PirateSpins Casino - Player’s withdrawals have been confiscated.

This casino cancelled my £15000 withdrawal as it says there was a game glitch of which I have received no evidence despite asking. I was offered my £100 deposit back.

Today I also got the same message from SpinMillion71.com to say they had also cancelled my winnings of £20000 because of a game glitch. This email came from the. Same guy representing both casinos but the winnings were at completely different times. £5000 of the spin million win was from a withdrawal where £15000 had already been paid out so how they paid out that and not the £5000 is beyond me. It’s looking like a big scam so they don’t have to pay out what to me is a large amount of money I won fairly. I have videos of the big wins on pirate spins but nothing else.

Thanks

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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.

1. Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
2. Did you accumulate your winnings with or without an active bonus?
3. Could you please clarify if the winnings were obtained from the same game played at both casinos?

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

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Emails sent, let me know if you need anything else 👍🏻

Thank you for your response and for the evidence provided. Could you please confirm whether all your major wins originated from the Pragmatic Play game provider? Alternatively, have you played games from other providers as well?

Additionally, could you please forward your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period.

Thank you in advance for your reply.

Hi, mostly I play pragmatic, I may switch to a game called lady wolf moon and the provider for that is BGaming. I will try and ask for logs but I’m not holding out much hope. I’m pretty sure for the whole piratespins amount it was Big Bass Splash and definitely for the last £15000 of spin million as well. The other £5000 from spin million was from a win they had already paid out £20k on

Dear Danp1977, thank you for your response. Do you have any updates for us?

I look forward to your reply.

Hi, nothing from either of them as yet. I’m not expecting an answer to be honest, I’ve already asked for the logs twice previously and they just ignored me. After speaking to my partner I am now 99.9% certain all wins on Piratespins were on Pragmatic Play games and I am 100% certain the last £15000 win on SpinMillion was on big bass splash which is Pragmatic. The other £5000 on SpinMillion shouldn’t even be up for discussion as they had already paid £20k off the same win

Dear Player,

Thank you for your response. I am sorry to hear about the lack of communication from the casino. Could you kindly confirm if you have any evidence that demonstrates your account balance prior to the confiscation of your winnings? If you do, I would greatly appreciate it if you could either forward it to my email or attach any relevant screenshots here.

Thank you for your cooperation.

Unfortunately not, screenshotting your balance is not something you usually do when you are dealing with casinos that have paid out to me in the past. All I know is pirate spins confiscated £15k and spin million £20k all won on pragmatic play games, namely big bass splash. I’m sure if Pragmatic knew about a glitch at these casinos they would have a log and would have been contacted by the casino. They are lying to not pay out and using Pragmatic Play as a reason. I’m pretty sure there was actually no glitch at all!

Dear Danp1977,

Thank you for your reply. Unfortunately, without any supporting evidence, we are not able to proceed with this case or request a proper review from the casino. As we currently lack verifiable information about the incident, we have no grounds to challenge the casino’s position. For this reason, your complaint will now be rejected due to insufficient evidence.

If you happen to obtain any relevant documentation in the future, please feel free to contact us again, and we will be happy to reassess the case.

Thank you for your understanding.

Best regards,

Attila

We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player,

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, Martina (martina.b@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

Dear Danp1977,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite PirateSpins Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

You know there is also a dispute with spinmillion as well? They are sister casinos so they will also need to be contacted. I have the game id’s of all the big wins if required

Dear Danp1977,

Thank you for letting us know. For the complaint with a different casino, please submit another complaint. Thank you in advance

These are the bet id’s from piratespins. I just want them to prove there was a glitch and not just take their word for it. I’ve asked for proof and they ignore me leading me to believe there was no glitch and they just won’t pay out along with their sister casino spinmillion. If it was reported to the game provider as it should have been then surely they would have a report as proof

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.

Can the game provider not help with specific game id’s? The casinos are blatantly lying about their product to avoid paying out

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.