GreenSpin Casino - Player's account has been closed after deposit theft.

Deposit theft. Account blocking. Insults from a support service employee.

10/26/2024 registered in this casino greenspinbet. 

Made the first deposit for a welcome bonus of 21 usd using the litecoin method. Then uploaded documents to the verification section and asked the agent in the chat to check the documents and confirm the account. After 5 minutes of waiting, an agent named Tony writes me an extremely unacceptable, inappropriate, offensive statement, quote "Rushists are not allowed to play here. Have a bad day". After that, they immediately block my account and rob my deposit. I regard the agent's behavior as extremism and demand that employee Tony be reprimanded. Political views should not affect gambling activities.

Dear 1zvannii,

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

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

• Do I understand correctly there was no gaming activity yet on your player's account?
• Have you tried to contact the casino again and asked for a refund of your deposit? With what result?
• Have you tried to contact the casino via other means and point out the live agent's behavior? With what result?

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

Hello. I registered at the casino, made the first deposit of 20.87 usd to receive a welcome bonus. Immediately uploaded documents to the account and asked the chat agent to verify them. Wait 5 minutes for the agent, after which I received insults and blocked account. did not even have time to make a single spin of the slot. No gaming session. In the casino, I wrote a letter to the official email provided on the casino website. have not received a response yet.

Dear 1zvannii,

Have you received any response from the casino since your last message? Was your deposit later returned?

Please let me know.

No, I didn't receive any response.

Thank you very much, 1zvannii, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear 1zvannii,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the GreenSpin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear GreenSpin Casino,

I would appreciate your perspective on the following points regarding the situation at hand.

Firstly, I would like to highlight that your website is fully accessible from Russia, without the need for any IP or geo-blocking workarounds. Secondly, in the registration form, Russia is listed among other countries, and players from Russia can easily complete the registration process, including submitting their contact information.

Lastly, I must express my concern regarding the unprofessional behavior of a customer support agent. It is completely unacceptable for an agent to express political opinions when interacting with customers. Such behavior is not only inappropriate but also unprofessional.

I fully respect the fact that Russia is listed as a restricted country, and I understand your decision to not allow players from there to continue playing, including the closure of their accounts. However, in this case, it is essential that the deposit made by the player be refunded promptly and in full.

I trust this matter will receive your prompt attention, and I look forward to hearing your thoughts.

Thank you.

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.

Hello. A few days ago, the project manager contacted me and asked for a crypto wallet address. Today, my deposit amount was successfully returned to me. I express my deep gratitude for the assistance to all participants of kazinoazov. Thank you very much. With respect and best wishes.

Dear 1zvannii,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo