Hold'N'Spin Casino - Player experiences issues with points in casino's tournament.

Hello! My name is Stanko and I have a holdnspin account . That is, we were cheated by their tournament for the month of September, in which we had to collect as many points as possible by betting on slot games on their site.

After I was in first place and miraculously my points dropped from 300 to negative points of -33, I have pictures that I will send you as well as pictures from a telegram chat with the support, as well as a chat with their owner Dominik who turned out to be he is no longer responding to chat and we cannot contact him about the issue.

after I wrote to them about the points being negative they just appeared in my account from first place I went to third place and minutes to the end of the tournament I was in last place with 0 points and no prize.

I wrote to them but they don't answer anywhere. and now the same tournament is going on!and winners turn out to be accounts that didn't even have points at all before the tournament, they just appeared on the list 5 minutes before the end of the tournament like magic.

Hello stanko1996,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Hold'N'Spin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Was this the first tournament you participate in? Can you please forward the link to that tournament together with any evidence you have to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello! I have participated in their tournaments on other occasions and for the first time this problem that I am describing to you now occurred. The strange thing is that after this problem, they closed their chat on the site, stopped replying on telegram, stopped replying and on email I even corresponded with one participating user who also had this problem and they don't reply to him either... I am verified user with them , I have withdrawn money from their site but what they did was a scam , right now I will send you all the pictures from chat with them and more proofs.

Hello stanko1996,

Can you please forward any supporting evidence regarding this case to nikolas.b@casino.guru? - communication with the casino, tournament ladder or any relevant information regarding the tournament?

Hello, I have sent an email since November 4th, but I have not received a response from nikolas.b@casino.guru

Thank you stanko1996 for all the information provided. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello stanko1996,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Hold'N'Spin Casino to join the conversation and participate in the resolution of this complaint.

Dear Hold'N'Spin Casino,

Can you please provide some insight into the player's loss of points, and subsequently the tournament?

Kind regards,

Adam

I also add more information that the last tournament on their website is now running and there are 10 hours left until the end of the tournament and I came in 3rd place in this tournament with a prize of 1,500 euros. I also have photos from the tournament...Again I expect them to lie to me.

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 stanko1996,

I have not yet received any response from the casino. However, I would like to try and contact them one last time via Skype in the hope that we can find a resolution to your situation. In the meantime, can you please let me know if there have been any further developments?

Kind regards,

Adam

Hello! I have no answer from them

hello, please approve the complaint as resolved! the casino team contacted me and offered me 500 euros because of their system error, then I accepted. Better 500 euros than nothing. Thanks.

I am also adding their answer.

On behalf of Holdnspin we would like to inform you that there was a human error in the tournament on our side. Currently we are in the process of investigation of this case. We apologize for the situation that has arisen.

Unfortunately, we cannot confirm where you would have placed in the tournament if not the error. With regard to this we would like to offer you a compensation for this case in the amount of 500 euros.

Waiting for your response.

Hello stanko1996,

Thank you for the update, I am glad you have been able to reach an agreement with the casino.

We will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, stanko1996, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

Best regards,

Adam