RealSpin Casino - Pelaajan voitot on takavarikoitu.

I made a deposit and got a 100% bonus. I wagered the bonus and it was converted to real money.

After that I played with real money and won 3600 euros. I put it in for withdrawal. The Kyc team asked for documents. I put them in and it was approved. Then the time came when the money should have been transferred to my account and I got a message that the withdrawal was rejected and voided. The casino took all my money and claimed that I had broken the rules and manipulated the bonus. I have not broken any rules and I have read everything carefully. I do not get a detailed answer what I have done, when, in which game and how. They do not provide me with any evidence.

Tein talletuksen ja sain 100 prosentin bonuksen. Kierrätin bonuksen ja se muutettiin oikeaksi rahaksi.

Sen jälkeen pelasin oikealla rahalla ja voitin 3600 euroa. Laitoin kotiutukseen. Kyc tiimi pyyti dokumentit. Laitoin ne ja hyväksyttiin. Sitten tuli aika jolloin rahat olisivat pitänyt siirtää tililleni jolloin tuli viesti että kotiutus hylätty ja mitätöity. Kasino vei koko rahani ja väitti että olen rikkonut sääntöjä ja manipuloinut bonusta. En ole rikkinut mitään sääntöjä ja olen lukenut kaikki tarkasti. En saa tarkennettua vastausta mitä olen tehnyt,milloin,missä pelissä ja miten. Eivät toimita todisteita minulle.

Dear Tiiavuan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To help you effectively, could you please provide us with more information by answering the following questions?

• What specific rules did the casino claim you violated? Please forward me the email you received from the casino after your withdrawal was voided at veronika.f@casino.guru, or post screenshots of your communication with the casino here.
• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play?
• Have you made any successful withdrawals from this casino before?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

And I got a message that the documents were approved, etc. The bonus money had already been converted to real money earlier. All of these were reported. However, when it was time to withdraw the money, the casino rejected the withdrawal. I get that kind of response in my email all the time. I asked for evidence of which rule I had broken and a screenshot of it. As well as log information from many people, when and in which game. However, I can't get this information from there. Then they replied that a refund could be negotiated..

Ja sain viestin että dokumentit hyväksyttiin jne. Bonusraha oltiin muutettu oikeaksi rahaksi jo aiemmin. Näistä tuli kaikista ilmoitus. Kuitenkin kun oli aika kotiuttaa rahat niin kasino hylkäsi kotiutuksen. Saan tollaisen vastauksen sähköpostiini koko ajan. Pyysin todisteita mitä sääntökohtaa olen rikkonut ja kuvakaappaus siitä. Sekä lokitiedit monelta, milloin ja missä pelissä. Näitä tietoja en kuitenkaan saa sieltä. Sitten sieltä vastattiin että voidaan neuvotella hyvittksestä..

I haven't played here before. I played Gates of Olympus and Moon Princess.

En ole ennen pelannut täällä. Pelasin gates of olympys sekä moon princess peliä.

Thank you for your reply. Could you please forward me the entire email you received from the casino after your winnings were confiscated? My email address is veronika.f@casino.guru.

Dear Tiiavuan,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.