Sombrero Spins Casino - Player’s winnings have been confiscated.

Casino: Sombrero Spins

Amount: 29,000 NOK

Complaint:

I deposited 1000 NOK and won approximately 30,000 NOK through regular gameplay (no bonuses used).

After requesting a withdrawal of 5000 NOK, I only received 1000 NOK, and the remaining balance of 29,000 NOK was removed from my account.

The casino claims this was due to a breach of Terms & Conditions, but:

They have NOT specified which rule I violated

They have NOT provided any evidence

They have NOT given any explanation of how the balance was removed

I have repeatedly asked for:

The exact T&C clause

Supporting evidence

A clear breakdown of the decision

However, the casino has only responded with generic messages stating that the decision is "final".

I believe this is unfair and lacks transparency.

I have attached screenshots of:

My gameplay

Account balance

Transaction history

I request:

A full explanation

Evidence of any alleged violation

Reinstatement of my balance if no violation can be proven

Important notice:

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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 problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Are you currently able to access your account?

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

Hello Attila,

Thank you for your response.

I mainly played live casino games, specifically blackjack (Evolution Gaming). No bonuses were used.

I can still access my account without any issues.

Please let me know if you need any additional information.

Kind regards

Dear benste04,

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.

I sent you an email.

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 benste04,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact Sombrero Spins Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

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 benste04,

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. 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.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by Kahnawake and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I wish I could be of more help.

I sincerely hope you will not come across a problem like this again.