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Case Summary – Complaint Regarding Unfair Treatment by [Casino Name]

I am filing this complaint regarding my recent experience with [Rocky Spin], where I have been subjected to unjust treatment and the unlawful withholding of my funds. Below is a detailed summary of what has occurred:

I opened an account at [Rocky Spin], completed the required registration process, and submitted all necessary verification documents. After making several deposits and playing in accordance with the casino’s terms and conditions, I managed to win a certain amount.

As part of the standard KYC (Know Your Customer) verification, I was asked to submit identification documents and photos. I fully complied with their request and provided valid documents. However, after reviewing my photos, the casino falsely accused me of providing "fraudulent documentation" or "fraudulent behavior" based solely on the quality of the photos, without any concrete evidence.

I immediately informed the casino that I am the legitimate owner of the account, and the documents provided are genuine. I also explained that the photos may have been of poor quality simply due to lighting conditions, but that this should not be a reason for serious accusations such as fraud. Despite my explanations, the casino closed my account permanently and confiscated my winnings without offering any chance for further verification or a fair investigation.

I have requested clarification and a thorough review of my case, but the casino has responded with generic statements claiming the decision is "final," without providing any factual justification or proof of wrongdoing on my part.

I consider this behavior to be completely unfair, arbitrary, and abusive towards a legitimate player who complied with all requirements. Moreover, the casino has refused to provide information about its operating license and the authority under which it operates, raising serious concerns about its legitimacy.

At this point, my legal representative is pursuing legal action against the casino for the unlawful closure of my account and the unjust seizure of my funds. Additionally, I will be sharing this experience publicly to raise awareness about such unethical practices.

I am kindly requesting a thorough investigation into this matter and appropriate action against [Rocky Spin] to prevent similar behavior towards other players.

Thank you for your attention.

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.

Could you please forward me the documents you sent to the casino for verification? My email address is veronika.f@casino.guru.

What types of document did you send?

Did you provide all the documents on time and in the correct format?

Have any of your documents been approved by the casino's relevant department?

What types of games did you play?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I selected my driving license under the "Document Upload" option. When the application opened to take photos of my face and guided me through the process (turning my head left, right, up, and down), the verification process suddenly stopped and displayed a message saying it was rejected.

I immediately contacted live chat support, and they told me they would review it. The next day, I received a notification asking me to upload my debit/credit card, hiding certain digits as always required, and also to provide proof of deposit from my bank account, which I used to deposit money via bank transfer.

After I submitted these documents, they were accepted. However, shortly afterward, my account was closed with the reason stated as "fraudulent activity."

I only played slots and placed two football bets. My deposits were €100, then €200, then €50, and another €100. After properly completing all the bonus requirements, I won €3,000. I continued playing and kept €1,000 in my balance to withdraw. But the next day, my account was closed.

All the emails I have received mention "fraudulent activity," yet I have asked for clarification on how they reached this conclusion. I even sent them photos of myself to verify my identity, but they simply replied that their decision is final and to stop contacting them.

This situation has caused me significant psychological distress because in all my years of gambling, I have never been treated like this by any casino. I have always been a responsible player and fully cooperative during every verification process.

Please forward me all the communication between you and the casino regarding the verification of your account and the accusation of fraud at veronika.f@casino.guru. Thank you for your patience and cooperation.

I have sent you as many files and proofs as possible.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 Npjnsea,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from RockySpin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear RockySpin Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

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 Npjnsea,

I have repeatedly tried to contact RockySpin Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo

Dear Npjnsea,

We have reopened this complaint following the receipt of a message from the casino providing details regarding your case.

Unfortunately, the findings indicate that the documents you submitted during your KYC procedure were suspected to be fraudulent. While we do not have full details about the KYC process, we would have pursued the matter further if necessary.

However, it was also found that you knowingly violated the maximum bet rule while playing with the bonus on multiple occasions, which resulted in the voiding of your bonus winnings. In such circumstances, our hands are tied, and we must reject your complaint as unjustified.

We appreciate your understanding and regret that we could not provide a more favorable resolution. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo