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On February 17th, I asked for my account to be closed but didn't get a response for 2 weeks. Then on February 28th I deposited money to play and won €500, so I requested a withdrawal of this money in the afternoon of February 28th, 2025, and in the evening I suddenly received an email saying that my account had been closed and my withdrawal had been cancelled. This is fraud. When my account was closed, there was €0.00 on my player account because I had already withdrawn my €500. Now they are refusing to pay back my money. I'm asking you to help me. This money is legally mine (I haven't received a response for 2 weeks regarding my account closure, but when you win and make a withdrawal, they close the account). If I don't get my money from them, I'll file a report with the police for fraud. I even have it in writing that my money will be paid out to me despite the account being closed (screenshot attached).

Am 17 Februar,habe ich gebeten mein Konto zu schließen habe aber 2 Wochen keine Antwort bekommen,dann habe ich am 28 Februar Geld eingezahlt zum spielen und auch gewonnen 500€ somit habe ich dieses Geld zur Auszahlung angewiesen nachmittags am 28 Februar 2025 und abends kriege ich plötzlich eine Email das mein Konto geschlossen wurde und meine Auszahlung storniert wurde das ist Betrug auf meinen Spielerkonto als mein Konto geschlossen war befand sich 0.00€ da ich meine 500€ schon zur Auszahlung getätigt habe jetzt weigern sie sich mein Geld zurück zu zahlen,ich bitte drum mir zu helfen dieses Geld steht mir rechtlich zu( 2 Wochen keine Antwort erhalten zwecks meiner Konto Schließung aber wenn man gewinnt und die Auszahlung getätigt hat schließen sie ein das Konto) werde ich von denen mein Geld nicht bekommen werde ich Anzeige wegen Betrug bei der Polizei erstellen. Ich habe es sogar schriftlich das mir trotz Kontoschließung mein Geld ausgezahlt wird ( Screenshot im Anhang dabei

Dear ysiebenhaar,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Slot machines, verification was not necessary according to spinsy, I played without a bonus, the koriuse is on February 17th I asked for my player account to be closed by email, I never received a reply on February 28th I deposited money and won €500 which I immediately paid out, in the evening I got an email that my account had been closed and my payout had been cancelled, that's not right, especially since I have a screenshot that I get the money despite the account being closed. Please help me

Spielautomaten,Verifizierung war laut spinsy nicht nötig,habe ohne Bonus gespielt,das koriuse ist am 17 Februar habe ich um Schließung meines Spieler Konto per Email gebeten,habe nie eine Antwort erhaltenam 28 Februar habe ich Geld eingezahlt und auch gewonnen 500€ die ich sofort zur Auszahlung getätigt habe,abends kriege ich eine Email das mein Konto geschlossen wurde und meine Auszahlung storniert wurde sowas geht nicht vor allem ich einen Screenshot habe das ich das Geld trotz Konto Schließung bekomme.bitte Helfen sie mir

And here exactly the same here you can see when I requested my winnings for payout in the morning

Und hier genau das selbe hier sieht man wann ich mein Gewinn zur Auszahlung angewiesen habe morgens

And here you can see when your account was closed

Und hier sieht man wann man Konto geschlossen wurde

And there is proof that I will receive my money despite account closure

Und es gibt einen Beweiss das ich trotz Konto Schließung mein Geld erhalten werde

When will I receive a response?

Wann erhalte ich eine Rückmeldung?

Thank you very much, ysiebenhaar, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 ysiebenhaar,

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. Please forward any communication you had with the casino team regarding this situation including your email in regards to closing your account at michal.k@casino.guru

We would like to invite Spinsy Casino to join the conversation.

Dear Spinsy Casino,

I would appreciate it if you could clarify the circumstances surrounding the closure of the player's account, particularly in relation to their withdrawal request. Could you explain the significant delay between the player's request to close the account and the eventual closure? Additionally, I would like to understand why the player's winnings were not released to them. If there are any information that cannot be shared publicly please forward them to me at michal.k@casino.guru

On the morning of February 28th my €500 was requested for withdrawal, on the evening of February 28th the account was closed, on March 1st the withdrawal was cancelled, this is not legal, I insist on my €500 withdrawal!!!!!!

