HomeComplaintsSpinsBro Casino - Player’s account has been closed after missing winnings.

SpinsBro Casino - Player’s account has been closed after missing winnings.

Amount: €200

SpinsBro Casino
Safety Index:Above average
Submitted: 01 Jun 2024 | Case closed : 15 Aug 2024
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

2 months ago

The player from Germany had won around €140 from free spins in the Slot Circus Respin game, but the amount was not credited to her account. Additionally, €50 had disappeared from the account, and after contacting live chat and sending an email, her account was suspended without explanation. We investigated the issue and found that the player's entire balance had been used, with no winnings withheld. After her real balance was depleted, she had continued playing with bonus funds, which were also lost. The complaint was rejected as unjustified, as the casino had acted appropriately and no further deductions were made.

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5 months ago
Translation

Hello,

Yesterday, I received free spins in the Slot Circus Respin game and managed to win around €140. However, the money was not credited to my account; instead, it was simply taken. Half an hour later, €50 suddenly disappeared.

I contacted the live chat, but they couldn't do much to help.

Then, I sent an email.

Now I can't log in anymore, my account has been suspended.

I asked in the live chat what was going on, they made me wait and then blocked me without any explanation.

Automatic translation:
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5 months ago

Hello Alee001,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SpinsBro Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Can you please forward your bonus and betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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5 months ago
Translation

Unfortunately, I was not verified. Unfortunately, I cannot provide anything because my account was blocked without any reason.

Yesterday we communicated for the last time. I explained to her that after the free spins in the game Circus the amount was not credited to my account and later €50 disappeared from my balance.

She couldn't really help. She sent me an email and asked me to describe the problem again. SpinsBro would then contact the game provider to find the problem.

Automatic translation:
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5 months ago
Translation

Today I tried to log in and my account was suddenly blocked. I wanted to know what was going on and what was happening with my money. I was told to wait a bit, which I did and then I was blocked there too without any explanation.

Automatic translation:
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5 months ago

Hello Alee001,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

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5 months ago
Translation

Yes if it helps

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5 months ago
Translation

I'm asking you to help the Casino Guru team because I don't know how else to solve the problem.

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4 months ago

Hello Alee001,

Did you forward the e-mail? If yes, which e-mail did you forward it from as I could not locate any from you.

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4 months ago
Translation

What exactly do you mean by email forwarding?

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4 months ago

Hello Alee001,

Simply send the e-mail communication between you and the casino to me - nikolas.b@casino.guru.

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4 months ago
Translation

I sent them the email

Automatic translation:
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4 months ago
Translation

Good evening,

is my case being investigated at all because somehow it is taking quite a long time

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4 months ago

Hello Alee001,

It is not possible to investigate anything as you did not forward the requested communication through e-mail. Please forward the communication between you and the casino to my e-mail within the next 7 days otherwise we will be forced to reject the complaint as it is the 3rd time requesting it.

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4 months ago

Dear Alee001,

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.

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4 months ago
Translation

But I have no communication between me and the casino because they blocked me everywhere

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3 months ago

Hello Alee001,

You stated in your first post that they have sent you an e-mail. It must mean you have an e-mail communication between you and the casino. I highly doubt that they have blocked all of your e-mail addresses and that is it not possible to contact them.

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3 months ago
Translation

Oh, here is the email

Edited
Automatic translation:
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3 months ago

Hello Alee001,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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3 months ago

Okay

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3 months ago

Hello Alee001 and thank you for all the information provided so far. As we need further clarification from the casino regarding this matter, your complaint will be now forwarded to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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3 months ago
Translation

OK and thank you

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3 months ago

Dear Alee001,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the SpinsBro Casino's representatives to join this discussion and provide any available information to help resolve this issue.


Dear SpinsBro Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?


Thank you in advance for your response!


Best Regards,

Kubo

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3 months ago

Dear Alee001,

I wanted to inform you that I reached out to the casino representative outside of this thread and obtained concrete evidence that your entire balance was utilized. There are no signs of any winnings being withheld. After your real balance was depleted, you continued playing with bonus funds, which were subsequently lost as well. No further deductions or adjustments were made to your account.

Given these findings, I must reject this complaint as unjustified. The casino has acted appropriately, and this has been clearly demonstrated. As the account has been closed with no remaining balance, we are unable to investigate this issue further.


Thank you for your understanding. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center.


Best Regards,

Kubo

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