SpinTexas Casino - Player claims that payment has been delayed.

I deposited £300 at this casino.

All I did was play slots and won £1,715.30 

I didn't use any bonuses it was all real money.

They alleged I violated their terms

Absolute nonsense

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Dear Buster642008,

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 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

Hi. This is the email I received.

I honestly can't believe what I am reading. All I did was deposit and play slots.

Sorry. It's not a withdrawal delay it's confiscation of legitimate winnings.

This is the email I received

Dear Paul

We would like to inform you that your withdrawal has been canceled and the amount of £1,715.30 has been removed from your balance due to the breach of the following Terms & Conditions:

5.9.5 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if:

i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")

ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active

iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group

iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

7.21.7 All the Website, newsletters, SMS’s and On-site Notifications bonuses and promotions are intended for recreational players. We therefore expect that all players participate in all bonuses and promotions fairly. We have set out below certain types of play which we consider to be irregular and therefore will be considered to be in breach of these General Promotions & Bonus Terms and Conditions:

-- Wagering on games with bonus money to build up value, lose the bonus and then cash out on the built-up value with a secondary deposit or other methods.

-- Using any betting system (e.g., Martingale) or placing even money bets on any game of chance.

-- Two tier betting (where large bets are placed on high variance outcomes, before switching to lower variance outcomes to clear wagering requirements);

-- Placing contradictory or repetitive bets;

-- Placing over 100% of the deposit amount in one bet while a deposit bonus is active;

-- Using multiple accounts to obtain more than the number of bonuses or free bets permitted for each player;

-- Colluding with other players in order to take advantage of promotions or bonuses;

-- Repeatedly using promotions to play, with minimal or no deposits, and/or depositing purely to take advantage of our offers.

Lastly, please note that the amount of your last 2 deposits (£100.00) remains in your account.

Do not hesitate to contact us in case you require any assistance.

Kind regards,

Customer Support Team

.

Dear Buster642008,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Karia

Thanks for getting back to me.

They refused my £500 withdrawal. Put it back in my account and my total balance was £1713. They confiscated the whole total £1713 but wouldn't tell me why. They sent me a list of about twenty terms I might have breached

I sent numerous emails asking which term I breached but refused to tell me.

I was using real money. NO Bonus

They now just ignore my emails

Dear Buster642008, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

I have made no withdrawals this was my first attempt at a withdrawal

Yes I passed the K YC very quickly and easily

My winnings were with real money

No bonus money

I played slots casino games

Dear Buster642008,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor, (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Buster642008,

I am sorry to hear about your problem with SpinTexas Casino.

I will now try to contact a SpinTexas Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a SpinTexas Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Igor.

Thanks very much.

Paul

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thanks. Has the casino responded at all ?

Dear Buster642008,

I have repeatedly tried to contact the SpinTexas Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor