SpellWin Casino - Player’s account shows unexplained balance loss.

I am a fully KYC-verified player (username PLAYER12660910, account currency EUR) at SpellWin (spellwin.co). My account was confirmed "successfully verified" by the casino on 17 June 2026 at 17:16. The site is operated by Fortuna Games N.V., though the site footer as at 22 June 2026 names Buscarar SRL (Costa Rica) under an Anjouan Gaming Board licence (ALSI-202412042-FI2); I ask that the true operating entity and licence be clarified.

My core complaint is an unexplained balance loss. On the night of 18-19 June 2026 I deposited 199 EUR (crypto), built my balance to approximately 635 EUR, and logged off intending to play the next day. On 19 June the balance showed 0.15 EUR with NO corresponding bets in my game/bet history - roughly 635 EUR disappeared with no transaction record. Support first attributed it to "autoplay." My assigned VIP host then reviewed the logs and stated in writing that it "wasnt autoplay, wasnt another session or another login, same ip... really weird case," admitting he could not explain why no bets appeared in the history. Rather than refund the amount or formally escalate, the operator credited a 650 EUR "bonus" "just to make you smile" and discouraged me from pursuing it. I never received an accounting for the missing funds.

To be transparent: I separately made six 500 EUR withdrawal requests on 16-17 June that show as "CANCELED," but I cancelled those myself to keep playing - those are NOT withheld winnings and I am not claiming them. My claim is (1) the unexplained ~635 EUR loss with no bet history, and (2) the surrounding conduct and record integrity.

Supporting concerns:

(a) Responsible-gambling failure. When I asked support directly, in the live chat, whether I should stop playing and wait, I was told in writing "There is no risk in continuing playing in the casino" - while I was depositing and playing at obviously high intensity, with no responsible-gambling check or intervention.

(b) Predatory VIP grooming. A host ("Jack" - jack.vip@spellwin.com, Telegram @jack_spellwinvip, WhatsApp +48 577 075 011) was assigned within hours of my first deposits, fast-tracked my KYC, pushed communication off-platform, offered to strip protective bonus terms for raw 12% cashback, acted as withdrawal gatekeeper, and issued repeated "no wager, no max" cash bonuses (650 on 19 Jun, 250 on 20 Jun, 200 on 21 Jun) - including 200 EUR on 21 June after I told him I "can't spend more money until start of the month." I deposited approximately 9,995 EUR in five days on predominantly one slot ("Hit more Gold!") at TURBO speed; my game history for 19-22 June shows 1,774 wagers.

(c) Reduced RTP / record integrity. An independent 500-spin sample on 20 June showed 2,485 EUR wagered and 2,120.80 EUR returned (85.3%). When I reviewed my game history on 21 June, the site's own results counter behaved erratically, decrementing from 1,178 to 728 while loading.

I request: a full itemised accounting of all activity from the 18 June deposit through the 19 June 0.15 EUR balance; an explanation for the ~635 EUR that left my balance with no bet record, and a refund of that amount; and that the operator's record-keeping, RTP, responsible-gambling practices and VIP conduct be examined.

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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 provide screenshots or documentation of your account balance and transaction history before and after the incident?
• Have you noticed any unusual behavior on your account prior to the balance loss?
• 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.

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 taking this on.

1) Account balance and transaction history before/after the incident: On the night of 18-19 June 2026 I made a final crypto deposit of about 199 EUR and built my balance to approximately 635 EUR, then logged off intending to continue the next day. When I logged in on 19 June (around 12:5😎 the balance showed 0.15 EUR, with NO corresponding bets in my game/bet history to account for the gap. My deposit history (with transaction IDs), the 19 June balance screenshot/video, and my downloaded game-history for 19-22 June document this, and I will send them to attila.g@casino.guru.

2) Unusual behaviour before the loss: Yes. (a) The ~635 EUR disappeared overnight with no bets recorded in history. (b) When I reviewed my game history on 21 June, the site's own results counter behaved erratically, decrementing from 1,178 to 728 while loading. (c) I was depositing and playing at very high intensity (about 9,995 EUR over five days, predominantly one slot at turbo speed) with no responsible-gambling check at any point; when I asked support directly whether I should stop and wait, I was told in writing "There is no risk in continuing playing in the casino."

3) My communication with the casino: My assigned VIP host ("Jack", jack.vip@spellwin.com / Telegram @jack_spellwinvip) reviewed the logs and confirmed in writing that the loss "wasnt autoplay, wasnt another session or another login, same ip... really weird case", and that the bets were "not displayed in history." Instead of refunding the ~635 EUR or formally escalating, he credited a 650 EUR "bonus ... just to make you smile" and discouraged me from pursuing it. I will forward the full Telegram/WhatsApp exports and the support chat to attila.g@casino.guru.

To be clear on what I am claiming: the unexplained ~635 EUR that left my balance with no bet record, and an itemised accounting for it. I am treating the 650 EUR credit as an unexplained goodwill payment that the host himself framed as a gesture "to make you smile" - not as an accounting for, or a resolution of, where the 635 EUR went. As noted in my complaint, the six 500 EUR withdrawals I cancelled myself are not part of my claim. I am happy to provide anything further you need.

Best regards,

[Redacted]

Hello Attila, Did you receive any of my emails?

kind regards,

[Redacted]

Thank you for your reply and for the additional information.

In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screenrecording? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period.

Additionally, please send your complete transaction history (deposits, withdrawals, bonuses, and balance adjustments) from your casino account.

I would also like to clarify the €650 credited by your VIP manager. Was this amount added to your account as bonus funds (subject to bonus terms or wagering requirements), or was it credited as a regular cash balance without any restrictions?

If it was credited as a regular cash balance that you were free to use and withdraw, could you please advise on the reason for pursuing this complaint, considering that the amount credited by the casino exceeds the approximately €635 that you state disappeared from your balance?

Thank you in advance for your cooperation. I look forward to your reply.

Dear Smasher,

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.

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,
Attila
Casino.Guru