Sombrero Spins Casino - Player's withdrawal has been confiscated.

Dom tog mina pengar då jag än en gång väntade på ett dokument som krävdes. Fick då ett mail skickar anklagelserna mot mig

Dear ******

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of €2,441.69 has been removed from your balance due to the breach of the following Terms & Conditions:

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

Lastly, please note that the amount of your deposits (€160.00) remains in your account.

Do not hesitate to contact us in case you require any assistance.

Kind regards,

Customer Support Team

.

[97WRMK-3VM53]

Det här var det värsta jag hört. Alla mina dokument har jag haft på min enhet beställt från skatteverket, fotat, mitt körkort och bankkort samt att jag nu väntar på dokument angående min mobil. Jag har ingen VPN eller samröre med någon. Det här går inte rätt till. Ni kan inte genom att tro dra tillbaka det jag vunnit utan att bevisa att jag gjort något fel. Jag kommer att vidta åtgärder för det hör. Summan av min vinst var för stor och därför har ni hela tiden begärt dokument på dokument för att slippa betala ut vinsten. Ni är väl också bevakade i högre distans. Betala ut mina pengar omgående. Det här är inte seriöst

Visa citerad text

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sombrero Spins Casino.

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

• Has the casino already returned your deposit?
• Could you please explain when the incident happened? When was your account blocked, and when did the casino accuse you?
• 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 forward the email you received from the casino in a format other than plain text, and other communication to support your complaint? Send the information to my email at tomas@casino.guru

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Player's message: (translated)

Has the casino already refunded your deposit?

They have put my deposit back into my account.

Can you explain when the incident occurred?

I received an email 9 July 14.54

When was your account blocked and when did the casino charge you?

My account isn't blocked. The accusations were in the email they sent.

What games did you play to accumulate your current balance at the casino? (slots, live games, sports betting)

I played Coins Alkemor

Did you reach your current balance with the help of a bonus?

No

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Sombrero Spins Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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.

Hello. I have now sent in the registration certificate from Telia. I hope I will receive my winnings as soon as possible.

Very funny. First they take my winnings and then they ask for verification of my phone. When I send the verification of my phone they don't need it. They don't want to pay out the money

Här fick jag svar.

of the services provided by the Company.

Kindly note that this decision was made on business grounds, in line with our terms and conditions and it is final.

Kind Regards,

Derek

Customer Support Team

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. In the meantime, I recommend you contact the Kahnawake Gaming Authority (https://gamingcommission.ca/interactive-gaming/complaints/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel Kaczynski