MelSpin Casino - Player’s winnings have been confiscated.

I am lodging this complaint because Melspins has forfeited my balance of $1198 without providing any legitimate evidence of a terms-of-service violation.

​The core of my dispute is "Bad Faith" handling of my withdrawal:

• ​Contradictory Excuses: Over the course of my dispute, the support team has provided six different, conflicting reasons for denying my payout. I have video evidence of these changing excuses, which proves the casino is "moving the goalposts" to avoid payment.

• ​Latest Claim: They are now claiming "suspicious activity" and "quick spins." "Quick spins" is a standard feature provided by their own game software; using it is not a violation of fair play.

• ​Lack of Proof: The casino has failed to provide any technical logs or specific proof of "suspicious activity," using it instead as a generic "catch-all" to seize my winnings.

​Evidence I can provide:

• ​Screenshots of my PayID deposit receipts.

• ​A video recording showing the support chat/emails where the reasons for denial changed six times.

• ​Screenshots of my gameplay history showing no violations.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please confirm whether you currently still have access to your account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Good morning

I was playing the slot machines mainly jili games

Yes I have access at the moment

I didnt use a bonus it was just my deposit

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,

Attila

Hello James1394,

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 in the past 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 MelSpin Casino to join the conversation.

Dear MelSpin Casino,

Could you please provide further clarification along with supporting evidence outlining how the player allegedly violated your rules? Additionally, I would appreciate it if you could share the evidence regarding the alleged "suspicious betting activity" attributed to the player so that it can be independently investigated, especially as there are concerns regarding the authenticity of these allegations.

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 James1394,

I have attempted to contact the casino; 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 that this is not a satisfactory outcome. 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 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, but this falls outside of our competence

Additionally, I strongly recommend exercising caution and avoiding the casinos listed under Millionaires Group Partnership - Premium Casino Network, as they appear to be operated by the same entity, and there is a high risk of encountering similar issues.

For the future, I would encourage you to choose casinos based on independent reviews and ratings and opt only for those with a good rating to help minimize the likelihood of such situations.

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

Best regards,

Michal

Casino Guru