The player from Finland claimed that Spintexas casino had withheld a withdrawal of 495 euros, alleging identity fraud despite having previously received smaller withdrawals without issues. He found this situation unfair, especially since no problems had arisen until he attempted the larger withdrawal. The complaint was closed by the Complaints Team as they lacked the expertise and access to evaluate disputes related to sports betting and could not fairly assess the casino's internal investigation. The complaint was not considered unjustified, but no further assistance was provided in this case.
SpinTexas Casino - Player's withdrawal has been confiscated.
Closed
Our verdict
Other
Amount: €495
SpinTexas Casino
Safety Index 2.9 Very lowCase summary
Discussion
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1 month ago
Translation
Spintexas casino took 495 euros from me, I was about to withdraw 495 euros that I had won. Previous smaller withdrawals came to my bank normally, for example 100 euros. But then when I was about to withdraw this 495 euros amount, they figured out that I had cheated them with my identity. It's quite strange that there was no problem with withdrawals before, but as soon as a larger amount came, it seems like a pretty unfair betting site
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month 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.
- What types of games did you play to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports only?
- Did you accumulate your winnings with or without a bonus?
- Have you submitted any identity documents to the casino for the KYC verification before your winnings were confiscated? If so, were your documents approved by the casino?
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
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1 month ago
TranslationI played sports betting and won. Yes, I have confirmed my identity. There were some bonuses and then most of it was money I had deposited. I already withdrew a couple of times from there, about 100-150 euros, which came to my account normally, but this 495 euro withdrawal was then rejected and they said that I had cheated on my identity.
Edited
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1 month ago
Thank you for your patience throughout the complaint process.
Please understand that if your winnings were confiscated and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.
This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.
We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.
We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.
