that it is.

Have you completed your personal profile using accurate personal information that matches the details on the identity documents you submitted to the casino?

Yeah

Additionally, could you send the documents you provided to the casino for account verification to veronika.f@casino.guru ?

SENT

Dear MLIG

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, Barbora (barbora.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 player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite GreatSpin Casino representative to join this conversation.

Dear GreatSpin Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

Thank you for your patience.

Please be informed that the case is currently under detailed review as we work to collect and verify all relevant information required to provide you with a complete response. We take matters of this nature very seriously and are handling the review with the utmost care and in line with applicable standards.

We appreciate your understanding and will share an update with you as soon as possible.

Best regards,

GreatSpin Team

Hello,

Thank you for your response and for the update.

I understand that the case is currently under review. Once your investigation is complete, could you please provide a detailed explanation of your findings and the reasons for the account closure and balance confiscation?

If there is any relevant evidence that cannot be shared publicly, you are welcome to send it directly to me at barbora.p@casino.guru for independent review.

Thank you for your cooperation. I look forward to your update.

Hi, I'm not receiving email notifications for any updates to this thread. Should I be notified every time there's a new message, or do I have to check back periodically for updates?

thank you

Hello,

Thank you for the opportunity to clarify this matter.

Following a thorough review of the customer's account activity, we identified a breach of the Terms and Conditions related to the use of a VPN. During our investigation, it was observed that the customer accessed the account from a location different from the one associated with the account registration, indicating the use of location-masking software.

As outlined in the Terms and Conditions, the use of VPNs or any other tools intended to conceal or alter a player's actual location is not permitted.

That being said, after reviewing the circumstances of this case, we decided to treat this matter as a warning. As a gesture of goodwill, the account has been reactivated, and the balance has been reinstated.

We would, however, like to take this opportunity to remind the customer that the use of a VPN is prohibited on our platform. We kindly ask the customer to refrain from using any location-masking services in the future, as repeated breaches may result in further restrictions being applied to the account in accordance with the Terms and Conditions.

We hope this resolution demonstrates our commitment to providing a fair and customer-friendly experience

Kind regards,

GreatSpin Team

First of all, thank you very much to the casino for the correction and the opportunity to withdraw, I honestly appreciate it.

I have already requested the withdrawal; as soon as it is processed and I receive the funds, I will let you know here.

Secondly, thanks to CasinoGuru for mediating the conflict. Also, please note that I'm not receiving case updates by email, in case you want to check to see if there was a problem.

Best regards, and I look forward to writing when I receive payment.

Dear MLIG,

Thank you for the update.

I am pleased to hear that the casino has reinstated your account and balance. I will keep the complaint open until your withdrawal is processed and the funds are successfully received.

Once you receive the payment, please let us know here so we can proceed accordingly. Alternatively, if the issue has been fully resolved, you may use the "Resolved" button to close the complaint.

Regarding the email notifications, thank you for bringing this to our attention. I have checked our system and everything appears to be set up correctly. In the meantime, please also check your spam/junk folder and email settings to ensure that notifications are not being filtered. If the issue persists, please feel free to contact us.

I look forward to your update.

Nothing, I'm still not receiving the emails

I haven't received the withdrawal yet.

ME HAN CANCELADO EL RETIRO

Withdrawal Cancelled

Hello,

Your withdrawal request from 07-06-2026 for EUR 758.20 has been declined .

If you have any questions, please, contact our support team.

Sincerely,

The GreatSpin Team

Dear GreatSpin Casino,

Thank you for your cooperation in this case and for reinstating the player's account and balance.

However, the player has informed us that the withdrawal request for EUR 758.20 has since been cancelled. Could you please clarify the reason for the cancellation and confirm the current status of the player's account and balance?

We look forward to your explanation and an update regarding the processing of the player's funds.

Hello,

We are pleased to confirm that your recent withdrawal requests have now been approved, and the funds should already be available in your account.

We hope this demonstrates our ongoing commitment to providing a transparent, reliable, and customer-focused experience. If you have any further questions, please do not hesitate to contact us.

Best regards,

GreatSpin Team

Dear MLIG,

Thank you for the update.

I am pleased to hear that the casino has confirmed the approval of your withdrawal requests. Could you please check whether the funds have already reached your account and let us know once you have received them?

I will keep this complaint open until you confirm receipt of the payment. If the funds have not arrived yet, please let us know and we will continue to assist you.

I look forward to your update.

I finally received the funds.

I had to request the withdrawals again and make them smaller.

Thanks Casinoguru for the mediation and Greatspin for the understanding.

casinoguru, I still haven't received any updates by email

Dear MLIG,

Thank you for confirming that you have successfully received your funds.

We're happy to hear that your issue has been resolved, and we'll mark the complaint as "resolved" in our system. Thank you for your cooperation and confirmation throughout the process. We hope that the suggestions and explanations we provided were helpful in navigating the issue.

If you encounter any further difficulties with this or any other casino in the future, please don't hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru), it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable.

Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Barbora Pallas

Casino.Guru