Free Spinza Casino - Pelaajan voitot on takavarikoitu.

i am filing this complaint against free spinza (operated by l.c.s limited) regarding the confiscation of €772.11 in winnings.

after i requested a withdrawal, the casino cancelled it and removed my funds. they sent a generic email listing several "prohibited practices" (terms 11.1 - 12.10) but have refused to provide any specific evidence or explain which rule i have allegedly violated.

the casino has returned my original deposits of €500, which proves they accept the account as legitimate, but they are arbitrarily withholding my earned winnings. i have played fairly, used no vpn, and have no duplicate accounts. i have tried to resolve this with their support (peter/jonathan), but they only provide templated "final decision" responses. i am requesting the immediate payout of my remaining €772.11.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your winnings accumulated while a bonus was active, or without an active bonus?
• Can you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello!

First of all, I would like to thank you for taking the time to try to solve my problem.

* I've only played sports games.

*No, the winnings were only removed after I made the withdrawal. I had no bonus active at the time.

I first deposited 100 euros and got 200 euros in total. I then lost this money so I deposited new money again without a bonus. Then when I had 1272.11 euros I made a withdrawal of the entire amount. Then I got a long answer back from them saying I cheated, without any proof of what I did or anything. (I'm attaching the email so you can see) I have played normally and have not cheated in any way. The strange thing is that they saved 500 euros but took 772.11 euros which just disappeared from my account. I was then able to withdraw the 500 euros, which is strange that I got if I cheated as they say? I have been struggling and playing sports and was happy when I got a large amount to withdraw. I then have questions about proof and have been nice but they have just said that it is decided without saying what I have done.

I think it's so crazy that gaming companies can do this. I've tried to solve it with them but they haven't been keen on communication. I'm so happy that you want to help me.

Hejsan!

Vill först säga tack för ni tar er tiden och försöker lösa mitt problem.

* Jag har bara spelat sportspel.

*Nej vinsterna togs bara bort efter jag gjorde uttaget. Jag hade ingen bonus aktiv då.

Jag satt först in 100 euro och fick 200 euro totalt. Jag förlorade sen dessa pengar så jag satte in nya pengar igen utan bonus. Sedan när jag hade 1272,11 euro gjorde jag ett uttag på hela summan. Sedan fick jag ett lång svar tillbaks av de där de säger jag fuskat, utan några bevis vad jag gjort eller något. (Jag bifogar mailet så ni kan se) jag har spelat normalt och inte fuskat på något sätt. Det konstiga är att de spara 500 euro men tog 772,11 euro som bara försvann från mitt konto. Jag kunde Sedan ta ut de 500 euro, som är märkligt att jag fick om jag fuskat som de säger? Jag har kämpat och spelat sportspel och blivit glad då jag fått en stor summa att ta ut. Jag har sedan frågor om bevis och varit trevlig men de har bara sagt att det är bestämt utan att säga vad jag gjort.

Tycker det är så sjukt att spelbolag kan göra såhär. Jag har försökt lösa de med de men de har inte varit sugna på kommunikation. Jag är så glad för ni vill hjälpa mig.

Thank you for your reply, Andax. I’m sorry to say I don’t have good news. If your winnings were confiscated after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.