Am 28. Februar morgens meine 500€ zur Auszahlung angewiesen,abends am 28 .Februar Konto geschlossen am 1 märz Auszahlung storniert sowas ist nicht rechtens ich bestehe auf meine 500€ Auszahlung!!!!!!

Screenshots of when I requested to close my account, screenshot of when spinsy responded and closed my account, screenshot of when I paid out my winnings, for that reason alone I am entitled to a win!!!!!!

Screenshots wann ich meine Kontoschließung beantragt habe,Screenshot wann spinsy geantwortet hat und mein Konto geschlossen hat,Screenshot wann ich meinen Gewinn zur Auszahlung getätigt habe,deshalb schon alleine steht mir .ein Gewinn zu!!!!!!

Hello Spinsy Casino, could you please comment on this?

Hallo spinsy Casino nehmen sie doch mal Stellung dazu?

Hello, I'm slowly expecting my money back, €500!

Guten Tag,ich erwarte so langsam mal mein Geld 500€ zurück!

I have contacted the support team so many times and have not received a response yet!

Ich habe mich auch so oft and den Support Gewand bis heute keine Antwort bekommen!

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 ysiebenhaar,

We sincerely apologies for your experience. We would like to inform you that we are checking your case with the relevant department. We will try our best to give you an update at the earliest as possible.

Thank you for being so patient with us! We really appreciate it.

Best regards,

Spinsy casino.

Hello Spinsy Casino, nothing needs to be checked by the responsible department. I made the withdrawal before my player account was closed. I am legally entitled to this money; I request that you pay me my €500. Otherwise, I will have to take legal action.

Hallo spinsy Casino,da muss nichts geprüft werden von der zuständigen Abteilung die Auszahlung habe ich getätigt wo mein Spieler Konto noch nicht geschlossen war.Dieses Geld steht mir rechtlich zu,ich bitte sie mir meinen Betrag von 500€ auszuzahlen.Ansonsten werde ich rechtliche Schritte einleiten müssen.

Hello spinsy Casino, I'm slowly expecting my €500. It's been 18 days now and I still haven't received my money.

Hallo spinsy Casino,Ich erwarte meine 500€ so langsam mittlerweile ist es 18 Tage her und ich habe mein Geld immer noch nicht erhalten.

Hello Spinsy Casino, when will I receive an answer? It doesn't take long to check. I ask you to transfer my €500 as soon as possible.

Hallo Spinsy Casino wann erhalte ich mal eine Antwort? So lange Brauch man nicht um dieses zu prüfen ich bitte euch schleunigst mein Betrag von 500€ zu überweisen.

Dear ysiebenhaar,

I completely understand your desire for a quick reply from the casino. However, there are times when that isn't feasible. The casino team is currently reviewing the situation with the appropriate department, and unfortunately, this process requires some time. I sincerely ask for your patience during this period. While you are welcome to request daily updates; however, please understand that this will not affect the speed of processing. I am confident that the casino team will inform us as soon as there is any progress.

Dear Spinsy Casino,

We are eagerly looking forward to receiving an clarification of the situation from you.

Hello spinsy, you always write the same texts; you simply copy them exactly as they are in the customer chat. If I don't receive a response soon, I will take legal action against the casino. I've been waiting 18 days for my money.

Hallo spinsy,ihr schreibt immer die selben Texte ihr kopiert diese einfach nur genauso wie im Kundenchat.Werde ich bald keine Antwort erhalten werde ich rechtliche Schritte einleiten gegen das Casino.Ich warte jetzt schon 18 Tage auf mein Geld.

Hello, I received an email from Casino Spinsy that they will pay me back my 500€ yesterday on March 19th, 2025 but until today I have not received my money I am waiting for it

Hallo,ich habe eine Email von Casino spinsy erhalten das sie mir meine 500€ zurück zahlen werden,gestern am 19.03.2025 aber bis heute habe ich mein Geld nicht erhalten ich warte darauf

Thank you very much that I finally received my money after 22 days, so the case is solved.

Vielen lieben Dank das ich nach 22 Tagen endlich mein Geld erhalten habe somit ist der Fall gelöst.

Dear ysiebenhaar,

Thank you for the confirmation. I'm glad that our involvement played a role in resolving the situation and that you have received the funds. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru