The player from Germany has been banned from the casino due to gambling addiction, which restricts access to his account and prevents withdrawal of around 1100 euros. Despite previous successful withdrawals and assurances of receiving the remaining funds, the player is now being ignored in communications.
SpinsBro Casino - Player is requesting the payout of his balance.
Amount: €1,100
SpinsBro Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 19h 25m 8s
Case summary
4 hours ago
Public
Public
yesterday
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:
Public
Public
11 hours 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.
Public
Public
8 hours 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!
Casino Guru is examining the case
