Zuluspins Casino - Player's winnings are confiscated.

I would like to file a complaint regarding this casino. The casino canceled my withdraw of 225€ and confiscated my winnings by accusig me of fraudulent activiyy and vpn usage. These accusations are false.

i have never used vpn while playing at this casino or never engaged in any fraud, bonus abuse, collussion or other prohibited activity. I played normally and honestly.

the casino only gave me generic reference to their Terms and conditions without providing any real evidence or detailed what did i do...

THIS DECISION is UNFAIR and UNJUSTIFIED. I ask your team to investigate this matter and request the casino to provide concrete proof for their accusations.

i would like my winnings of 225€ to be paid or minimum receive a transparent explanation supported by evidence.

thanks for listening and assistance.

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Dear Ottooi,

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 fully understand the situation.

• Could you please confirm the date and time when you attempted to withdraw the €225, and when you were accused of fraud?
• Could you also advise which games you mainly played (e.g., slots, live casino, sports betting, etc.)?
• Additionally, did you complete the verification process before you lost access to your account?

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,

Petra

Thank you for your message and your help in resolving the matter.

here is a clarification

I tried to withdraw €250 for the first time on 16 or 17.4.

I played slot machines.

I completed the verification process, but had some initial issues. I initially thought I had uploaded a picture of my ID card to KYC, so I took several pictures of myself holding my ID card next to my face. Later I realized that I had previously uploaded a picture of my driver's license, which caused confusion during the verification process. As a result, the KYC failed the first few times and the withdrawal was unsuccessful.

However, KYC was approved on April 20th, and just a few hours later my winnings were confiscated. The reason was VPN use or suspected fraud...

I want to emphasize that I did not use a VPN and did not break any casino rules. I used my account normally on both my phone and computer.

I greatly appreciate your help in resolving this situation and hope that the matter can be resolved fairly.

Thank you for your reply and for providing the previous details, Ottooi.

To help us better understand your case, could you please clarify the following:

• Were your winnings accumulated with or without an active bonus?
• Have you ever made a withdrawal at this casino before?
• What payment method did you use for your deposit and withdrawal request?
• Could you share any relevant screenshots or communication with the casino (account activity, emails, chat records)?

You can send the documents to petra.h@casino.guru or upload them directly to the complaint thread.

Thank you again for your cooperation.

I sent you an email about it.

Did your winnings accrue with or without an active bonus? :with an active bonus

Have you ever made a withdrawal from this casino?

no this was the first

What payment method did you use for your deposit and withdrawal requests?

trumo deposit and bank transfer withdrawal

Could you share any relevant screenshots or communications with the casino (account transactions, emails, chat details)?

I have sent all the pictures to that email address.

Dear Ottooi

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 Martina (martina.b@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,

Petra

Dear Ottooi,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Zuluspins Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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 an approved ADR, info on those can be found here: https://anjouangaming.com/resources/authorized-adr-providers/.

I am sorry I could not be of more help on this occasion.