UpSpinz Casino - Player's winnings have been confiscated.

Deposit 40€, winnings from roulette (note no bonuses used), kyc with verifications all refunded one by one, finally all kyc approved and after three days of waiting they inform me that I broke the rules and that's not it. In the end, the 720€ winnings are denied and 65€ is returned to the account. The casino felt like a scam from the start. The VPN accusations and others are completely false.

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• When was your account verified? Which documents were you asked to submit during the verification process?
• Have you made any previous payouts from the casino?
• If there is other evidence to provide, my email is tomas@casino.guru

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,

Tomas

Hi Tomas, I have deposited at that casino before, but this would have been my first withdrawal.

The account hasn't been blocked, but the casino isn't willing to tell me how VPN accusations etc apply to me when that's not possible.

And there is still €65 in the account, which has been refunded to me, but I won't touch it until the matter is resolved.

ID, proof of address, bank, etc. were requested, I submitted them and each one came back and demanded better and more comprehensive proof, for example, I sent a 38-page PDF for bank verification and a picture of the ID so that my face could be seen in it, which was perhaps a bit strange, everyone changes with age...

The account was finally confirmed on June 16th and on June 19th it was announced that €655.10 had been frozen due to VPN violations.

There are certainly no VPN violations, I own my own phone and subscription and I work on the go but within Finland so I don't think there's anything wrong with that either, the operator is DNA, which has its own network in Finland.

Note: Bonuses have not been used.

When I ask how can I verify that I have not used a VPN. Finnish citizen, I live in Finland, I have not left Finland etc...

Dear niklassakari,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear niklassakari,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from UpSpinz Casino to join this conversation and assist in addressing the complaint.

Dear UpSpinz Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

So funny huh?

I got this email 1.7.2026 - 13:58

Not using bonus, no vpn, raw deposit.. Upspinz you little scammers ❤

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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, I recommend you contact the Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru