The player from Germany had issues with delayed withdrawals from his casino account. The casino was paying out in small instalments over an extended period, despite his VIP status. An additional 4000 Euros were stuck due to a limit on withdrawals. The player also expressed concerns about his gambling addiction, claiming that the casino failed to close his account despite his repeated requests. He lost around 19,000 Euros within 8 weeks and accused the casino of not taking player protection seriously. After reviewing the provided evidence and information from both sides, we concluded that the player's claims could not be substantiated due to lack of reliable proof. The complaint was rejected.
SpinsBro Casino - Player's withdrawal is excessively delayed.
Amount: €3,000
SpinsBro Casino
Safety Index:HighSafety Index
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8.3
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 year ago
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1 year ago
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The casino doesn't pay out and makes flimsy excuses.
Email from the casino:
Dear Robin L****,
The payment schedule is set by the finance department for each user individually, depending on the activity and status of the account.
The amount of 400 EUR will be paid out on November 2nd, 2023
The amount of 400 EUR will be paid out on November 3rd, 2023
The amount of EUR 400 will be paid out on November 6th, 2023
what kind of nonsense is this? Due to very large and large deposits, I have been a VIP member for several months. However, the casino only pays out randomly and claims that the payout schedule is set individually for each player.
I still have an additional 4000 euros in my player account which I cannot pay out because you can only make a maximum of 3 withdrawals of 400 euros each. Then I would wait until January for the money.
Edited by a Casino Guru admin
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1 year ago
Hello Robin1989,
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? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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1 year ago
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Hello Nick,
Yes, I've been playing there for a while. My account is fully verified. I've already had a few withdrawals. But never more than 400 euros. That's the limit there.
Now, for example, I have three outstanding withdrawals of 400 euros each. The finance department informed me that one payout would be processed on November 6th, the other on November 8th and the other on November 13th. There are still 4000 euros in my Soieler account... which I cannot withdraw because only 3 withdrawals are possible at the same time.
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1 year ago
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Hello Nick, we can close the case. The money is gone and the casino has blocked my account.
Because of my gambling problem, I lost 19,000 euros in about 8 weeks.
I have asked the casino several times to close my account. You did that. They kept offering more and more bonuses for my next deposit.
Today I told the casino that I wanted all my money back because my problems had not been addressed. Instead, they blocked my account today because I threatened to get a lawyer.
Four weeks ago I was able to block my account after waiting three days. Four days later I was able to have support reopen it without any problems.
My last email on October 27th asked me to finally close my account because I can no longer control it. The answer:
Dear Robin L****,
We will forward your request to the appropriate department.
While your issue is being resolved, please tell us what negative experience you had?
Of course the account was NOT closed. Instead I lost another 10,000 euros
Edited by a Casino Guru admin
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1 year ago
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... as you can see: the account was not closed each time. On the contrary… they offered me additional bonuses to deposit more money. They are criminals!!!! Nothing has been done here to protect players. I lost funds that didn't belong to me because the casino doesn't take player protection seriously.
My account was blocked today after the threat... the chat is no longer available to me. Emails are no longer responded to.
funny …. If the casino has nothing to hide, then why are they behaving like this?
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1 year ago
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Almost 20,000 euros in just under 8 weeks…. Because they simply didn't block my account as I repeatedly requested.
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1 year ago
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I was diagnosed with gambling addiction many years ago. It worked for so many years and I persevered so well. Until this casino came along and ruined everything...
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1 year ago
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Why don't you manage to respond - after more than 5 days?
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1 year ago
Hello Robin1989,
I hope the 7 day timer is clearly visible on the top of the complaint - indicates the time to respond for each parties.
Allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
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1 year ago
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Hello Nick, thank you very much for your reply.
I would like to answer your questions as follows:
I wanted to block my account because I have been diagnosed with a gambling addiction for many years.
