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Good day my name is Jason N***. I was awarded free spins at Spartans slots casino and met the wager and play through requirements. My free money was converted to real withdrawable money and I was requested to make a deposit of R150 in order to withdraw my winnings. After 7 business days I find that my account has been disabled. The casino has not been communicating with me as I have sent multiple emails to various departments. My account has been fully verified and all the documents send to them were correct. I have accounts with other casinos some which may be sister companies to Spartan slots but have not made a withdrawal request with any of these casinos. I would just like to get a response from the casino as to why it is treating me unfairly. And if they don't want to pay me my winnings that they refund me the R150 I deposited to withdraw my winnings.

Dear jnaidoo69,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that R1,400 (dispute value) is being held in your account? Could you please advise when exactly was your account blocked?

Also, do I understand correctly that you have not received any explanation from the casino regarding this situation? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much for your reply.

Best regards,

Kristina

Good day Kristina

Thank you for your swift response. My account was disabled this morning. I had been communicating with thw support team via live chat but unfortunately I can not access the chat now to get screen shots. I was told that the accounting team was busy reviewing my withdrawal and that I will receive a response today via email. When I tried to log in to the casino this morning it said my account was disabled. I have received no communication since and I have sent 3 emails already.

Regards

Jason

Thank you very much jnaidoo69 for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you Kristina for your continued assistance.

Regards

Jason Naidoo

Hello jnaidoo69,

I will assist you with the complaint from now on. I would like to invite the represntatives of Spartan Slots Casino into the discussion in order to help us resolve your issue.

Spartan Slots Casino,

Could you explain in more detail why jnaidoo69's winnings were not payed out and why his account was closed?

Hi there,

This customer did not pass the filters set by our Security and Risk department. As per our Terms and Conditions item 2.6.4. The Company reserves the right to cancel the User’s Account for any reason whatsoever, at any time, without notice. The player did indeed deposit R150, however the balance was played down to 0 prior to account closure.

In regards to the winnings generated on the account, they were sourced in a bonus received prior to the first deposit, but not the Sign Up bonus. As per our Bonus Rules item 1.1.7. Only the first free spins/free bonus applied on the player's account are part of the Sign-up offer. Any subsequent free spins or free bonuses received before making the first deposit are not considered withdrawable and winnings will be voided.

Thank you for your response. I would like to ask why does the casino offer free spins every week if the winnings cannot be withdrawn.

Hello all,

Thanks for the explanation to the Spartan Slots Casino team.

We acknowledge the possibility of players' accounts being closed for any reason, but not the confiscation of winnings.

Spartan Slots Casino,

Could you explain how the Free spins were awarded if they weren't part of the signup bonus and were awarded prior to the first deposit? Were there multiple free spin bonuses awarded prior to the first deposit?

Could you explain why the deposit was necessary to enable the withdrawal of the winnings if at the same time the winnings of the free spins in question were not withdrawable?

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’.

The free spins were sent via email as part of our promo package. All the mailers state that the Bonus Rules apply. The player did claim several sets of free spins prior to their first deposit.

In regards to the player being instructed to deposit, the support agents cannot determine the origin of the winnings. This can only be determined by the Accounting department upon review of the withdrawal request. The agents may have unknowingly suggested making the deposit in order to withdraw, being under the impression that the winnings originated in the Sign Up bonus and the player was eligible to withdraw. We will consider refunding the transaction even if the funds have been played.

Thanks for the clarification to the Spartan Slots Casino team.

Please let us know about your decision on the refund. Much appreciated!

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.

Hi there, 

The finance team have reached out to Jason218 to establish how to best refund the transaction. Thank you for your patience in this matter.

Hello all,

Thanks for the cooperation in this case to the Spartan Slots Casino team.

jnaidoo69,

Please let us know when the refund is received and in case you require any more assistance.

Thank you so much. I received the deposit. Casino guru is the best.

I am glad to hear that, jnaidoo69. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.