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

Hi

I have sent a email with all the correspondence between myself and treasure spins

Dear Sar1973,

Thank you for your email.

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation; however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Treasure Spins Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have failed, as the complaints have grown in number. We strictly recommend staying away from Treasure Spins Casino. I wish I could be of more help.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

The casino can reopen this complaint at any time.

Best regards

Veronika