Spin Galaxy Casino - Pelaajan voitot on takavarikoitu.

Hi,

after playing there for months and almost losing every day i finally won at the slots machine,

I waited to receive my winnings and suddenly my account was closed and the winnings were confiscated by the casino. they sent me only 4000 euro from the total amount they owe me,they send me email that i broke rule 10.17 of the terms and condition but never really elaborate about the real reason why my winnings was confiscated, i was really upset about that and frustrating regarding the situation the casino put me in,i read really good reviews about spin galaxy casino and now i am lost.

Can you please help me receive my winnings back? 

Regards

Jose

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• Did you accumulate your winnings with or without a bonus?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• 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

Hi,

my winnings was with bonus but i did not broke any rule.

my account was already verified.

i didn't make withdrawals before i won there.

Regards

Jose

• Can you please specify what bonus you activated and played with? Ideally, send me a link or a screenshot. Was it a deposit bonus or a no-deposit bonus?
• Could you kindly clarify why the casino refunded 4000€ to you? Is this the amount of your last deposit?

Also, before we proceed with the investigation of your complaint, kindly forward me all communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. Thank you for your cooperation.

Hi,

it was Daily bonus match with deposit bonus.

the casino did not clarify why, my deposits was over 4000 euro.

Regards

Jose

Hello bigidearm,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience and for the additional information. I have not received any emails from you yet. If you have any communications, screenshots, chat transcripts, emails or any other evidence that could be relevant to the investigation of your case, kindly forward them to me at veronika.f@casino.guru.

Hi,

i have sent you email please check.

Regards

Jose

Dear bigidearm

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, Michal (michal.k@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 bigidearm,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to Spin Galaxy Casino to participate in this discussion.

Dear Spin Galaxy Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me via email at michal.k@casino.guru for an independent review.

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 bigidearm,

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 their 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, as mentioned in the casino's terms and conditions, section 10.14 COMPLAINTS AND DISPUTES, I recommend you contact the eCOGRA – an alternative dispute resolution service (Contact eCOGRA | International Test Lab For Online Gambling Products) and submit a complaint to them either via email or via the online dispute form. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Kahnawake Gaming Commission (KGC) itself (Licensing Authority – Kahnawake Gaming Commission | Casino Guru). Please let me know how they responded at michal.k@casino.guru if you decide to try this option.

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

Best regards,

Michal

Casino Guru