The player from Germany faces issues withdrawing winnings from Spingreen due to the cancellation of her €217 payout, with a claim of having a duplicate account linked to two IP addresses. Her inquiry about reversing this decision and requesting clarification on which email is associated with the alleged duplicate account remains unanswered.
SpinGreen Casino - Player's winnings have been confiscated.
Opened
Current status
Waiting for Casino Guru to reply
5d 17h 0m 3s
SpinGreen Casino
Safety Index:Above averageCase summary
Discussion
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1 week ago
Translation
I also played at Spingreen. Luckily, I only deposited €10 so I could use the money I won and wagered with free spins. To withdraw it, I would only need to deposit €10 again.
I could only withdraw the 217 euros once I reached 200 euros.
Two hours later I received an email stating that my winnings had been cancelled, but that my 10 euros had been refunded to my account as credit.
Apparently, I have a duplicate account with two IP addresses, and that's against the rules. I simply played using my account from two different phones.
My request to reverse this and to be told which email it was has gone unanswered.
Absolute fraud
Automatic translation:
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1 week ago
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 does that, do not share any information.
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.
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1 week ago
Dear montanamel,
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 fully understand the situation.
- Do you still have access to your account?
- Could you please confirm if you have passed the KYC verification?
- What were the two IP addresses that were flagged for the duplicate account issue?
- Can you provide any additional details or screenshots of the email you received about the cancellation of your winnings? Please forward relevant information to jean.s@casino.guru.
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
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3 days ago
Dear montanamel,
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.
