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Hello,

Yesterday, I received free spins in the Slot Circus Respin game and managed to win around €140. However, the money was not credited to my account; instead, it was simply taken. Half an hour later, €50 suddenly disappeared.

I contacted the live chat, but they couldn't do much to help.

Then, I sent an email.

Now I can't log in anymore, my account has been suspended.

I asked in the live chat what was going on, they made me wait and then blocked me without any explanation.

Guten Tag

Ich hab gestern bei den Slot Circus Respin Freispiele bekommen hab ungefähr 140 € gemacht. Das Geld wurde aber nicht mehr Konto gutgeschrieben, sondern wurde einfach eingezogen. Halbe Stunde später waren auf einmal 50 € weg

Ich hab den Live chat angeschrieben die konnten da auch nicht viel machen

Dann habe ich eine E-Mail gesendet.

Ich mich nicht mehr einloggen mein Konto wurde gesperrt

Ich hab dann im Live Chat nachgefragt was das soll die haben mich warten lassen und mich dann auch da geblockt ohne eine Begründung

Hello Alee001,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SpinsBro Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Can you please forward your bonus and betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Unfortunately, I was not verified. Unfortunately, I cannot provide anything because my account was blocked without any reason.

Yesterday we communicated for the last time. I explained to her that after the free spins in the game Circus the amount was not credited to my account and later €50 disappeared from my balance.

She couldn't really help. She sent me an email and asked me to describe the problem again. SpinsBro would then contact the game provider to find the problem.

Verifiziert war ich leider nicht. Ich kann leider nichts vorlegen, weil mein Konto ja gesperrt wurde ohne Begründung.

gestern haben wir das letzte Mal kommuniziert. Ich hab ihr erklärt, dass ich in dem Spiel Circus nach den free spins der Betrag nicht gutgeschrieben wurde und später 50€ aus mein Guthaben verschwunden sind.

Die konnte nicht wirklich weiterhelfen. Sie hatte mir eine E-Mail zugeschickt und soll ich das Problem noch mal schildern SpinsBro würde sich dann bei den spiel Anbieter um das Problem zu finden

Today I tried to log in and my account was suddenly blocked. I wanted to know what was going on and what was happening with my money. I was told to wait a bit, which I did and then I was blocked there too without any explanation.

Heute habe ich mich versucht einzuloggen mein Konto war auf einmal gesperrt. Ich wollte wissen, was da los ist und was mit meinem Geld ist. Ich solle doch ein bisschen warten hab ich gemacht dann wurde ich auch da ohne Begründung blockiert.

Hello Alee001,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Yes if it helps

Ja wenn's hilft

I'm asking you to help the Casino Guru team because I don't know how else to solve the problem.

Ich Bitte euch um Hilfe an das Team von Casino Guru ich weiß sonst nicht wie ich das Problem lösen soll..

Hello Alee001,

Did you forward the e-mail? If yes, which e-mail did you forward it from as I could not locate any from you.

What exactly do you mean by email forwarding?

Was genau meinen sie mit E-Mail weiterleiten?

Hello Alee001,

Simply send the e-mail communication between you and the casino to me - nikolas.b@casino.guru.

I sent them the email

Habe ihnen die E-Mail zugeschickt

Good evening,

is my case being investigated at all because somehow it is taking quite a long time

Guten Abend,

wird mein Fall überhaupt untersucht weil irgendwie zieht sich das ziemlich lange

Hello Alee001,

It is not possible to investigate anything as you did not forward the requested communication through e-mail. Please forward the communication between you and the casino to my e-mail within the next 7 days otherwise we will be forced to reject the complaint as it is the 3rd time requesting it.

Dear Alee001,

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.

But I have no communication between me and the casino because they blocked me everywhere

Ich habe aber keine Kommunikation zwischen mir und dem Casino weil die mich ja überall blockiert haben

Hello Alee001,

You stated in your first post that they have sent you an e-mail. It must mean you have an e-mail communication between you and the casino. I highly doubt that they have blocked all of your e-mail addresses and that is it not possible to contact them.

Oh, here is the email

Achso hier ist die Email

Hello Alee001,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okay

Hello Alee001 and thank you for all the information provided so far. As we need further clarification from the casino regarding this matter, your complaint will be now forwarded to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

OK and thank you

Ok und danke

Dear Alee001,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the SpinsBro Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear SpinsBro Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Alee001,

I wanted to inform you that I reached out to the casino representative outside of this thread and obtained concrete evidence that your entire balance was utilized. There are no signs of any winnings being withheld. After your real balance was depleted, you continued playing with bonus funds, which were subsequently lost as well. No further deductions or adjustments were made to your account.

Given these findings, I must reject this complaint as unjustified. The casino has acted appropriately, and this has been clearly demonstrated. As the account has been closed with no remaining balance, we are unable to investigate this issue further.

Thank you for your understanding. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center.

Best Regards,

Kubo