Treasure Spins Casino - Player's withdrawal is delayed and funds are confiscated.

I have been playing on and off at treasure spins since the beginning of this year . I have never made a withdrawal but on Sunday 13th September I won a large amount tried to withdraw but on Monday I had a email asking me to upload a photo of me holding my I.D (they had cancelled the withdrawal and sent it back to my account) I uploaded the proof and also a up to bank statement and also a statement from my paysafe card account which is how I deposited. All my proofs where verified by the KYC team but then today I received a email from them saying it has been cancelled and they have deducted £905 from my withdrawal but given my £95 back which was my deposit amount for the last month! They have accused me of using a VPN (which is untrue) they have also said that I have used forged documents which is also untrue. They also said I have committed bonus abuse!

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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.

• Have you ever used a VPN, proxy, iCloud Private Relay, or a similar privacy service while accessing the casino? From which country did you register and play?
• Did you accumulate the disputed winnings with an active bonus or with real money only? If you used a bonus, please send me a screenshot or link to the promotional offer and specify which games you played.
• Did the casino specify which document it considered forged and explain why?
• Please forward the complete correspondence between you and the casino concerning the confiscation of your winnings, alleged VPN use, forged documents, and bonus abuse to veronika.f@casino.guru. If possible, please send the emails in their original .eml or .msg format and mention complaint ID 231302.

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