SagaSpins Casino - Player's winnings have been confiscated.

I opened an account at saga spins casino. I played and won 307. When I tried to withdraw the money, I got the message below. I have not violated any of the casino's terms and conditions.

We would like to inform you that your withdrawal has been cancelled by the payment department and 307 has been removed from your balance due to violation of the following terms of use:

12.10 The Company reserves the right, at its sole discretion, to void all winnings and forfeit your betting account balance (winnings and deposits), terminate the Agreement and/or suspend the provision of the Services or deactivate your account if: i) we discover that you have masked or interfered with or taken steps to mask or interfere in any way with the IP address of the Device used to access our Website (such as by using a VPN connection); ii) we become aware that the customer has used forged documents (photographs, scanned documents, screenshots, etc.) during the verification process or at any time during the term of the Agreement; iii) there is reasonable cause to suspect that you have committed or attempted to abuse the bonus, either alone or as part of a group; iv) you engage in any fraudulent, collusive, manipulative or other illegal activity involving Your or any third party's participation, or use any software-based methods or techniques or hardware to participate in any of the Services offered by the Company.

Finally, please note that the amount of your deposit remains in your account.

Don't hesitate to contact us if you need any help.

Kind regards,

I received a message that I had violated the terms and conditions and my winnings would be confiscated.

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 negative experience with SagaSpins Casino.

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

• Was your account blocked as a result of the casino's allegations?
• Have you managed to withdraw your deposit amount from the casino already?
• 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 issue? Send emails or chat transcripts to my email at [email protected], 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

I played both betting and casino games mostly casino they had an offer deposit 25 get 25 free bet. I lost the free bet then played at the casino I won 100e which I invested in betting it consists of the sum307.5+25 which they returned the original deposit. I still have access to my account. I have not been able to withdraw anything. The casino removed 307.5 from my account and only left the deposit. So I got my balance right I put the attachments in the email

Dear ppm240

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 ([email protected]). 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

Hello ppm240,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will reach out to the casino to obtain additional clarification and determine how I may be able to assist.

We would like to invite SagaSpins Casino to join the conversation.

Dear SagaSpins Casino,

I would appreciate more details, including supporting evidence, regarding the player's actions that were considered a breach of the rules, as was communicated to them. If this information and evidence cannot be disclosed publicly, please send it to me directly at [email protected] for an independent assessment.

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 ppm240,

I have tried to contact the casino repeatedly but have had no success. The live chat agent merely suggested that I notify you to contact them directly, and they will attempt to assist you; however, that is essentially all there is to it. I’m afraid there is not much that can be achieved without cooperation from their side. 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 might 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. In the meantime, should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to [email protected]. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at [email protected] if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru