SpinCity Casino - Player’s account has been closed and winnings confiscated.

ive been playing on sin.city casino abount a month, i have already made withdrawals and verified my account, but now they have closed my account saying this "Your account was blocked because of "9.5. If, in our sole determination, we have reasonable suspicion or evidence that an account, or group of accounts, are being operated systematically (for example, employing specific wagering techniques or wagering as a group)." i have done so such thing and have abided by all their rules, they have closed my account and stolen over 14000 cad from me

Dear Bobara99,

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

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

• Could you please share a link to the website in question?
• Could you please advise when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share your communication with the casino containing the allegations against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

yes the website is spin.city

they closed my account on the 27th of september 2024

i played slots and used a bonus that they offered me to achieve the balance

they did not send me and emails or reply to me , they just closed my account and a message appears when i try and log in which i will email to you directly

Thank you very much, Bobara99, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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 Bobara99, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite SpinCity Casino representative to join this conversation. 

Dear SpinCity Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Katarina,

We are thankful to you for helping us in solving this case and we are ready to cooperate on it. 

We have sent you an email with more detailed information about the reason for blocking account, please check it. 

If you have any questions about this case, we are happy to help you. 

Dear SpinCity Casino, 

thank you for your email. I am currently looking into it.

Dear SpinCity Casino, 

I have replied to your email.

Looking forward to your answer.

Dear Bobara99, 

I would like to assure you, we are actively working on this complaint and I will be sharing all the relevant information as soon as possible with you.

Dear Katarina,

We have reviewed your reply and after analysing it we have sent you a new email with a possible solution. Please check it. 

Thank you for your help in this case and if you have any questions, we are always happy to assist.

Dear SpinCity Casino, 

thank you for your email.

Dear Bobara99, 

I am pleased to inform you that the casino has consented to lift your block, and you are now authorized to withdraw your funds. Once your funds are fully released, the casino has opted to terminate its cooperation with you. However, you are encouraged to seek out a new casino that aligns with your preferences. You may access the comprehensive list of casinos in your vicinity by visiting our website.

We kindly request that you keep us updated regarding the receipt of your funds.

the casino has not unblocked my account, i still can not enter, it says blocked

Dear Katarina,

the user's account has been successfully changed to suspended status. The user can create withdrawal requests and they will be considered within the regular timeframe. 

Dear Bobara99,

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.

Dear Bobara99, 

were you able to request a new withdrawal, please?

case has been settled

Dear Bobara99,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina

Casino.Guru