SpinTexas Casino - Player's winnings have been confiscated.

I played at SpinTexas casino without bonuses or free spins. I won €6000 from the casino, of which I immediately wagered €2000. I successfully verified my account and requested a withdrawal of €1000, which is the maximum amount for a single withdrawal. So there was still €3000 left in the account that I would have withdrawn later. Today I received a message that all my winnings have been voided and the withdrawal canceled. They justified this by email by saying that according to Article 12.10, the casino has the right to void winnings if they suspect abuse... I have not committed any abuse, but have played at the casino for an hour and now when they should pay me my winnings, they void them based on a made-up reason. The entire Casino and customer service seem like a scam and only take the player's money and do not allow me to withdraw the won funds.

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Dear Jupe10,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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,

Attila

Hi,

I only played slot games and only Hackshaw gaming games. My account was successfully verified and I also received a notification that the account was verified. For verification, they asked for ID, bank statement and proof of address. I do not own and have not used VPN or any other programs

Dear Jupe10, thank you for your response. Could you please confirm whether you have entered all information truthfully during the registration process? Have you utilized a payment method registered in your own name?

Additionally, could you please forward the documents you have sent to the casino for the verification of your account? You can reach me at attila.g@casino.guru.

Thank you in advance for your cooperation.

I replied to your email with the documents as you requested.

Dear Jupe10, thank you for your response and for the evidence provided. Is there any chance that someone from your household or using the same IP also created an account at this casino? Have you submitted all information truthfully during the registration process?

Thank you in advance for your reply.

It is not possible that anyone else using the same IP address or living in the same household would have created an account at the casino. I have provided completely correct information during the registration process.

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, Jana (jana.k@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,

Attila

Thank you very much. I hope the matter can be resolved. 🙂

Dear Jupe10,

Thank you for bringing your account issue to our attention. I am genuinely sorry to hear that your account has been blocked, and I want to assure you that I will reach out to the casino to address and resolve this matter as quickly as possible.

I would also like to invite a representative from SpinTexas Casino to join this conversation so that we can collaboratively work towards resolving your complaint.

Dear SpinTexas Casino,

could you please clarify the reasons for the player's account blockage? Additionally, it would be helpful if you could provide any relevant evidence regarding this situation. You are welcome to respond here or, if you prefer, you can send the information directly to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

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.

If they don't join this conversation, they will reveal that they are cheating customers at the casino.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana