The player from Spain had been excluded and his account had been closed, preventing him from accessing the funds left in his wallet. The Complaints Team had attempted to assist him by requesting additional information and communication from the casino regarding the account closure. However, due to a lack of response from the player to multiple inquiries, the investigation could not proceed, leading to the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to engage further.
Spins Of Glory Casino - Player's account has been closed.
Closed
Our verdict
Player stopped responding
Amount: €650
Spins Of Glory Casino
Safety Index:Above averageCase summary
Discussion
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6 months ago
Translation
Hello, they excluded me and closed my account, and there is no way to receive the money that was left in my wallet.
Automatic translation:
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6 months 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.
Could you please forward me the email you received from the casino after your account was closed? My email address is veronika.f@casino.guru.
Was your account blocked by the casino, or did you request to be self-excluded?
Could you kindly specify if you passed the full KYC verification?
Did you accumulate your winnings with or without a bonus?
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 for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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6 months ago
TranslationI don't think I did the KYC verification you mentioned about the ID. I only made deposits.
and accumulate my money without a bonus
Automatic translation:
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5 months ago
What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
Also, please forward me all the communication between you and the casino regarding the closure of your account at veronika.f@casino.guru.
Thank you for your cooperation.
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5 months ago
Dear leonidassss,
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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5 months 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
