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More than 3 weeks ago, I ordered a payout of EUR 4,000. After waiting 5 days I received an email that I was selected for a random verification process and that this can take up to 14 days. To date I have not received any notification and now I have noticed that my account has been deactivated and I am no longer receiving any replies to my emails. I still haven't received the payment from mid-September!

Vor über 3 Wochen habe ich eine Auszahlung über EUR 4'000.- in Auftrag gegeben. Nach 5 Tagen Wartezeit erhielt ich eine E-Mail das ich für einen zufälligen Verifikationsprozess ausgewählt wurde und dass dies bis zu 14 Tage dauern kann. Bis heute habe ich keinen Bescheid erhalten und nun habe ich bemerkt dass mein Konto deaktiviert wurde und ich erhalte keine Antworten mehr auf meine Mails. Die Auszahlung von Mitte September habe ich auch immer noch nicht erhalten!

Dear robinr1997,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session? Was your account successfully verified in the past? Have you redeemed any promotional offer when placing your last deposit?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, I had already made withdrawals and the account was already successfully verified. I played with a bonus but met the requirements with a maximum stake of 5 EUR and then recorded the payout.

I just got the following message, but I can't really do much with it. What should be inconsistencies in my account is questionable to me. However, I am now only concerned with receiving the payment.

Ja ich hatte auch schon Auszahlungen getätigt und das Konto wurde schon erfolgreich verifiziert. Ich habe mit Bonus gespielt diesen aber mit max. 5 Eur Einsatz die Anforderungen erfüllt und danach die Auszahlung erfasst.

soeben habe ich noch folgende Nachricht erhalten, kann aber nicht wirklich viel damit anfangen. Was an meinem Konto Ungereimtheiten sein sollen ist mir fragwürdig. Jedoch geht es mir nun nur darum die Auszahlung noch zu erhalten.

So they have now seriously refunded the stake and canceled the profit with no reason. I will not accept this and ask you to help me as soon as possible. They only write that the account was deleted because of "inconsistencies". That is probably a joke!

I'm a regular player, I've met all the requirements and all my documents are correct and verified.

Also die haben mir nun ernstahft den Einsatz bereits rückerstattet und den Gewinn somit storniert mit keiner Begründung. Ich werde dies nicht akzeptieren und bitte sie mir schnellstmöglich zu helfen. Sie schreiben nur das das Konto gelöscht wurde wegen "Ungereimtheiten". Das ist wohl ein Witz!

Ich bin ein ganz normaler Spieler, habe alle Anforderungen erfüllt und alle meine Dokumente sind korrekt und wurden auch verifiziert.

Thank you very much, robinr1997, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

The biggest joke is that despite everything and my account is closed, I continue to receive such advertising emails!

Der grösste Witz daran ist das ich trotz allem und trotzdem mein Kontl geschlossen sei weiter solche Werbemails erhalte!

Hi robinr1997,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Spartan Slots Casino to the conversation to participate in the resolution of this complaint.

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.

You can forget a reply from the casino, they no longer reply to me either. What can I do to take action against them and claim the money? As I can see, I'm not an isolated case and I think such a casino would have to be closed after all? Who is the licensing authority of this casino?

Sie können eine Antwort des Casinos vergessen, die antworten auch mir nicht mehr. Was kann ich tun um gegen die vorzugehen und das Geld einzufordern? Wie ich sehe bin ich ja kein Einzelfall und ich denke so ein Casino müsste doch dann geschlossen werden? Wer ist die Lizenzbehörde dieses Casinos?

Hi robinr1997,

Unfortunately, the casino doesn't seem to have any license, so there's no gaming authority to turn to. I'm afraid there's nothing we can do but wait for the casino to reply.

Hi robinr1997,

I tried to get in touch with the casino repeatedly but had no success. As stated above, the casino has no valid license and doesn't refer to any ADR service, so there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.

Best regards,

Peter