The player from Germany had his account blocked and was unable to withdraw his winnings of 420 euros. After an investigation by the casino, it was determined that the account had been blocked for security reasons, but the player could either reactivate the account or proceed with a manual payout. The player opted for a manual payout and, after some communication regarding payment methods, successfully received the funds. The issue was resolved, and the player expressed gratitude for the assistance provided by the Complaints Team.
Spins Of Glory Casino - Player’s account is closed and winnings are confiscated.
Resolved
Our verdict
Case closed
Amount: €420
Spins Of Glory Casino
Safety Index:Above averageCase summary
Discussion
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6 months ago
Translation
The site has blocked my account and does not want to pay out my winnings of 420 euros
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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.
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
What types of games did you play to accumulate your 420€ winnings? Were they slots, live casino games, or did you place bets on sports?
Did you play with or without a bonus?
Have you contacted customer support to ask about the reason why your withdrawal request was cancelled and your account was blocked?
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 had verified myself so far.
I had accumulated the winnings through slots.
The problem started when I reported a scam on the site.
At some point, they put my account on hold for verification. Then my previously requested withdrawal was canceled. When the verification was complete and apparently nothing was found, I sent documents by email for reactivation. Then I received an email back stating that my account remained blocked. I've already tried several times to contact the casino about the withdrawal, but there's been no response.
I'm slowly becoming desperate.
Kind regards, BS
Edited by a Casino Guru admin
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6 months ago
Please forward me all the communication between you and the casino regarding the closure of your account at veronika.f@casino.guru.
Could you also kindly specify what scam you reported on the website?
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6 months ago
TranslationI complained because money was debited from my account and gambled on the site.
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6 months ago
TranslationI had sent them the complete conversation via email
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5 months ago
Thank you for your emails. Based on the information provided by the casino, it appears that the balance in your account was used during regular gameplay and that no real money remained at the time your account was closed. Could you please confirm if this matches your understanding?
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5 months ago
TranslationIt's really nice how the casino responded, after they even responded to my inquiry regarding the remaining balance. But that was probably just an oversight on their part.
No, the casino's statement is definitely false. There was definitely still a balance left in my account. 420 euros!!!!!
Since I made the withdrawal of the balance shortly before my account was initially blocked, I had no chance of losing it. Therefore, the casino's statement is complete nonsense. However, since they haven't responded even though I sent more photos for the purpose of reopening my account, I suspect they've simply muted me.
I hope you can help me please.
Kind regards, Benedikt S.
Edited by a Casino Guru admin
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5 months ago
TranslationFurthermore, you can even see from the emails that when my account was blocked, I specifically asked whether the payout would still be processed.
The employee's statement was yes and 2 days later it was canceled by the system and I had no way to access it anymore
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5 months ago
Thank you very much, Forzatoto25, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.
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5 months ago
TranslationThank you for trying to help me with this issue, as the operator does respond to my repeated inquiries but then mutes me again and doesn't respond again, which probably means they know they're wrong.
I find it very sad for a provider who could laugh at such a sum but I will stick with it because I know that I am right
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5 months ago
Dear Forzatoto25,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from Spins Of Glory Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Spins Of Glory Casino,
Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of their winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.
Thank you in advance for your cooperation and timely reply.
Best regards,
Kubo
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5 months ago
Dear Forzatoto25,
Thank you for bringing this case to our attention.
We have initiated a thorough investigation into the matter and are currently reviewing all the details.We will provide a comprehensive update and explanation as soon as our investigation is complete.
Thank you for your patience.
Kind regards,
Spins Of Glory Casino.
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5 months ago
Dear Forzatoto25,
Thank you for bringing this case to our attention.
We have reviewed the matter and sent you an email outlining the specific documents required in order to proceed with the reactivation of the account.
Please review the information provided and share the requested documents at your earliest convenience. Once received, we will continue with the reactivation process promptly.
Thank you for your cooperation and patience.
Kind regards,
Spins Of Glory Casino.
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5 months ago
TranslationGood evening.
A huge plus to Kubo and the team for getting the whole thing rolling.
I've been chasing this whole thing for over a month now.
To the spokesperson for Spins of Glory, I have sent you all the information, including ID and all connections, at least four times now.
By reactivating, I hope I can only pay out my balance and then that will be it.
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5 months ago
TranslationI'm just asking that we can come to an agreement now so that we can slowly put this behind us.
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5 months ago
We would like to clarify the situation regarding this case.
The player’s account was blocked for security reasons after they reported that a third party might have gained access to it. We carried out a full investigation but did not find any suspicious activity connected to the account.
The player may now decide whether they wish to have their account reopened. If so, we strongly recommend changing the account password immediately for security purposes. Regarding the last withdrawal request of €420, unfortunately, this was rejected by the payment provider. The funds, however, were automatically returned to the player’s account balance, and no deduction was made.
Should the player not wish to have their account reopened, we are able to arrange a manual payout of the remaining balance instead.
Kind regards,
Spins Of Glory Casino.
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5 months ago
TranslationVery good morning
I would like to receive only the remaining balance, a manual payout so to speak.
The account itself does not need to be reactivated.
Edited
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5 months ago
Dear Forzatoto25,
Thank you for bringing our attention to this matter.
Please note that we have sent you an email. When you have a moment, please review its contents and respond at your earliest convenience.
Thank you for your cooperation.
Kind regards,
Spins Of Glory Casino.
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5 months ago
TranslationI received the email and replied to it today, and of course I hope it will be processed quickly.
Mfg [redacted by Casino Guru]
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5 months ago
Dear Forzatoto25,
We are pleased to inform you that the payment has been successfully processed.
The fund may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.
Kind Regards,
Spins Of Glory Casino Team.
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5 months ago
TranslationBeautiful good day.
I saw that the withdrawal was being processed at 11:15. Unfortunately, two hours later, it was canceled by your system.
I hope this was just a mistake and that they will push the payout again so that everything can go smoothly now.
Mfg [redacted by Casino Guru]
Edited by a Casino Guru admin
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5 months ago
Dear Spins Of Glory Casino,
Thank you for the good news and for processing the player’s refund. However, it appears that the withdrawal request has been cancelled by the system. Could you please look into this issue and advise what caused the cancellation and how it can be resolved?
Thank you for your assistance.
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5 months ago
Dear Kubo,
We’ve reached out to the player requesting an alternative payment method in order to proceed with the payout, as the originally provided option could not be used.
We will process the payment as soon as the player provides the necessary details.
Please let us know if you require any further information.
Kind regards,
Spins Of Glory Casino Team.
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4 months ago
TranslationThe account has been created with Neteller. But now I hope it will be finalized. I replied to the email.
Mfg [redacted by Casino Guru]
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4 months ago
Dear Spins Of Glory Casino,
Thank you for your update.
Dear Forzatoto25,
As you have already provided all the required information, I believe it is now only a matter of time before the funds are released and transferred to you. Please let me know once you have received the funds.
Thank you for your cooperation and patience.
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4 months ago
Dear Forzatoto25,
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 months ago
TranslationGood morning, everyone.
I'm still working on the matter since the casino supposedly only allows crypto withdrawals. I need to look into the matter properly first, as I haven't had anything to do with it before.
Unfortunately, this complicates the whole thing a bit.
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4 months ago
Dear Forzatoto25,
Thank you for the information. I’m following up after a week to check whether you’ve decided on your next steps. Would it be possible for you to withdraw your funds using cryptocurrency?
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4 months ago
TranslationSo, on Sunday I sent the casino two emails with options for how they could send me the money. One was to a different, new bank account, and the other was a Bitcoin deposit link. I'm hoping that if the casino decides to transfer the winnings via cryptocurrency, I can then convert the balance and have it sent to my bank account. Now I'm just waiting for a response from the casino. I hope they get back to me soon.
Regards [redacted by Casino Guru]
Edited by a Casino Guru admin
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4 months ago
Dear Forzatoto25,,
We are pleased to inform you that your refund request has been successfully completed.
The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and your bank’s processing times.
Kind Regards,
Spins Of Glory Casino Team.
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4 months ago
TranslationVery good morning.
The money has arrived, thank you very much. I would like to contact the Casino Guru team and express my sincere gratitude for the competent help I received through their website.
Big plus for you.
Regards [redacted by Casino Guru]
Edited by a Casino Guru admin
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3 months ago
Dear Forzatoto25,
I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.
Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!
We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.
Thank you in advance for your support in helping us enhance our services!
Best regards,
Kubo
