Goldspin Casino - Player’s account is closed and winnings are confiscated.

I am contacting you regarding an unresolved issue with my account. I registered on the platform (Goldspin) on 10/15/2024 and chose to receive the casino welcome bonus. After making my first deposit, I started playing Crazy Time and successfully completed the bonus wagering requirements at 100%, achieving a balance of (6,000€).

After completing the bonus and ensuring with customer support that any winnings belonged to me, I was informed that I could withdraw my potential winnings after the full percentage of the bonus was met. This was indeed the case, and my balance was (6,000€) in real funds obtained through the welcome bonus, fully completed.

However, when I verified my account and requested the withdrawal of funds to my credit card, the amount of €6,000 was deducted from my account on the grounds of an alleged non-compliance with the bonus terms.

"This is the first and last email I received from the casino to date."

(You can find the full email in the archive, image.)

GOLDSPIN MAIL 10/18/2024

*As stated in our terms and conditions (section 23.6), you have the right to cancel any bonuses before proceeding to their wagering, without losing your own funds. However, if you choose to cancel a bonus after playing with bonus funds but before fulfilling the wagering requirements, any winnings accumulated during the bonus period will be deducted, as outlined in the same section.*

*Additionally, section 23.17 of our terms and conditions explains that if you choose to request a withdrawal of your deposit before meeting the bonus wagering requirements, the bonus amount and associated winnings will be voided. The remaining funds, if any, will be paid out to you. In your case, 5960€ were voided, and the last two deposits were returned.*

I want to clarify that no bonus was canceled, and I did not request any withdrawal before completing the bonus.

I tried to contact customer support, but soon after, my account was blocked without a valid reason or even a warning email, despite my having requested more information on the matter. I have sent at least 20 emails to customer support asking for further explanations, but the casino has never provided a concrete response, and as of today, Thursday, November 7th, I have not received any response from the casino.

I must emphasize that I have complied with all the terms and conditions of the site (Goldspin). If non-compliance had indeed occurred, the funds should not have been transferred to the real balance nor made available for withdrawal.

Unfortunately, the casino has become unreachable for me via email and chat.

Thank you very much for your attention and patience. I look forward to your prompt response.

Best regards, 

Evidence screenshot : [removed by casino.guru admin]

Let me know if there’s anything else I can help with!

Dear Tixbendato,

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

The link you submitted doesn't work, and therefore I removed it.

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

• Could you please explain how you determined the wagering of the bonus was complete?
• Which games did you play to clear the bonus wagering requirement to your knowledge?
• Could you please submit evidence in another way? You can share screenshots as files in the complaint thread or forward them to my email.
• Could you please forward the email you received from the casino you refer to also to my email at tomas@casino.guru

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.