Spins Of Glory Casino - Player experiences confiscation of winnings.

Ich habe den welcome bonus benutzt und habe das geld komplett umgesetzt und habe dann bei dem letzten spin auf einmal 1282€ abgezogen bekommen obwohl nirgends etwas von maximaler auszahlung oder ähnlichem steht

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spins Of Glory Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Were any free spins part of the welcome bonus you accepted and played?
• Could you please specify how much you deposited in order to activate the bonus and how much of your winnings were left in your balance?
• Have you contacted casino support and asked for an explanation regarding the winnings cap?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts 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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

ich habe ihnen die beweisbilder per mail zukommen lassen

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello paul12399,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Spins Of Glory Casino to join the conversation.

Dear Spins Of Glory Casino,

Could you kindly explain why the player's winnings of €1282 were confiscated?

Please point out the rule based on which the player is allegedly entitled to receive "only" €500 as the maximum win.

If there are any additional information or factors influencing the situation that cannot be disclosed publicly, please forward them to me at michal.k@casino.guru

Dear paul12399,

We sincerely apologize for the frustration you have experienced.

Following a review of your account, we have decided to recredit the amount of €1,282.68, subject to a wagering requirement of 1x.

We apologize for the inconvenience you experienced and trust that no further issues will occur.

Thank you,

Spins Of Glory Team

Thank you for your response, Spins Of Glory Team.

Dear paul12399,

Is the offer mentioned above acceptable to you?

Vielen dank habe es erhalten😍

aber wieso 1x umsetzten es war bereits umgesetzt

Dear Spins Of Glory Casino,

Thank you for your reply. Could you kindly clarify the reasoning behind the 1x wagering requirement on the funds that have already been won, considering that the wagering has already been completed previously?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear paul12399,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru