The player from Denmark had not been able to withdraw her winnings of 30,000 kr from Spinline, as her attempts were continually rejected, and she was informed that the money had disappeared. She was unable to trace where the funds had gone. We asked her for the withdrawal rejection reason, withdrawal history, KYC status, game details, bonus use, and current balance, but she did not reply to our messages or reminder. As a result, we were unable to investigate further and the complaint was closed for now due to lack of response.
Spinline Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: 30,000 kr.
Spinline Casino
Safety Index 5.7 Below averageCase summary
Discussion
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1 month ago
Translation
I won 30,000 kr during the summer holidays which I have never been able to get paid.
spinline. Every time I have come up with the excuse that the money has just disappeared. I can't even see where it should have disappeared to. I try to withdraw it in small amounts. But I haven't been able to get even 1 kr paid out. Every time I tried to withdraw money. It was rejected and in the end all the money just disappeared, as if I never won it.
Automatic translation:
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1 month 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 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Did the casino provide any specific reason for rejecting your withdrawal requests? If so, please forward me the relevant communication with the casino or a screenshot showing the rejection reason. My email address is veronika.f@casino.guru.
- Could you please send me a screenshot of your complete withdrawal history showing the rejected withdrawal attempts?
- Is your casino account fully verified, or have you at least submitted any identity documents for KYC verification?
- Which games did you play to accumulate the disputed winnings?
- Did you accumulate these winnings with or without an active bonus?
- Are you still able to access your casino account, and what balance is currently displayed there?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Dear Mariannenielsen,
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.
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4 weeks ago
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,
Veronika
Casino.Guru
