Need For Spin Casino - Player's winnings have been confiscated after account closure.

Casino ask for video verification, got cut off after answering questions then confiscate winnings and close account. This i think is an unfair decision since i proved who i am and completed account verification on the website. I dont think confiscating winnings is warranted from a cut off phone call. A reschedule if you wanted anymore information from me of course which i did ask.

In March i won 1202€ on need for spin Casino and then completed the online verification requests that the casino asked for being, id, live selfie, proof of address, bank statements from the last 6 months, proof of account ownership so i withdrew my winnings and the casino asked for a video call with me which i thought was odd and to the point they disable my account.

Arranged the call and had the google meet link and joined in at 13.30 on the 22nd april on my lunch break. Answered some questions the casino asked me then we got cut off. I cannot tell you how that happened only it did. I sent an email to them asking if all was ok or they need something else and a week later they emailed failed verification, account permanently closed and winnings the lot confiscated.

I would like the casino to remove that decision. It was not fair practise to do that and they could have asked me if they wanted something else. I did not fail a verification. I won this money through fair game play and followed all the kyc checks. I should get what i won. KYC is showing that i am who i say i am not an angle to not pay a player.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Need For Spin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear Tomas,

I opened account with Casino on the 19th of march and yes i had a 210€ bonus after my 300€ deposit and play slots. I will forward the emails to you now. I noticed my account was blocked around the time they emailed requesting a video call from me so must have been 26th March a week after i did all the initial verifications.

I hope this helps to understand the situation with this Casino.

Thanks for your patience and the information provided so far.

Could you please describe how long the verification took before it was interrupted?

Which questions did you answer during the call? Please list all you can recall.

Were you alone during the time the call took place, or were there other people in the room?

Looking forward to your reply.

Hi Tomas,

I was asked name, address, telephone number, username, how i found out about the casino and how games work. Cant really remember what else.

I took the call in my sitting room. My 1 year old daughter was in that room.

Codie

Dear cocrol,

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, Samuel (samuel.s@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,

Tomas

Dear cocrol,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Need For Spin Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Need For Spin Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations, the relevant terms and conditions applied in this case, and all relevant supporting evidence substantiating the casino’s decision.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

We have successfully provided all the details and evidence regarding this case. Please let us know if you require any further information or additional documentation from our side.

Best regards,

Need For Spin Casino Team

Hello everyone,

thank you, Need For Spin Casino, for providing a detailed explanation of the case, the supporting evidence, and the full video verification recording.

After carefully reviewing the materials provided, I have concluded that I cannot support the player’s position in this case.

While I understand the player's argument that the call was interrupted, the evidence supplied by the casino indicates that the verification process was not completed and that the player disconnected before the verification could be finalized. The recording also shows that several verification questions remained unanswered and that the session was not successfully concluded.

Additionally, the casino has presented multiple risk indicators that led to the enhanced verification procedure, and I find it reasonable that the operator requested further verification under these circumstances. Most importantly, the player did not successfully complete the video verification process required by the casino.

I also note that the player appears to have reopened this dispute while providing only a partial description of the circumstances, omitting several important facts that became apparent during the review of the evidence.

Given all of the above, I am unable to conclude that the casino acted unfairly or contrary to its Terms and Conditions. Therefore, this complaint will now be closed as rejected.

Dear cocrol,

I understand that this outcome will likely be disappointing. However, based on the available evidence, I do not find sufficient grounds to challenge the casino's decision.

Thank you to both parties for their cooperation throughout the investigation.

Best regards,

Samuel

Casino Guru