Treasure Spins Casino - Player’s withdrawal is denied after account closure.

I signed up for this account the other day. I made a deposit (with no bonus) and after awhile I ended up winning a large amount!! CA$15,372.85 total. I sent in all the required documents to verify my account an it was indeed verified.

shortly after my account was verified I did my first withdrawal of 500.0 (this casino has a 500 daily limit.

shortly after my first withdrawal request I received an email that said my funds have been cancelled because I breached the term and conditions.

I was shocked and mad because that was a large amount and I have read reviews on this casino and heard this happens. I asked for clarification as to what I did and how they came up with this and they refuse to give an answer.

I believe it’s because they don’t want to pay the large amount.

when I was playing on the site, I was on my wifi, I never left my wifi or my house- not sure how they can say that?

what’s wrong with my id? I provided my drivers license, bill for proof of residence and then a picture of myself holding my ID.

they refuse to give me a answer, I think if they are going to reverse this because they claim I broke the rules, then I think they owe me an explanation or being able to dispute this.

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Dear MichelleMc1,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Is there any chance that someone from your household or using the same IP also created an account at this casino?

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

Hello!

thanks for reaching out

I’m definitely not that tech savvy, so I’ve never done anything like that or would even know how to.

when I was gambling I was using my cell and I was on my wifi.

I’m also the only person in my house who uses online casinos.

I have used other sites in the past and I’ve never been told I had broken any type of rules due to what this casino is saying.

i was playing slots- stuck to games like Three Oaks / 3 Clover Pots Extra and Three Oaks / 3 Clover Pots.

After doing a deeper dive it looks like this casino has a habit of doing this.

Hello!

thanks for reaching out

I’m definitely not that tech savvy, so I’ve never done anything like that or would even know how to.

when I was gambling I was using my cell and I was on my wifi.

I’m also the only person in my house who uses online casinos.

I have used other sites in the past and I’ve never been told I had broken any type of rules due to what this casino is saying.

i was playing slots- stuck to games like Three Oaks / 3 Clover Pots Extra and Three Oaks / 3 Clover Pots.

After doing a deeper dive it looks like this casino has a habit of doing this.

Hello,

does anyone respond to this?

Dear MichelleMc1,

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, Michal (michal.k@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

Thank you very much! Appreciate it’s

Hello MichelleMc1,

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. 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 and evidence to me at michal.k@casino.guru for a independet review.

Thank you in advance.

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 MichelleMc1,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, since it appears the casino is operating under a license from the Anjouan Gaming (AOFA) Authority in your jurisdiction, I recommend you yo submit a complaint to them. The Gaming Authority might have more options and tools to help players. You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru

Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru