GreatSpin Casino - Player's winnings have been confiscated.

I would like to file a complaint against GreatSpin Casino regarding confiscated winnings of €500.

I deposited my own money and accepted a bonus. Before completing any wagering requirements, I manually cancelled the bonus. After cancelling the bonus, I was able to request a withdrawal of €500 without any restriction. This clearly indicates that my account was no longer in bonus mode.

The withdrawal request was accepted and processed. However, two days later, the casino removed the entire amount, claiming that I was still playing with bonus funds.

The casino now states that their system tracks a "bonus period" and that all winnings during that time are considered bonus winnings, even after the bonus was cancelled. However, this was never clearly communicated, and no warning was shown when requesting the withdrawal.

Despite multiple requests, the casino has failed to provide:

Exact timestamps of bonus activity and cancellation

Evidence that I was still in bonus mode after cancelling the bonus

A clear explanation why a withdrawal was allowed if bonus conditions were still active

Instead, I only received generic responses referring to their terms and conditions, without any case-specific proof.

I believe this is misleading and unfair behavior. If the system allowed a withdrawal, it should not later confiscate the winnings without transparent justification.

I kindly ask for a full investigation and a fair resolution of this case.

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.

Dear FloBro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with GreatSpin Casino regarding the confiscation of your winnings.

To better understand your situation and assist you effectively, could you please provide answers to the following questions?

• What date and time did you make your deposit and accept the bonus?
• When did you manually cancel the bonus?
• What exact date and time did you submit your withdrawal request?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Petra

Dear FloBro,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru