The player from Germany had been banned from the casino due to gambling addiction, which restricted access to his account and prevented the withdrawal of around 1100 euros. Despite having previously made successful withdrawals and receiving assurances about the remaining funds, the player was ignored in communications. The issue was ultimately resolved as the player received the outstanding amount after clarifying his account status and communicating with the casino. The Complaints Team marked the complaint as resolved and expressed appreciation for the player's cooperation.
SpinsBro Casino - Player is requesting the payout of his balance.
Amount: €1,100
SpinsBro Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
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3 months ago
Translation
Hello,
I have been banned due to gambling addiction. All my withdrawals that I previously requested were processed (3 x 400 Euro). However, I still have about 1100 Euro in my account that I can no longer withdraw since I do not have access to my account anymore. Initially, I was assured that I would still receive this money, but now I'm being ignored on every email and just kicked out of the live chat. Unfortunately, I have no other option but to write to you because 1100 Euro is a significant amount of money.
Automatic translation:
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3 months ago
Dear FlynnKhn,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify if you contacted the casino's financial department at kyc@spinsbro.com, as suggested by a customer support representative in one of your conversations?
When was the last time the casino communicated with you?
When was the last time you received a payout from this casino?
Am I correct in understanding that you are permanently self-excluded in this casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 months ago
Dear FynnKhn and casino guru administration,
This player was blocked at his own request due to "Addiction", but with a game balance on the account to avoid unnecessary losses and problems with games for the player
At the moment, all his money has been paid to him and should arrive on the player's account in the near future
With respect , Spinsbro casino!
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3 months ago
Translation
Hello,
I received the payout amounts of 3 x 400 euros that were requested before the exclusion, that is correct, however, as mentioned above, there was still 1100 euros in credit on my profile that I did not have the option to release for payout.
I never blocked myself on this casino site, but on another casino site that apparently has a partnership with this casino, which is why the casino blocked me too.
The last payout was on December 16th, which was 3 of the 400 euros. I'm happy to provide a screenshot to prove this.
In an email I accidentally wrote 100 instead of 1000 euros.
Screenshots to follow.
Furthermore, I have not only written to KYC but also to support several times as well as in the live chat, where I am ignored or thrown out.
Could you send me an email address where I can show you the email history as well as the bank incoming payments?
thank you very much for your help!
mfg
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3 months ago
Translation
I have now received the money, thank you very much!
the case is closed
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3 months ago
Dear FynnKhn,
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 https://www.trustpilot.com/evaluate/casino.guru. 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,
Veronika Fritz
Casino.Guru
