The player from Finland had deposited 20€ and received a 200% bonus, subsequently winning 2,000€. However, he faced difficulties when he tried to withdraw his winnings and also couldn't use the remaining balance in his account. Despite our attempts to clarify the situation and an extension of the response period by 7 days, the player did not respond, which led us to reject the case. Upon the player's request, we reopened the case. The player indicated that his winnings had been returned to his casino account, but he was still unable to withdraw them. However, due to a continued lack of response from the player, we had to reject the case again. Eventually, the player confirmed that the issue had been resolved, and he successfully received his winnings after submitting the required documents.
Hold'N'Spin Casino - Player experiencing difficulties with withdrawal and playing.
Amount: €2,000
Hold'N'Spin Casino
Safety Index:Below averageCase closed
RESOLVED
Case summary
I deposit 20€ and had a bonus 200%, i played and win 2000€ but now when i withdraw my winnings a week ago there left some money in my account and when i trying to play there it cant be possible and i dont have my winnings. There are lot of people in their chat with that same problems
Dear Wankstrom1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Regrettably, we've encountered numerous comparable complaints over the past few days. We remain optimistic that the casino will promptly attend to this matter, though, at present, the casino stays closed in our system.
However, please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
Thank you in advance for your reply.
Best regards,
Petronela
Dear Wankstrom1,
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.
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
Player's additional comments:
I had a broken phone and this isn't a miraculous trick either, but now that Holdnspin Casino has returned the 2000€ back to the game account, so you can't play with it. I have a screenshot of it. For about three weeks, my passport photo was there to verify that I am who I am, but it didn't go anywhere. Only if you talk to other people who have been bullied in the chat and use some rude words, then someone reacts in the chat, it may be a certain bot.
Thank you, Wankstrom1, for getting back to us. Do I understand correctly that your entire winnings of €2,000 were put back inside your casino account and you can't withdraw your winnings?
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so.
We've reopened this complaint as per the player's request.
Email from the player:
Hi Casino-Guru! I just wanted to say that everything ended well in the case of Holdn'spin Casino, it took some time and then by accident I saw that there was an E-mail here that looked like a hello Jessica, you remember message and I clicked on it, it read that Dear mr. or mrs. Marko etc. and that they have €2000 of my money, asked to send the normal papers and the money came into the account. I thought that the Casino crap belonged to a bigger chain and no one would have played at those casinos. But it really ends well, etc.
Dear Wankstrom1,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 (link here). 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,
Petronela
Casino.Guru
