Sombrero Spins Casino - Pelaajan kotiutus on takavarikoitu.

On July 28th, 2025, sombrerospins.io has cancelled a withdrawal request of 500 Euros from my user account and removed a sum total of 2,165.21 Euros from the account due to a supposed breach of T&C, specifically clause 12.10, which generally deals with the use of VPN, bonus abuse, forgery of documents and general fraud. However, I'm not aware how I could have breached this clause, as all conditions for using a bonus were - to my best understanding - met, no VPN was used, no documents were forged and I am not aware of any other possible breaches of the Terms & Conditions. When I asked the live support which specific rule was breached so I could potentially provide evidence of the opposite, the live support refused to cooperate with me, simply citing the exact same clause again, stating that my deposits would be refunded, but no further withdrawal be processed and the decision would not be overturned.

I have since received a refund of 193 Euros in deposits from sombrerospins.io, but to this day no further explanation as to why the additional 2,165.21 Euros were removed from the account.

On August 4th, I contacted the Kahnawake Gaming Commission to look into the matter, as Sombrero Spins generally holds a license with them. However, today, the Commission informed me that Sombrero Spins is operating under multiple licenses and the specific casino I registered with is operated by Green Champions Leader S.R.L., who are only registered in Costa Rica and do not fall under the jurisdiction of Kahnawake. Seeing as Costa Rica, to my best knowledge, does not offer any regulatory body and Sombrero Spins could, depending on the exact operator one registered with, thus be considered an unregulated casino, I now turn to you as a third-party mediator, as I see no other option.

All of this is especially confusing to me since the account to this day remains open, fully functional - meaning the casino seems to accept new deposits and bets from me - fully verified by sombrerospins.io and I continue to receive new bonus offers from the casino.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sombrero Spins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you have you been a player of the casino?
• Could you please list which documents you provided to the casino during the verification process of your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the issue if available? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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Stay safe.

Could you please advise how long you have you been a player of the casino?

• I've been with Sombrero Spins since approximately November of 2024 and had multiple deposits during this time. This was the first attempt at a withdrawal.

Could you please list which documents you provided to the casino during the verification process of your account?

• The standard. National ID as proof of ID, a bank statement as proof of deposit and a Selfie with the ID as additional proof of ID. The proof of address - a letter by my home insurance provider - was declined, but the account was marked as "fully verified" regardless and remains so to this day.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

• I started on slots to complete the deposit bonus and once it was completed, I switched over to sports betting.

Could you please share with me your communication with the casino regarding the issue if available? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

• There are none available. I originally contacted Sombrero Spins through the live chat, where I received the unsatisfactory response. Afterwards, I tried to email the casino, but my attempts were returned as undelivered due to a spam filter. Thus, only the conversation with the live support exists, of which there is no transcript. But as described, they basically just repeated their Email, of which you should already have received a screenshot.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Sombrero Spins Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

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.

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.

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 recommend you contact the Kahnawake Gaming Authority (https://gamingcommission.ca/interactive-gaming/complaints/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel Kaczynski