I was free from gaming for many years. Until I discovered SpisBro by chance. After I lost a lot of money in the first few days, I kept mentioning in the chat that I would close my account because I couldn't control the games. However, they still can't help me there and I should contact support via email. Apparently the chat is not allowed to close accounts. I always did this via email. Instead of closing the account, they kept offering me new bonuses. Even after I lost almost 20,000 euros in almost 8 weeks of playing, the casino should have reacted! Only after I threatened to sue the casino was my account closed.
Because of my gambling addiction, I have now lost almost 19,000 euros - money that wasn't mine. Now I had a major relapse. I would be willing to give up a small part of the money. But not under these circumstances. Self-exclusion is not possible on the website. ...this is definitely done on purpose. So the casino must now be held responsible. My last email on October 27th with the request to finally close my account because I couldn't control it, I lost another 10,000 euros until I was threatened with a lawsuit. That must not be. The casino is not entitled to the money... The casino does not take player protection seriously. I therefore expect repayment.
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1 year ago
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... And a reputable casino would have noticed that there were problems. No normal person gambles away almost 20,000 euros in just under 8 weeks. Also with money that doesn't actually belong to the player!!!
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1 year ago
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I would also like to mention that I have sent several emails to support in the last few days. I haven't received a single response. When I go into the chat, my IP is immediately blocked and I can no longer use the chat. What does this casino have to hide? If they had nothing to hide then they wouldn't react like that and would just answer. But they know that they violated player protection and took the money again and again without closing my account.
Please help me now to take action against this casino and get my money back. Thank you!
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1 year ago
Hello Robin1989,
Would it be possible to forward the e-mail request where you mentioned the gambling addiction to the casino as for now, we can see only account closure requests and not self-exclusion? Please send it to nikolas.b@casino.guru.
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1 year ago
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Hello Nick,
I have sent correspondence with the casino to the email address above. Please help me now 🙁
Thanks
greeting
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1 year ago
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Hello Nick,
what is taking so long here? That can't be the point of the system.
More than two weeks have already passed without anything happening or the casino being contacted even once. There's a lot of money involved here... If you ask me a question or want some documents, I can do it in a few hours. Nothing just happens here... Is that how it's supposed to be?
I kindly ask you to speed things up a bit now.
As I said, this involves a lot of money that didn't belong to me and the casino is illegal.
Thank you
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1 year ago
Hello Robin1989 and thank you for providing the necessary proof. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
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Hello Nick,
You really can't be serious now.
After 8 more days my complaint will simply be forwarded? I don't believe any of this... I really think this is a bad joke.
After almost 4 weeks, not even a remotely satisfactory result. Sad!!!
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1 year ago
Dear Robin1989,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Be aware that the self-exclusion process takes some time, since we receive hundreds of complaints per week. First, we evaluate if the case is relevant. When it seems relevant, it is assigned to a different person, in this case, to me. Now, we ask the casino to participate in the resolution.
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1 year ago
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... a rogue who thinks evil here :)
I already thought that the casino wouldn't comment on this. This shows how they acted wrongly and cheated the players with this dubious way.
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1 year ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Dear Robin1989,
I managed to establish a communication line with the casino team, we will get back to you ASAP.
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1 year ago
Dear Robin1989,
Could you please provide us with more reliable evidence of the emails sent below? The most effective solution would be to send screenshots taken directly from your mailbox.
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1 year ago
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Hello Jozef,
thank you for your message.
Unfortunately not. Emails will be deleted after 30 days if I don't save them. So I printed out the emails.
What is the current state of affairs?
I also spoke to my bank. We can also get the money back because the funds were deposited with a credit card. What do you say to that? And what does the casino have to say?
They seem to be quite the scammers. I have already sent a lot of emails and hoped for a peaceful agreement. But she doesn't answer at all and I'm always immediately blocked in the chat.
It's a rogue who thinks evil here...
Best regards
Robin
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1 year ago
Dear Robin1989,
I am sorry for the situation, but I believe you are not entitled to a refund. The casino team has provided us with relevant evidence showing that they never received such emails. Additionally, your evidence shows clear signs of alterations, and you have confirmed that you are not able to share anything else. I have no choice but to reject your case.
You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
