An Austrian player's account was blocked at Dozenspins Casino without explanation after filing a complaint with a different casino. After their complaint was finally addressed and refunded by All Reels, they tried to access their Dozenspins account again, but found their points reset to zero. They want a partial refund of their large deposits. We’ve rejected this complaint in our system due to a lack of evidence.
Dozenspins Casino - Player wants a refund after an unexplained account closure.
Amount: €3,000
Dozenspins Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 month ago
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8 months ago
Translation
Hello. I used to play a lot at Dozen Spins Casino and All Reels Casino. Then I filed a complaint about All Reels which was initially rejected and my account at Dozen Spins was suddenly blocked. Following multiple inquiries as to why it was blocked, the response was always the same - they couldn't provide me with any information. This is outrageous! Now, over a year later, All Reels decided to reconsider my complaint and I eventually got my money back. I then tried to open my account at Dozen Spins to see where all my Dozen Points were. Surprisingly, it was reset to zero even though they had locked me out without any reason. I subsequently closed it again. I would now like a refund for a portion of my deposits as I had made considerable deposits, only for my account to be abruptly blocked without any explanation. It's worth noting that I had closed my account myself multiple times, only needing to send a single email for it to be instantly reopened. It's clear they exploited me and when they saw the complaint, they shut my account down without any justification. Perhaps you could help me get a refund for some of the deposits. You even have a positive review from me about Dozen Spins which I once published. You've helped me before, dear Casino Guru Team. Thank you in advance.
Automatic translation:
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8 months ago
Dear Jasi6,
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. Might I kindly ask for clarification regarding the basis on which you're seeking a refund of your deposit? Has there been an oversight concerning any of your self-exclusion requests? Additionally, are there any funds currently being held by the casino?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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8 months ago
Translation
Hello, there is no more credit on the account, but everything else was set to 0 because I was suddenly able to reopen the account after All reels revised the complaint after 1 year. I closed the account more often and was able to open it again immediately. than the complaint from everyone reels you received at the time, dozen spins blocked my account. I kept asking why and I always got the answer they can’t provide any information. Well I deposited so much back then and suddenly I was blocked by them, so I want at least part of my deposits back .I rated dozen spins well at the beginning and I don't see why they were rated so highly again even though they only took advantage of the players. So ask for a small part of my deposits then the complaint is solved for me.thank you
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8 months ago
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You've already helped me twice to get at least a part back, maybe you can achieve something this time too, I don't want everything, just a small part as a gesture of goodwill because I really paid a lot there. Thanks
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8 months ago
If any of your requests for self-exclusion were ignored, please forward any relevant communication to petronela.k@casino.guru.
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8 months ago
Translation
I only have the emails where I always wrote that they should block my account, which they did. But I only had to write 1 email to open it and it was immediately open I want deposits back because they always let me deposit but then when the complaint was out for all reels they immediately blocked my account without any answer why. Then the complaint was solved after 1 year and I was able to get into the account where everything was at 0 .had no money at the top but my level was at the top everything but 0 .had it blocked again immediately because that's cheeky.so i now want a small part of the deposits back because they always let me deposit the account was then blocked and the whole status was set to 0. at least as a gesture of goodwill i would like to have a part back because deposit and let deposit then just block the account without answer why and set everything to 0 thats a rip off thank you
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8 months ago
If you have submitted any requests explicitly outlining the reason for your account's requested suspension, along with a specified duration for the closure, and these requests were disregarded by the casino, please provide us with copies of those correspondences. However, if your only request was to have your account blocked without specifying reasons or duration, we regrettably cannot offer assistance. Furthermore, if the casino holds no actual monetary balance in your account and only reset your VIP status, this is a non-reversible action.
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7 months ago
Translation
Unfortunately, I no longer have the emails where I requested a self-exclusion. I just want a part of my deposits back because the casino treated me unfairly by always blocking my account and reopening it at my request. But then they blocked it without any information when I complained about all the reels and my entire dozen has set spins points to 0. wants at least part of the deposits returned. thank you
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7 months ago
I sincerely regret to inform you that without any concrete supporting evidence indicating that your self-exclusion requests were disregarded, allowing you to make subsequent deposits into your casino account, our ability to provide assistance remains limited.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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