The player from Spain successfully used free spins to generate winnings but faced account verification issues, which resulted in his funds being withheld. After submitting the required verification, he discovered that his account had been closed and expressed frustration over the situation. The Complaints Team attempted to assist him, but due to a lack of response from the player, they were unable to proceed with further investigation, leading to the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Simsinos Casino - Player’s account has been closed unexpectedly.
Closed
Our verdict
Player stopped responding
Amount: €280
Simsinos Casino
Safety Index 5.0 Below averageCase summary
Discussion
Public
Public
9 months ago
Translation
A few days ago, I played the 20 free spins that they gave me for my 2nd deposit at Simsinos. These spins gave me 40 cents of real money, which I was able to increase to +280 (all withdrawable money).
The thing is that when I went to withdraw them, the casino asked me for verification which I provided, without receiving approval from this, which means that my money is being withheld.
After this, the casino started not letting me play the free spins for the following days, nor any slot or game (I have proof with screenshots of what I got and conversations that gave me the runaround).
I logged in a while ago and found that my account has been closed and I can no longer access it. Does anyone know what I can do? Thanks.
Automatic translation:
Public
Public
9 months ago
Dear Susarez,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.
I can only imagine how frustrating it must be for you.
Have you been asked to pass a KYC verification process, please?
Thank you in advance for your cooperation and reply.
Best regards,
Katarina
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
8 months ago
Dear Susarez,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
8 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
