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Hello,

After receiving an email advertisement from the casino, I made a deposit last week using my existing user account. I began to play at the casino, stopped to sleep, and planned to continue the next day – only to be greeted with a notification that my account had been blocked due to gambling addiction. I didn't request this block. I got in touch with the casino to report the problem. The first live chat representative I spoke to told me it was simply an error and suggested I send an email to explain the situation – which I did on Saturday. On Sunday, I received a reply. Here's the original text from that email:

Dear Kevin,

Your account has been opened, and our casino has been experiencing some technical difficulties, but the casino is now back up and running. We apologize for the technical inconvenience.

In light of this, I attempted to log in again, but was unsuccessful. Several attempts to resolve the issue via the chat were ineffective, with each representative giving a different response. Now, I've been left waiting since Saturday with no word from the casino.

Even if I had been blocked from a partner casino due to gambling addiction, it was the casino’s responsibility to promptly block my existing profile as well. Instead, they allowed me to deposit money, make winnings, and only then decided to block my account, citing addiction as the reason. I demand that the casino refund my deposit as well as the winnings accruing in my account.

The amount in question here is merely 80 Euros.

Best regards,

Support team

Hallo,

Aufgrund einer email von dem Casino mit Werbung habe ich vor einer Woche bei dem Casino eingezahlt, ich hatte schon ein bestehendes Benutzer Konto, ich habe gespielt in dem Casino bin schlafen gegangen und am nächsten Tag wollte ich weiter spielen stand da das mein Account durch spielsucht gesperrt wurde, ich habe diese Sperre nicht beantragt. Ich habe das Casino kontaktiert mit dem Problem der erste live Chat Mitarbeiter sagte mir das dass ganze nur ein Fehler seih ich doch das ganze ein mal per Mail an die email schicke, habe ich getan am Samstag am Sonntag kam eine Nachricht zurück Orginal Text aus der email( Dear, Kevin

Your account has been opened, and our casino has been experiencing some technical difficulties, but the casino is now back up and running. We apologize for the technical inconvenience.

daraufhin habe ich Versuch mich einzuloggen und das ganze hat wieder nicht geklappt, ich habe noch mehre Male im Chat nach gefragt jeder sagt was anderes jetzt warte ich seit Samstag und höre Nix vom Casino,

selbst wenn ich in einem Partner Casino wegen spielsucht gesperrt bin kam das Casino ihren Pflichten nicht nach mein bestehendes profl sofort auch zu sperren nein sie erlaubten mir Geld in ihrem Casino einzuzahlen Gewinne zu erzielen und dann mein Konto zu sperren wegen dem sucht Grund, ich forde meine Einstellung sowie Gewinne von dem Casino zurück die sich auf meinem Konto befinden.

es handelt sich hier lediglich um 80 Euro

Best regards,

Support team

Dear Kevbo1337,

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.

• Have you ever requested your account to be closed or suggested a gambling problem when communicating with SpinsBro Casino?
• Could you please advise if you have self-excluded yourself from any other casino in the past?

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

Hello,

I myself have never ordered a ban from this casino due to gambling addiction. I have often blocked myself from various casinos because of gambling addiction

Hallo,

ich selber habe nie in diesem Casino ein Sperrung in Auftrag gegeben bezüglich spielsucht ich habe mich des öffteren schon in verschiedenen Casinos wegen spielsucht gesperrt

Hello Kevbo1337,

I hope there have been updates since our last discussion. If the casino asserted last week that the issue was merely technical and your account was reinstated, were you able to successfully withdraw your winnings?

Hello,

the casino doesn't respond to my emails, I sent several emails to different departments, no success! The live chat tells me every time that I should wait, it turns out to be more difficult than expected and then they refer me back to the emails where no one answers, I ask them to turn on the casino

Hallo,

das Casino antwortet nicht auf meine E-Mails ich habe mehre emails gesendet an verschiedene Abteilungen, kein Erfolg ! Der Live Chat sagt jedes Mal das ich warten soll es gestaltet sich schwieriger als gedacht und dann verweisen sie mich wieder auf die emails wo keiner antwortet, ich bitte sie das Casino einzuschalten

I just tried to contact the live chat again, I seem to have been blocked from the live chat, I no longer have a live chat symbol, I just told the gentleman there what the problem was, and suddenly the chat was ended and I can't more open a window, the casino works here in a fraudulent manner.

Ich habe eben wieder versucht Kontakt mit dem Live Chat aufzunehmen ich wurde für den Live Chat anscheint gesperrt, ich habe kein Live Chat Symbol mehr, ich habe dem Herren dort nur geschildert was das Problem ist, und aufeinmal wurde der Chat beendet und ich kann nicht mehr ein Fenster öffnen, das Casino arbeitet hier mit betrügerischer Art.

Thank you very much, Kevbo1337, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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 in the near future.  

Dear Kevbo1337,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Hello Casino Guru Team & Kevbo1337!

Regarding your case, we see that Kevbo1337 used different personal information in our two brands. For this reason, the system was unable to link your two accounts, one of which was previously closed. When our security department found this out your second account was immediately closed and all your deposits were refunded.

Date of refund: 2023-12-12 11:15:21

Best regards,

SpinsBro Casino Team

It would be interesting to see where they transferred the 80 euros because they certainly didn't transfer it to my bank account

Es wäre interessant zu sehen wo sie die 80 Euro hinüberwiesen haben weil auf mein Bank Konto haben sie es sicherlich nicht überwiesen

You let me play, you let me win and you just wanted to give me my deposit back?

Sie lassen mich spielen sie lassen mich gewinnen und wollten mir nur die Einzahlung zurück geben ?

Dear Kevbo1337,

can you confirm that your deposits were refunded?

I need the information from the transfer in order to be able to assign the whole thing, I have several transfers in the last 14 days

ich brauch mal die Angaben von der Überweisung um das ganze zuordnen zu können, ich habe mehre Überweisungen in den letzten 14 Tagen

Dear SpinsBro Casino team,

first of all thank you very much for your cooperation in this case. Please, could you provide more details about the payment, so the player can identify it?

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.

Hello Casino Guru Team and Kevbo1337!

Your transaction was successful 2023-12-27 09:34:48

Best regards,

SpinsBro Casino Team

Josef, you can give me an email and I will send you screenshots of my bank account. No money was credited from the casino on that day, nor the days after December 27th, 2023.

Josef können sie mir eine email geben ich werde ihnen Screenshots von meinem Bank Konto schicken an diesem Tag wurde kein Geld gutgeschrieben von dem Casino auch nicht die Tage nach dem 27.12.2023 .

Dear Kevbo1337,

you can forward it to my email address, jozef.k@casino.guru.

Have you tried contacting the casino support directly? These situations often arise, and usually, they can be easily resolved through communication with the support team.

Dear Kevbo1337,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Even if we have assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

Kind regards, Jozef