Spitfire Casino - Player's winnings are being reviewed by casino.

Please do not think of playing in this casino. After having reopened my account and they asked me to do so, it turns out that when I had 2000 euros deposited (I only play American roulette) I was lucky enough to bet €50 on double zero and It came out for what I got 1800 This was on Thursday the 13th of this July.

Well, talking to the manager named Caroline, she tells me that according to my agreement, the withdrawals would be in 3 or 4 days maximum, remaining to pay me the 2000 that I withdrew, on Tuesday the 18th, which is today, or on Wednesday, July 19, which is tomorrow. .

She sends me an email today saying that between today the 18th and tomorrow the 19th they pay me the 2000 and that she is waiting for me to tell her finances if it will be paid today or tomorrow.

What is my surprise when I just received an email from Manager SpitFire Casino saying that before approving my withdrawal of 2000 they have noticed some irregularities in my game and winnings and that my account is under review.

This is something that some casinos use to avoid paying, but it just so happens that they cannot prove anything since there is no irregularity and thank goodness I made screens of all the biggest prizes, for example the €1,800 prize.

With this he made it clear that it is one of the worst casinos, as can be read on several websites, for example in Casino Guru, and that they are dedicated to defrauding users with comments of irregularities that do not exist.

I control screens where you can see the prizes won in the American roulette of Fits Person (Evolutions)

User at this casino : jo****o

Experience date: July 18, 2023

Edit

Dear canaberto,

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. Did you have any active bonuses while playing?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can 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

I have never played with bonuses, I play American roulette and I only bet on the numbers, sometimes they come out and other times they don't, so I don't know where the irregularities that they say are, although this is already widely seen in some casinos so as not to pay.

Thank you for your reply, canaberto. Unfortunately, I have not received the requested communication between you and the casino. Please, forward it as soon as possible so we can proceed with this complaint. Thank you.

hi Kristina , what do you need ? Is it that I don't understand what you are asking about the "communication requested between the casino and me?

I can send you screens of the emails where they tell me that I am under review or I can send you everything they offered me to reopen my account through email.

I already sent the screens where you can see the prizes won in roulette,

I await your prompt reply

According to what I have read on other platforms, the casino does not respond to anything, neither to bad reviews nor to any complaints, so I think that they do not care, what they care about is to continue scamming their customers.

Also tell him that a few days ago I sent him an email explaining everything.

Yes, please, forward any emails you consider important or supportive of your complaint. Thank you very much.

Hello Kristina: the emails only say the conditions that they offered me, emails all sent by a Manager named Caroline and I already sent you a letter with all the details (a letter that I have forwarded to you again today)

I can send them but I already tell you what it says.

The only email I received from Manager@spitfirecasino.com is where they tell me that my account is under review for irregularities in the game and in the winnings and that I would have heard from them but 10 days have passed since this email and they don't say anything Because they can't prove anything.

I beg you to take note of all this, since surely they are not going to answer and the worst of all this is that they are not going to pay because this strategy of alleging irregularities in the game is something that is already widely seen in these scam casinos and it is not the only.

"I accuse you of cheating and I don't pay you"

Please tell me how and where you can write to Curacao which is where you have the license and please help users against this casino so they don't continue to scam.

All the best

And something important is that I have screens of the prizes obtained:

I play American roulette and always bet on the numbers.

There is a bet, for example, of €50 on zero and another at the same time of €50 on double zero. It turns out that one of them came out and the prize is 50x36...1800 and that's how I managed to win.

I have screens in case you consider it appropriate to send them to you.

Let's see where the irregularities are that this casino scammer says.

You again sent an email but no requested email communication between you and the casino. Please forward it as soon as possible so that we can proceed with this complaint.

Kristina: Shall I send the emails to your email?

I have several from the agent and the last one from the casino where he tells me about the irregularities in the game.

In addition, I can send you all the ones that I have sent to them without having a single reply.

Hello again Kritina: in your email kristina.s@casino.guru you have the emails of this casino, do not hesitate to ask for what you need

All the best

You already have all the possible emails and I have also sent you what I received from Curacao.

And sorry for so many emails but I didn't know what to send to you

Hello again: I sent everything to your email this morning but you have not answered me. On the other hand, I see that from this casino that has countless and quite bad reviews from the players, you do not pass it to "Complaints".

I don't know what to do to make my complaint come out, but everything is very clear and transparent, even with screenshots where you can see my bets on American roulette perfectly and the profits obtained.

Some think that Guru is in cahoots with some casinos and I don't want to think the same as them but it's been quite a few days and my complaint hasn't appeared and this casino (Spitfire) goes on and on scamming more users and they haven't even bothered to answer me to nothing since they closed my account alleging irregularities that do not exist. According to them, if I am under review since July 18, I think that enough time has passed before they issue a report, what happens is that they cannot prove anything because there is no irregularity.

Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible, but all we needed to proceed was your cooperation in sending the necessary information. Thank you for your understanding.

I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you very much Kristina and I apologize for my impatience. I have already contacted a casino agent requesting the cancellation and she has indeed confirmed that they are scammers and that they do not pay.

We will keep in touch because although I have lost my money, something will have to be done so that they do not continue to scam more users.

Greetings and thanks

It seems that Guru is in cahoots with this casino because they do absolutely nothing and they keep scamming.

Money you earn money they steal from you.

Guru has timed out to answer and still does nothing.

Is this the help you provide to the players?

Incredible but true

Hello, canaberto,

I am sorry to hear about your issue, and I apologize for the delay.

Allow me please to ask you a few questions.

Do I understand correctly that your disputed withdrawal was canceled and lost by playing in the casino?

Although my response was delayed, you informed my colleague Kristina about the cancellation shortly after her last post. If your disputed withdrawal was canceled and lost, what further help do you imagine from us, please?

If you have a gambling problem, did you inform the casino about it? If yes, when?

From our casino review, it is clear we do not recommend playing in this casino.

Hello Branislav: It seems that you do not know anything. I have never said that my retreat was canceled and lost.

If you read carefully you will see that my withdrawal has not been paid and that the Spitfire casino closed my account after saying that it was under review because they had observed irregularities.

Since then and a month ago they have not answered even once, something they are doing to several users.

I repeat Mr.Bratislav: I did not cancel any withdrawal and I am still waiting for my €2000 that will never be paid and I can send you the last thing I spoke to a former casino agent where he tells me that they are scammers and that they are defrauding all users claiming that they cheat to not pay.

Please read my comments carefully and do not defend a scam casino

Alright, canaberto. Thank you for your instructive opinion despite it being incorrect. If you provided us with only important and relevant information for the case, I would not have had to ask more questions to clarify it, while we could also save some time and speed the process up.

Since we are talking about a standard review of your casino account, while there was no information about account closure or winnings confiscation, and the casino informed you that they are waiting for the outcome of the review on the game provider's side, your post that was added here on August 4 does not make sense and/or is incomplete and unclear.

Can you please show me a part of my previous post from which you deduced that we defend the casino? And, how do you know that they are doing the same to other accounts?

Now, after we finally clarified the current status of the issue, I would like to invite Spitfire Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Spitfire Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw his winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

The money has been received.

The 2000 of retirement and the 80 that remained in games.

Total €2080

Thank you, canaberto, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru