The player from Greece had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The Complaints Team had reviewed the situation but found that the casino may have confiscated the winnings due to detected activity related to sports betting. As the Team lacked sufficient insight to evaluate the casino's investigation results, the complaint was closed without resolution.
Spinoloco Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Other
Amount: €550
Spinoloco Casino
Safety Index:Above averageCase summary
Discussion
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4 months ago
Translation
I made my first deposit at the casino 135€, I played sports betting, I lost, then I made another deposit 140€, I played sports betting and I reached 550€, I made a request to withdraw 200€ and suddenly they send me an email that I have violated the terms 7.11 and 7.12, I know that all the money I have won is removed and I can only get my second deposit back and all this without being able to prove anything to me and they did not send me any proof that I have violated I think it is just their tactic to pass on the money you win, please help me.
Automatic translation:
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4 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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4 months 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, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 months ago
Translation
I have properly identified myself, I forgot to mention it. 
and here is the email they sent me
Automatic translation:
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4 months ago
Dear player, I apologize, but if you had only placed bets on sports betting and your winnings were confiscated, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.
