The player from Germany was blocked after making a deposit. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
The player from Germany was blocked after making a deposit. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
The player from Germany was blocked after making a deposit. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
I registered at the casino and immediately made a deposit. This was also credited to the account. Then I logged out and tried to log in again. But that was no longer possible and the message is then in the attachment below...black list? Hmmm...I immediately wrote to support and they told me that it was a very rare error and that they would take care of it immediately and then get in touch. But no explanation came. I feel slightly fooled by the casino.
Do you have any advice?
Ich habe mich in dem Casino registriert und auch gleich eine Einzahlung getätigt. Diese wurde auch dem Konto gut geschrieben. Dann habe ich mich abgemeldet und wollte mich neu einloggen. Doch das war nicht mehr möglich und die Meldung ist dann die unten im Anhang...schwarze Liste? Hmmm...ich habe dann gleich den Support angeschrieben und dort wurde mir gesagt , dass es ein sehr seltener Fehler ist und man sich sofort kümmert und sich dann meldet. Aber es kam keine Erklärung. Ich fühle mich leicht verarscht von dem Casino.
Wisst ihr Rat?
Dear launeland85,
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 you didn't manage to make any bets with your deposits?
Furthermore, there were no pictures attached to your complaint. Could you please post it 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,
Kristina
Dear launeland85,
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 you didn't manage to make any bets with your deposits?
Furthermore, there were no pictures attached to your complaint. Could you please post it 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,
Kristina
First of all, thank you for the quick processing of my case. To the question. Whether I played with the deposit... No, I didn't get to that anymore.
And here pictures:
Vielen Dank erstmal für die schnelle Bearbeitung meines Falls. Zu der Frage. Ob ich mit der Einzahlung gespielt habe...Nein dazu bin ich nicht mehr gekommen.
Und hier Bilder:
Good day everyone!
Your account was blocked by the casino administration. Sorry for the inconvenience. Your deposit will be sent you back in the shortest terms.
Best regards,
SpinsBro Casino Team
Good day everyone!
Your account was blocked by the casino administration. Sorry for the inconvenience. Your deposit will be sent you back in the shortest terms.
Best regards,
SpinsBro Casino Team
I still don't understand why I got banned. But now good. I hope that the refund will work out, because in a very short time it would mean that I would already have my money back. But this is not the case.
Ich verstehe zwar nach wie vor nicht, warum ich gesperrt wurde. Aber nun gut. Ich hoffe das mit der Rückerstattung klappt dann auch, denn in kürzester Zeit, hieße für mich, dass i h mein Geld schon zurück hätte. Dem ist aber nicht so.
Hello everyone,
Thank you both for your replies.
launeland85, I will keep this complaint open until you confirm your deposit has been refunded successfully. Please keep me informed about any further developments.
Hello everyone,
Thank you both for your replies.
launeland85, I will keep this complaint open until you confirm your deposit has been refunded successfully. Please keep me informed about any further developments.
First of all I would like to thank you very much. I just checked again, but so far no refund has come. We'll see...thank you
Ich bedanke mich auch erstmal herzlichst bei Ihnen. Ich habe gerade nochmal geschaut, aber bisher kam keine Rückerstattung. Wir werden Sehen...danke
Dear launeland85,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
Dear launeland85,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
A platform created to showcase all of our efforts aimed at bringing the vision of a safer and more transparent online gambling industry to reality.
An ambitious project whose goal is to celebrate the greatest and the most responsible companies in iGaming and give them the recognition they deserve.
Casino.guru is an independent source of information about online casinos and online casino games, not controlled by any gambling operator. All our reviews and guides are created honestly, according to the best knowledge and judgement of the members of our independent expert team; however, they are intended for informative purposes only and should not be construed as, nor relied upon as, legal advice. You should always make sure that you meet all regulatory requirements before playing in any selected casino. Copyright ©2025
Check your inbox and click the link we sent to:
youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.
Check your inbox and click the link we sent to: youremail@gmail.com
The link will expire in 72 hours.
Check your 'Spam' or 'Promotions' folder or click the button below.
Confirmation e-mail has been sent again.