The player from Germany successfully verified his account but found it subsequently closed without a reason, being told he could only withdraw his total deposits of €58 from his account balance of €100. He had been waiting for three days for his withdrawal, which was still under review despite his verified status. The issue was resolved after communication with the Complaints Team, who assisted in clarifying the situation and facilitating the withdrawal process. The player confirmed the resolution, and the complaint was marked as resolved.
Savaspin Casino - Player’s account has been closed.
Resolved
Our verdict
Case closed
Amount: €100
Savaspin Casino
Safety Index 7.7 Above averageCase summary
Discussion
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1 month ago
Translation
Hello, I fully verified my account after endless KYC rejections. I finally managed to get it fully verified, but my account was still blocked. It was closed, and I was told that of the €100 I could only receive my total deposits, which amount to €58. No reason was given, and I simply accepted this. Since then, I've been waiting for my withdrawal for three days and am only being strung along by email. They say the withdrawal is still under review despite my fully verified account.
The bonus was converted into real money, and all I keep hearing is that I should wait.
Automatic translation:
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1 month ago
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.
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1 month ago
Dear Kurde77,
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.
- What date did you initiate your withdrawal request?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Which verification documents you have sent before you lost access to the account and when?
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
Petra
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Kurde77,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Petra
