Treasure Spins Casino - Pelaajan varat on takavarikoitu.

Dear Support,

I am filing a complaint regarding this casino.

Previously, my withdrawal was processed only after I submitted a complaint through AskGamblers, which clearly shows that the casino responds only under public pressure.

Now, I am facing the same issue again. My withdrawal has been cancelled of 1000$ NZ, and NZ$889.26 has been removed from my account with vague accusations such as VPN usage, bonus abuse, and fraud, without any clear evidence.

I have complied with all verification requirements and have not violated any terms intentionally.

This behaviour is unfair and indicates a pattern of delaying or avoiding legitimate payments unless a complaint is raised.

I request:

1. Immediate restoration of my confiscated balance

2. Processing of my withdrawal

3. Clear proof of any alleged violations

Please find the Screenshots of All the evidence of winnings, withdrawal details, chats on customer support, verification of my account & their email. 

If this is not resolved, I will escalate this further on multiple platforms.

Thank you.

Kind regards,

[Redacted]

Important notice:

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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 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.?
• Could you please confirm whether you currently still have access to your account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hi Attila,

I am attaching the screenshots of the winnings and the balance displaying while on the game. Once i first placed the withdrawal they asked me for additional document showing my myself holding the identity card provided while verification.

After submitting that valid proof they came up with this false allegation against me.

I have also attached the screenshot which they have submitted on Askgamblers after raising the complaint and making the payment after delay.

Any more information required shall be provided.

Thank you for your reply. Could you please forward the documents and photos you provided to the casino for verification?. You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Dear Bhavanth,

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.

Hi Attila,

Please check your email i had already emailed you all the information requested.

Thanks & Regards

[Redacted]

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Dear Bhavanth,

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.

As part of our standard procedure, I would normally invite a representative from Treasure Spins Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

Additionally, Treasure Spins Casino currently holds a low safety rating and has, as my colleague Attila mentioned, a poor track record in addressing player complaints. While this means the likelihood of a favorable response may be limited, I have reached out to their official support team through available channels to request assistance with your issue. I am awaiting their reply and will keep you informed of any updates.

Thank you for your understanding and patience throughout this process.

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 Bhavanth,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo