SpinTexas Casino - Player's winnings have been confiscated.

Dear Casino Guru Team,

I am opening a formal complaint against Spintexas Casino for unlawfully confiscating my legitimate cash winnings of €152,192.34. 

I deposited €30.00 of raw cash and played strictly from my home residential Wi-Fi in the UK. I won fairly on the slot game "Crimson Crown". I am a fully verified player, and my account was officially marked with the green badge "✓ KYC verified" by their own security team.

The casino sent me a generic, automated email citing Clause 5.9.5, listing 4 completely contradictory violations (VPN usage, forged documents, bonus abuse, and software fraud) without providing a single piece of evidence. They then left exactly €275.00 in my account.

Crucial evidence of bad faith: Exactly 2 hours AFTER my winnings were confiscated for alleged "forged documents", I received an email from their KYC support agent (Carrie). The agent standardly requested me to re-upload my phone bill as a clear PDF instead of a laptop screen photograph, confirming my account was still in the verification loop. This proves that my documents were NEVER flagged as forged by the KYC department; they were simply in the wrong format. The casino used a routine document format request as a malicious pretext to instantly wipe my €152k cash balance before the verification process was even completed.

Furthermore, my "Profit & Loss" statement confirms exactly €0.00 in bonus balance, completely destroying their bonus abuse claim. My game history also shows natural, human-like intervals between spins, ruling out any software assistance.

The casino has completely ignored my formal legal demands. I have attached clear screenshots of my "KYC verified" profile with the full balance, my transaction logs, and the contradictory email from Carrie. I also have live screen-recording videos confirming all of this data. I request your urgent mediation to recover my funds.

Important notice:

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Hello,

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 whether you currently still have access to your account?
• If so, could you please attach a screenshot of your bonus history?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

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

Dear Attila,

Thank you for taking my case. Here are the answers to your questions and the complete chronological evidence:

1. Account Access:

No, I no longer have access to my account. Immediately after I sent a formal dispute to the casino management, they permanently terminated my account. I received an official email from support agent Valeria stating: "your account will not open again and your deposits have been refunded". However, the claim about the refund is completely false—no funds have been credited to my NatWest bank account.

2. Bonus History & Real Balance:

I do not have active access to the panel now, but I anticipated the casino's malicious actions and secured Full HD screenshots of my account before the closure. I have attached the "Profit & Loss" statement screenshot which explicitly shows a "Bonus balance" of exactly €0.00. All €152,192.34 was entirely generated from my "Real balance" cash deposit.

3. Complete Evidence File:

I am forwarding the complete sequence of emails and screenshots directly to your email (attila.g@casino.guru). This includes:

- My profile screenshot showing the green badge "✓ KYC verified" and the full balance of €152,467.34.

- The transaction history showing the negative transaction labeled "Taken to system" for -€152,192.34 at 13:23.

- The automated confiscation email sent by the casino at 13:29, falsely alleging "forged documents".

- The routine email sent by their KYC agent Carrie at 14:55 (1 hour and 26 minutes AFTER the theft), standardly asking me to re-upload my phone bill as a clear PDF instead of a photo. This proves they stole my cash balance while the verification loop was still active and before any documents were actually evaluated.

- The final account termination email from Valeria.

I have also secured live screen-recording videos confirming all this data, which I can provide via a secure link if needed. Thank you for your urgent mediation.

Kind regards,

[Redacted]

Thank you for your reply. Could you please forward all documents you provided to the casino for verification?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

i did respond on that to Attila. Please check your email .

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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, Samuel (samuel.s@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

Dear Joanny,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from SpinTexas Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear SpinTexas Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

Hello everyone,

Dear Joanny,

I am sorry that SpinTexas Casino has not joined this complaint or provided any substantive response regarding your case.

I have contacted the casino and also extended the response period by an additional 7 days to give them sufficient time to participate. However, the only communication I received from the casino was an automatically generated email confirming that the complaint request had been received. Unfortunately, this was only an acknowledgement of receipt and did not contain any explanation, evidence, or response to the issues raised in this complaint.

Without the casino's participation and its explanation of the circumstances surrounding the confiscation of your winnings, I am unable to objectively assess the disputed facts or determine whether the casino acted in accordance with its Terms and Conditions.

For this reason, I have no other option but to close this complaint as Unresolved. Please note that this does not mean that I consider your claim invalid. Rather, it reflects the casino's failure to cooperate with our complaint resolution process. An unresolved complaint may negatively affect the casino's Safety Index rating and may encourage the operator to address the matter at a later stage.

As the casino has not provided us with any substantive response, I unfortunately cannot give you a more definitive assessment of the case from our side.

As a final option, you may consider submitting a complaint directly to the casino's licensing authority. SpinTexas Casino operates under an Anjouan Gaming licence. You can find the licence validator at the bottom of the casino's website. After opening the validator, you should be able to find an option to submit a complaint directly to the licensing authority.

We have also prepared a guide explaining the process and the information you should provide when submitting a complaint to a regulator:

How to submit a complaint to a regulator

I am sorry that I was unable to assist you further in resolving this matter. I hope that the casino may still decide to review the case or that you will be able to resolve the matter through the relevant licensing authority.

Best regards,

Samuel

Casino Guru