Sombrero Spins Casino - Pelaajan voitot on takavarikoitu.

​I am a UK resident and I am refiling this complaint regarding a confiscated win of £11,000.04 (of which £500 was paid out and £10,500.04 was seized).

​My account was fully verified in December 2024, and the casino even processed and paid out my first withdrawal of £500. However, when I tried to withdraw the remaining balance, they blocked my account citing rule 12.10 (VPN/IP issues). I strongly deny using a VPN; I was using my workplace Wi-Fi in the UK.

​Most importantly:

​The casino previously accepted my UK documents and processed a payout, proving they accepted my identity and location.

​I have official confirmation from Gaming Curacao that Sombrero Spins' license (365/JAZ) expired on August 18, 2024. Therefore, the casino was operating illegally when I played.

​I have exhausted their internal complaints procedure (emails attached), where they refused to provide any evidence of the alleged breach.

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Dear 1kasiula13,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Do you currently still have access to your account?

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

Best regards,

Attila

Dear Attila,

Thank you for taking my case. Here are the answers to your questions:

Household/IP: No one else in my household has an account.I leave only with my 13 years old son.I played from my home and sometimes from my workplace Wi-Fi (UK).

KYC Verification: Yes, I passed full KYC verification. The casino accepted my documents and even paid out my first withdrawal of £500 on December 16th.

Bonus: I played with my own deposited funds.

Account Access: No, the casino blocked my access and deleted my account on December 18th, right after I tried to withdraw the remaining funds.

Crucial Updates:

Correct Amount: There is a typo in my form. The disputed amount is £11,000.04 (Total win was £11,500.04, minus £500 already paid).

Illegal Operation: I have received official confirmation from Gaming Curacao that Sombrero Spins' license expired on August 18, 2024. They were operating illegally when I won.

I previously tried to contact Kahnawake Gaming Commission, but they refused to help without explaining the reason, which is why I am seeking mediation through Casino Guru. 

I am attaching the proof of the expired license and the final email from Kahnawake Gaming Comision and e-mail from Sombrero Casio about caneletion my withdraw..Thank you for your help!" 

Thank you for your response.

Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. 

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs. 

Could you please confirm when did you lose access to your account?

Thank you in advance for your reply.

Best regards,

Attila

Dear 1kasiula13,

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.

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of £11,000.04 has been removed from your balance due to the breach of the following Terms & Conditions:

 This e-mail i received on they 18th of December this day my account was closed

Thank you

Thank you for your response. Could you please forward the message from the casino directly to my email? You can reach me at attila.g@casino.guru.

Thank you in advance for your reply.

Hi..

Sent.. Thank you

Thank you for your response.

We’re sorry, but we are unable to further assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period. 

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila