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.

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 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