Patrick Spins Casino - Player's winnings have been confiscated after account closure.

I would like to file a complaint against Patrick Spins Casino.

I registered an account and deposited my own money. Initially, I deposited around €300–€400 and successfully withdrew €1000 without any issues. At that time, my account was fully verified enough for withdrawals, and no concerns were raised regarding my eligibility or country.

Later, I deposited an additional €600–€800 and continued playing. I then won €16,000.

Only after this significant win, the casino suddenly claimed that my country is restricted under their Terms and Conditions and blocked my account.

This is clearly inconsistent and unfair, as:

The casino allowed me to register, deposit, and play without restrictions

The casino processed a previous withdrawal successfully

The same account information was available to them before my win

If my account was not eligible, it should have been restricted before accepting my deposits and gameplay.

Instead, they allowed me to play and only enforced this rule after I won a large amount.

The casino has now blocked my account completely and returned only €200, refusing to pay the remaining balance.

I believe this is a clear case of unfair treatment and abuse of Terms and Conditions.

I am requesting:

Full payment of my winnings (€16,000), or

At least a fair partial settlement

I am ready to provide all supporting evidence, including screenshots, transaction history, and email communication.

I kindly ask for your assistance in resolving this matter.

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Dear Yevgen2026,

Thank you for submitting your complaint. I’m sorry to hear about your experience and appreciate you bringing this to our attention.

Our position is that if a casino allows players from restricted jurisdictions to open accounts, deposit, and play, it should also honor legitimate winnings. We will investigate and assist players whose winnings have been withheld or confiscated specifically because of their country of residence.

• Could you please clarify when exactly you created your casino account and when it was closed?
• When did you receive the first successful withdrawal?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

Best regards,

Kristina

Good day, I registered 06.04.2026 ,at the same day I did 3 times deposit , then I won and 07.04.2026 I got 1000 on my credit card. 2000 remained on casino account, then I continued playing and loose all, then I did deposits and won 16000 and try windrow 1000 and next day morning received call that they cant give me my money because I am citizen of Ukraine.

Thank you very much for your reply, Yevgen2026. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello, thank you for you message. Already sent email to you , and please note before the win they called me few times and didnt tell me nothing regarding my citizents, only when I won they start asking the passport.

Thank you for your reply and email. Could you please clarify which country you registered and played from, and which country you entered in your player profile?

Hello,

Thank you for your reply.

I was born in Ukraine and I am a Ukrainian citizen. However, I left Ukraine in January 2022 for work, and due to the war, I was unable to return. Since then, I have been living in the United Kingdom with my family under the UK Homes for Ukraine visa scheme.

At the time of registration and gameplay, I was physically located in the United Kingdom, using a UK internet connection.

The casino allowed me to register, deposit, play, and even successfully withdraw €1000 without any issues. At no point during registration or gameplay was I informed that I was not eligible to use the platform.

If there were any restrictions related to my citizenship, these should have been identified before allowing deposits and gameplay, not after a significant win.

Best Regards

Yevgen

Dear Yevgen2026,

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,

Kristina

Hello Yevgen2026,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Patrick Spins Casino to join the conversation.

Dear Patrick Spins Casino,

I’m reaching out to kindly follow up on the player’s case. The player has mentioned that they are legally residing and working in what seems to be a permitted country. Therefore, from our perspective, their citizenship in another country should not affect their eligibility, and they would reasonably be expected to be treated in line with other residents of a seemingly allowed jurisdiction. Moreover, if players from restricted regions are still able to freely access your site, complete registration, and make deposits without any barriers or warnings, it creates a situation where the restriction is not effectively enforced. This lack of proactive prevention often leads to players accumulating legitimate winnings, only to later discover that their location or residency renders them ineligible—a situation that can feel both confusing and unfair to the end user.

We believe that when players are able to register, deposit, and play freely—without bypassing any restrictions—and they win their funds fairly through regular gameplay, they should reasonably expect to receive those winnings.

With this in mind, I kindly ask you to reconsider your position on this matter.

Should there be any additional factors pertinent to this case that cannot be disclosed publicly, please do not hesitate to share them directly with 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 Yevgen2026,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side.

While technically speaking, the casino has indeed this mentioned in their terms and conditions:

and it is always advisable for every player to review the casino terms and conditions before registering, however, as I mentioned above, If players from restricted jurisdictions are still able to freely access the website, complete registration, and make deposits without meaningful restrictions, system blocks, or sufficiently clear warnings, this raises concerns regarding the effective enforcement of the operator’s regional restrictions.

Such circumstances may result in players participating in gambling activity and accumulating winnings under the reasonable assumption that their access is permitted, only to later discover that their jurisdiction or residency renders them ineligible. From a fairness and consumer protection perspective, this creates a situation that is both confusing and unfair to the players. If the casino accepts deposits and losses from such players it should also disburse winnings.

The action by the casino in this instance does not align with the fair and transparent practices we advocate for.

As we strive to promote a safe gambling environment for both players and casinos, it is essential that every casino implements features to prevent players from restricted countries from registering and depositing money. Top casinos already have such features in place, which helps minimise situations like this.

Regrettably, the casino team seems not to be willing to work on a solution of your case. Therefore, we had to close this complaint as Unresolved—Against Fair Gambling.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints might encourage them to change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I recommend always checking the casino's terms and conditions to ensure your country is not one of the restricted ones.

In the meantime, if you want to take your complaint further, you can submit a complaint to the Anjouan Gaming Authority.

Although according to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As Patrick Spins Casino has not engaged or responded within our own dispute resolution process as an reputable alternative dispute mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes. I am sorry I couldn't be of more help on this occasion.

Best regards,

Michal

Casino Guru