Treasure Spins Casino - Player's winnings have been confiscated.

I am a verified player from the UK and have been gambling at Treasure Spins Casino for the past couple of months, depositing and losing without issues. Recently, I won £1,875 playing blackjack with real funds and requested a withdrawal.

After completing full KYC verification with genuine documents, my withdrawal was cancelled. The casino sent me an email citing Section 12.10 of their Terms & Conditions, but they only provided a generic list of possible breaches (VPN use, forged documents, bonus abuse, fraud) without specifying which one I allegedly committed or providing any supporting evidence.

For the record:

I passed full KYC verification.

I did not use a live casino bonus. The only bonus I accepted was a slots bonus, which was not used.

All blackjack play was conducted with real money, no bonus funds.

I have not engaged in fraudulent, collusive, or automated play.

I am a UK resident and played from the UK. I acknowledge there was one incidental VPN connection, but my identity and jurisdiction were never disguised.

Despite this, the casino confiscated all my winnings (£1,875) while leaving my £200 deposit untouched.

This is disproportionate and unfair, and I believe it conflicts with the principles of transparency and fairness required under Curaçao licence OGL/2024/376/0148. I am seeking the release of my legitimate winnings.

I have attached:

The withdrawal cancellation email,

My KYC approval,

Screenshots of my withdrawal request and account history.

I kindly ask for Casino Guru’s assistance in resolving this matter.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Treasure Spins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any previous withdrawals from the casino?
• Do I understand correctly that you made a deposit to the casino shortly before your account was closed?
• Were any of your deposits returned, or were you promised a return of your recent deposits?
• When was the last time you engaged in a discussion with the casino regarding the issue?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your response. Please see my answers below:

• I have never made a withdrawal from this casino before.
• Yes, my £200 deposit was made a few days before my withdrawal attempt.
• My initial £200 deposit was returned, but all of my winnings (£1,875) were confiscated.
• The last contact I had with the casino was on 22/09/2025, when they sent me the email citing a breach of their Terms & Conditions.

For context, I have deposited and lost money with this casino in the past without any issues. However, once I finally won, they spent over a week repeatedly asking me to re-verify my account in a vague manner, without clearly stating which documents they required.

This seemed to be a delaying tactic, and shortly afterwards my withdrawal was cancelled.

Kind regards,

Fahad ****

I also want to add that now they have closed my account as I cant sign in, that still has my initial 200gbp I deposited

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]), who will be at your service. However, I would like to warn you that it seems to be a common practice of Treasure Spins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello lone67,

I'm Michal, and I have taken over your complaint. I want to inform you that, given your interaction with an operator who possesses a very low safety index rating with us and already has several unresolved complaints, achieving a favourable resolution for your case appears to be quite uncertain. Furthermore, as a resident of the UK, it is advisable for you to engage only with casinos that hold a UK license, as they offer at least a certain degree of protection.

Nevertheless, I will take the initiative to reach out to the casino to gain further insight into this issue and explore if there is any way I can assist.

We would like to invite Treasure Spins Casino to join the conversation.

Dear Treasure Spins Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at [email protected]

Additionally, can you please explain how the player can withdraw at least their deposits, given that they are currently unable to access their casino account?

Dear lone67,

I wanted to give you a brief update. I have successfully contacted the casino team, and they have shared their perspective on the matter with me. I am currently evaluating it and exploring possible solutions for how your case might be addressed.

I will keep you informed as soon as I have more information.

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.

Dear lone67,

Although I tried to find a consensus with the casino on how to potentially resolve your case, it ended with their strict adherence to the rules.

You have been flagged by the casino security team, backed up with sufficient evidence, for using proxy IP addresses and a VPN, which is, according to their rules, not allowed as stated in rule 12.10. However, we at Casino Guru do not consider the provided reasoning sufficient for taking such a significant action as the confiscation of the winnings. There has been no evidence provided to us to suggest that you gained any unfair advantage while using a VPN.

I have conveyed our stance on such matters to the casino team and provided our insight on how such a situation could be handled, but regrettably, they have maintained their original position. Unfortunately, we are left with no choice but to consider this complaint closed as Unresolved—Against Fair Gambling.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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.

As I mentioned above, as a resident of the UK, I strongly advise you to engage only with casinos that hold a UK licence, as they offer at least a certain degree of protection.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to [email protected]. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at [email protected] if you try this option.

I can only recommend checking the reviews of each casino prior to registering and ensuring that you engage only with well-licensed and highly rated establishments. Additionally, it is important to adhere to the casino's regulations to prevent any future disappointments of this nature.

I am sorry I could not be of more help on this occasion.

Best Regards,

Michal

Casino Guru