HomeComplaintsSpin Million Casino - Player’s winnings have been cancelled.

Spin Million Casino - Player’s winnings have been cancelled.

Amount: €3,000

Spin Million Casino
Safety Index:Low
Submitted: 01 Sep 2020 | Case closed : 20 Sep 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Italy had her winnings voided as if they’ve been generated from a bonus play. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago
Translation

Hello, I rely on Giovanni's problem, described above. Won no bonus, required a lot of documents, where I spent money, then told me the money was confiscated as it was won with bonuses. But that's not the case ... Don't play. they are scammers.

Automatic translation:
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4 years ago

Dear Luana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you advise if you have accumulated your winnings with a bonus play or without accepting any promotional offer? The best way to verify this, would be forwarding your game or bonus history to petronela.k@casino.guru along with any relevant communication between you and the casino.

Furthermore, please could you confirm that you have completed KYC verification successfully in the past? I hope we will be able to help you as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

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4 years ago
Translation

Hello, every time they asked me for a different document. From the identity card, to the bill in my name, to the copy of the card with which I deposited, to the passport ... etc ... requested several times and loaded as many times ... requests to which the answers arrived after time. .. so I don't know if they were sorry but I think so because after having the documents and not requesting a bonus on my win, they rejected it and completely reset it. I have the handling of my account and photos of the messages in chat with the operators. And email requests.

Edited
Automatic translation:
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4 years ago

I’m sorry, Luana, but I still don’t understand if you have activated any bonus or not. The best way to verify this, would be forwarding your game or bonus history to petronela.k@casino.guru along with any relevant communication between you and the casino.

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4 years ago

Dear Luana,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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4 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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