Spins Of Glory Casino - Player’s account has been closed unexpectedly.

i registed and played at this casino ,i made 3 withdrawals for 400 euros each(first one made on 24/06/2025) out of my 2467 euros balance because they have a max of 3 withdrawals, i waited and after 5 days they cancelled it for no reason, yesterday that i tried to log in to my account to contact their live chat about my money i got a message that my account is under review and i couldnt log in, in the live chat they told me that they closed my account and that i will be informed about my balance, they didnt contact my about my balance though and they dont answer my emails, am i being scammed here or what? why they dont answer my emails? i never used a bonus in this site and they never asked for any KYC, what is going on?

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem regarding your casino account. To better understand the situation and assist you effectively, could you please provide us with the following details:

• What was the reason given for the cancellation of your withdrawals?
• Have you received any communication from the casino regarding your account review?
• Can you confirm whether or not you've provided any identification documents for KYC purposes?
• What types of games did you play?
• 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

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.

-They told me that my provider had a problem but i contacted my card provider and they told that no transaction was declined they didnt even try to process my withdrawal

-They told me to wait but i already waited long enough enough is enough they closed my account with no reason with all this money in it

-They did not ask for any KYC verification , if they did i would gladly provide that but they didnt

-I placed some bets in the sports section , also i played a little bit of casino if i remember correctly(i've never used any kind of bonus)

help please?

anyone ? Help? Please ?

Before we proceed with your case, please forward me all the communication between you and the casino customer support regarding the problem with your withdrawal requests at veronika.f@casino.guru. Thank you for your patience and cooperation.

i just send you 3 separate emails , one with the chat transcript , one with the emails and one with screenshots of the emails that they ignore me

did you check the emails please?

Veronika can you help me please?

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

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Spins Of Glory Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

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.

you see ? they don't reply they've been doing that to my emails too for 15 days too, what is going on ?

Dear all,

We sincerely apologize for the extended wait.

Please be assured that your request is being handled with the highest priority by our team.

We truly appreciate your patience and understanding in this matter.

Kind regards,

Spinsy Team

What do you mean highest priority?i requested my first withdrawal at 24/06/2025 its almost a month are you out of your mind? give me my 2467 euros for god's sake!

they just cancelled one withdrawal of 400 euros and paid one for 400 euros, i dont understand, why do you cancel one of my withdrawals while you pay the other one? just pay me my money please

Maybe they have decided to pay out one withdrawal at a time. We will wait for the end of the timer and ask the casino if there are any reasons for delays (if there will be any delays). Meanwhile, please, keep informing us on how much you have withdrawn and if there any more cancellations.

as of now, i have just received 400 euros out of the 2467 euros, after 24 days of waiting...

Dear all,

We apologize for any inconvenience this may have caused.

Please be advised that all withdrawal requests have been successfully processed from our side, and there are no remaining funds available for withdrawal.

We appreciate your understanding and patience regarding this matter.

Kind regards,

SpinsOfGlory Team

They did pay the withdrawals indeed i confirm.

Dear pkr4098,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru