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Partyspins closed my account with approximately 1200€ on account balance.

I have made deposit on 24.12.2025 - 1597.80€. i have been playing for couple of days in casino slots. Than decided to request withdrawal, since than problems started. They have asked me to send plenty of documents. I have sent all they asked for. On 26.12.2025 they have closed my account and confiscated all funds. They still returned nothing.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents did you send to the casino for verification? Please specify which documents were approved and which were declined during KYC.
• Was your account closed due to failed verification?
• Did you accumulate your winnings with or without a bonus?

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

Best regards

Veronika

1. I have completed live verification two times, sent bank statement, sent certificate of virtual card, all documents were approved

2. I think no, they havent told me that verification was failed.they have told that i have breached terms and conditions, but havent stated which one exactly

3.i havent got any winnings, i lost funds. Havent used any bonuses

• Could you please specify if you wagered your deposit of 1597.80€ at least once before you attempted to submit a withdrawal request?
• Which slots did you play?

Yes of course i wagered deposit.

I have played pragmatic play, hacksaw and endorphina slots

Dear Epners

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you Epners for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PartySpins Casino for their help in resolving this complaint. We would like to know why the player's account was closed and winnings confiscated.

Thank you!

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.

Dear Epners,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website; however, the casino doesn't display its validator on the site as is the regulatory requirement, most likely in an attempt to prevent players from escalating their complaints further. I am sorry I could not be of more help on this occasion.

Best regards,

Peter