MarkSpin Casino - Player's account is closed and withdrawal is delayed.

I have deposited $50 in to the website and I pay and won $500.18 I try to withdraw and they send me a receipt that I believe is fake , I hav not received any money from them and I have called my bank and they can’t see anything coming regarding to them . I try to message a customer service they keep telling me the same thing and wait after nearly two day now they kick me out of the platform and I can’t login in my account and also the ignoring my messages and not responding to me at all anymore

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Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Thanks for the response

the casino doesn’t even let me to login in to my account and I have try many times to chat with the customer service but they not responding to me and completely ignored me ,

Thank you for the update. Please forward me all relevant communication between you and the casino’s customer support regarding the payment of your winnings at veronika.f@casino.guru.

Additionally, if you have been in contact with the casino in the meantime and there have been any new developments regarding your case, please let me know.

• Are you still unable to log in to your account? If not, has the casino explained whether your account was blocked or whether there are any technical issues with the website?
• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without a bonus?

Dear Moee,

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.

Hi thanks for responding to me

I have try multiple times to login but they don’t let me and I have also try to reset my password but they don’t send me any recovery code I have also send messages to the customer support but they ignore me and not responding to me I have done this manny time

I was deposit and applied for welcome deposits and the minimum withdrawal was $500 and I was playing only one game from Vpower platform and from that game I made my $500 and withdrew it but I never received the $500 and they played with me and told me it would take 24hrs after waiting that long then then changed to 48 hrs then after that they went on to say 4-5 days. Then after those 5 days they kicked me out of the platform and since that I’ve not been able to log into my account or anything . I can prove with bank statements to prove that I have not received that money from them to now.

tahst the fake recipe they send to me

I just want justice this is not fear what they done this to me , I have been playing online pookies for years and never had an experience like this . Pls help me get my right

Hello Moee,

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 Moee

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, Michal (michal.k@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 Moee,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I regret to inform you that our ability to assist you will be very limited since your case is very similar to multiple others that have been raised with us. We have received multiple complaints from Australian players regarding several questionable casinos operating without an official, reputable gaming license and with a very low safety index rating. While for a certain time the casinos might operate relatively fairly and occasionally even pay out winnings, these casinos often employ strategies to avoid paying out winnings in most cases, a higher amount of winnings—such as issuing fake payment confirmations, accusing players of rule violations without providing solid evidence, the winnings not being recognised by the game provider, or employing other tactics that operate at the very margins of fair and ethical conduct. On top of this, their customer support has proven unhelpful. Unfortunately, based on all the above and our experience, the likelihood of reaching a positive resolution regarding your case with this casino appears to be very low. I strongly advise against any further deposits to this or other similar casinos, and make sure to check the reviews of each casino before depositing your money.

I also recommend that you check our article Scam Casinos and the Practices They Use | Casino Guru

Please be assured that this is not intended to cause further concern. I understand this situation may already be frustrating enough for you. I feel it’s important to keep you clearly informed about the current situation, while also keeping realistic expectations of what can be accomplished from our end.

Nevertheless, I will make an effort to contact the casino and see if there is any way I can assist you.

We would like to invite MarkSpin Casino to join the conversation.

Dear MarkSpin Casino,

Could you please clarify why the payment has still not reached the player, despite the fact that you have provided a payment "confirmation"?

Would it be possible to arrange the payment through an alternative method that allows for more accurate tracking of the transaction?

If there are any factors relevant to the situation that cannot be shared publicly, please send them directly to me at michal.k@casino.guru.

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 Moee,

I have attempted to contact the casino on multiple occasions; however, as anticipated, this did not lead to any meaningful assistance.

Regrettably, the casino team has not demonstrated a willingness to engage constructively in this matter, which leaves me with no option but to conclude your case as Unresolved.

I understand this isn't a satisfactory solution to your issue. However, the impact on the casino’s rating resulting from unresolved complaints may encourage a reconsideration of their approach. Should the casino choose to respond and handle the matter appropriately in the future, the case can be reopened, and you will be notified accordingly.

As the casino operates without a valid and recognizable licence and does not reference any alternative dispute resolution (ADR) service, there is unfortunately no regulatory authority available to escalate this matter further. The only potential course of action is to consider legal action in your jurisdiction against the casino, however, this falls outside of our competence.

In addition, I would strongly advise exercising caution and avoiding casinos with a similar layout or operational model to MarkSpin Casino, as they carry a high risk of presenting comparable issues.

For future reference, I would encourage you to choose casinos based on independent reviews and ratings, and to opt only for those with a strong reputation, as this can help reduce the likelihood of similar situations arising.

I regret that we were unable to provide more assistance on this occasion.

Best regards,

Michal

Casino Guru