The player from Italy faces an issue after withdrawing €304.83 from his balance, which included a promotion. Despite his account being verified and €200 becoming withdrawable, that amount disappeared from his account after the withdrawal. He seeks assistance in recovering the missing funds.
SpinGrande Casino - Player's winnings have been confiscated.
Opened
Current status
Waiting for player to reply
6d 22h 26m 12s
SpinGrande Casino
Safety Index:HighCase summary
Discussion
Public
Public
22 hours ago
Translation
Hi, I have a problem with this mess.
On April 19th I received an exclusive promotion from this casino which consisted of a 100% bonus up to €200 with 0 wagering, so it basically went into my real balance after one spin:
So far, so good. I deposited and played around €1200 on Pragmatic and Hacksaw slots, managed to make a few wins, and reached a balance of €504.83.
To withdraw money, I was asked to upload my documents and verify my account. I submitted all the documents, and on April 22nd, my account was verified.
At this point I requested a withdrawal, but to my great surprise, even though my entire balance was withdrawable, they only let me withdraw €304.83:
So I requested a withdrawal of €304.83, €10 was deducted as a "withdrawal fee," and I received the remaining €294.83 via bank transfer.
The problem is that after receiving my withdrawal, the remaining €200 disappeared from my balance.
Since that €200 was no longer a bonus but had already become withdrawable balance for some time (as you can see in the screenshot above), I believe the casino acted unfairly by deducting it from my balance and I would like it to be withdrawn like the rest of my balance.
I hope you can help me solve this problem.
Automatic translation:
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1 hour ago
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.
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1 hour ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinGrande Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Do you have access to your player's account? Can you log in?
- Have you contacted casino support and asked for an explanation as to why the winnings were removed? What response have you received?
- Send emails or chat transcripts of your interaction with the casino regarding the issue to my email at tomas@casino.guru, or 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,
Tomas
