LionSpin Casino - Player's account was blocked.

I registred at this casino at 10 december 2023. I made depost with welcome bonus, loosed. Then casino offered me Vip bonus, i made this deposit. loosed.

Then i made deposit without bonus and won more than 10000 euro.

casino withdrawed only 4000. Then they said that i need to wait (limits).

They casino approved withdraws only at 12 and 14 January.

Other withdraw still pending, but casino blocked my account.

No any reason of block and casino do not answer on email

Dear aleks86,

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. Do I understand correctly that this was your first withdrawal attempt? Could you please advise if you passed the KYC verification before the casino blocked your account?

Have you tried contacting the casino regarding this issue?

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,

Kristina

kyc passed successfully.

casino already withdrawed few barrels with 2000 euro. but not completed all withdraws.

casino only say that i need to wait (something)

Thank you very much for your reply, aleks86. Could you please advise when exactly you received the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method when requesting all withdrawals? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

i can not login into account to see what is withdrawed what not, i can load only previous.

Now account closed and casino do not answer something about details

Thank you very much, aleks86, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you aleks86 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LionSpin Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their winnings.

Thank you!

Dear Aleksandrs and CasinoGuru,

We'd like to inform you that we've detected a suspicious pattern in the gaming activity of the account. We are currently conducting a thorough investigation with the gaming provider.

Rest assured, as soon as we receive any information, we will promptly provide you with an update.

Thank you for your patience and understanding!

Best regards,

LionSpin Team

wasting time at complaint, like blocking account and try to find reason to steal money.

How this casino has "High"Safety level

Dear Aleksandrs,

Please be aware that the investigation into your gaming activity is still in progress, and we are awaiting updates from the providers.

Our team understands how frustrating waiting can be, however, kindly note that we do not intend to delay payments in any way and we are doing our best to speed up the whole process.

As soon as we receive the information from the providers, we will contact you immediately.

Thank you for your patience!

Best regards,

LionSpin Team

Dear aleks86 and CasinoGuru,

Kindly be informed that the suspicious pattern observed in gaming activity remains under investigation. Please rest assured that we will promptly update you as soon as any information becomes available.

Your patience is greatly appreciated!

Best regards,

LionSpin Team

Dear all,

The suspicious pattern observed in gaming activity is still being investigated. Please note that our team will promptly notify you as soon as any new information becomes available.

Your understanding and patience are greatly appreciated!

Best regards,

LionSpin Team

Dear all,

Let us inform you that the gaming activity investigation is still ongoing, and we are waiting for the providers' updates.

Upon receiving information from the providers, we will contact you as soon as possible.

Thank you for your patience!

Best regards,

LionSpin Team

Dear aleks86, we were informed by the casino that you still have not provided the documents for KYC after 37 days. We accept if casinos deny players' KYC after more than 30 days without receiving the requested documents, or block their accounts. There's also additional information that leads us to believe the steps the casino has taken are justified. Due to these reasons, your complaint will be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter