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

Hi there,

I signed up and deposited £300 across deposits of £20, £80, £100 and £100. I placed £100 in cash and then £200 in bonus cash I had been awarded as a result of my deposits on a draw in the Newcastle vs Bournemouth game at odds of 4.5. This won and returned £450 in total return from my cash bet and 2 x lots of £350 from my free bets. As many others have reported, by trying to request a withdrawal I was then asked to jump through many hoops in order to verify and this process was completed without issue. Once I was then fully verified and requested a withdrawal, the casino confiscated my total winnings (including some casino offer winnings) of £1070 citing clause 12.10 as the reason for doing so. This means the casino have: 1) fully verified me before confiscating my winnings and 2) confiscated winnings that occurred as a result of a bet placed with REAL CASH and not related to the two winning bonus bets. Please note that IF you are in any way able to get the casino to restore the funds to my account (even if I can’t withdraw them) then I can use this to my benefit so this would be an acceptable last resort solution. Could you please do your best to help my resolve this? Thanks.

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Dear Matth93,

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 have access to your gaming account?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Do I understand correctly that the proof of identity submitted on the 10th of January has been rejected by the casino? Have they provided any explanation for rejecting the document?

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 G.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hi Attila,

Thanks for your prompt reply.

1) I have just logged in to check and yes, I still have full access to my account. I have a pending withdrawal of £300 (not yet processed by them), the sum total of all deposits I made to this provider.

2) I do not use VPN services and have never signed in (web only, they don’t even have an app) from anywhere but the UK. The ONLY thing I have turned on, but surely this is not relevant, is private relay through my iPhone iCloud? ‘Private Relay hides your IP address and browsing activity in Safari and protects your unencrypted internet traffic so that no one—including Apple—can see both who you are and what sites you’re visiting’. This is purely a privacy feature and does in no way mask my location etc.

3) To clarify, after my bet won on the Saturday (10th January) I wished to withdraw. When I requested a withdrawal I was told ‘only fully verified customers may withdraw’. That first uploaded document they rejected is a scan of my passport. I took a Live Photo of the passport and it was accepted. So I fully passed KYC checks and then also was asked to further send a Live Photo of my face next to my passport which I did and this was also accepted.

Could I also further clarify and add to my complain against this site that I only realised after my initial contact that they have also confiscated £350 profit (winnings) from the real cash £100 bet I had to place to qualify for the free bets. This surely means that the winnings associated with that bet would not be in any way connected to bonus abuse and that £350, at the very least, is mine because it was profit garnered with a real cash bet? Thank you.

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Just to further add as well, I see that you have stated that ‘it this matter is related to sports betting you cannot assist’. To clarify, whilst the winnings and the money withheld which I am chasing came from sports betting, it is the withholding of funds and refusal to pay that I am asking for your assistance with. Given their low regulation, you may be my only hope to get this money back and so I would strongly appreciate if, on this basis (that they are refusing to pay without any grounds to do so), you could assist. Thanks.

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Dear Matth93,

Thank you for your reply. 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.

Thank you for your patience and cooperation.

Hi Attila,

I have seen that apparently my thread is going to time out soon.

I sent all of these to the email you provided. Did you receive them? Thanks.

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Dear Matth93,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Treasure Spins Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Treasure Spins Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hi Romi,

On my end I have nothing new to add that is not already known. The casino confiscated just over £1000 of winnings, all of which was won fair and square, and refused to provide an explanation beyond a catch all clause in their Ts and Cs. This has included the confiscation of £450 of winnings which occurred from a real cash money bet (so even if the casino DID believe I was abusing their free bet offer, which I wasn’t, I cannot comprehend how they think they had any right to take those winnings on top). I look forward to the casino providing an explanation for their actions, and appreciate your help in resolving this matter. Regards.

Matt

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 user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as 'unresolved.'

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi