Spinfinity Casino - Nalog igrača je zatvoren zbog lažnih optužbi.

They accused me, as you will see in the email, of many things I’m not exactly sure of, but everything they said is not true — it’s all false accusations. I think it will be easy to prove their accusations are incorrect because they are simply not true, and they won’t be able to back them up unless there’s a mistake or something I’m unaware of. I believe the large winnings are the reason they didn’t pay me.

I won the biggest amount in Spinfinity, but I still have balances I haven't cashed out yet in the other casinos in the group, like Roaring21 and Slots Ninja.

My accounts were fully verified, but they required documentation and a phone callback.

I won $10,390 from one of their ongoing bonuses, although I don’t remember the specific bonus, and now my account is locked. I made many deposits within the group, and I believe the total should be around $5,000-$10,000.

I cashed out $10,390 after depositing $100 using one of their ongoing bonuses, and I received these emails:

Hi Maximilian,

I hope you are well.

The Cashier Team have reviewed your withdrawal request and have performed a game check as we do with all withdrawal requests. Unfortunately, there has been a Breach of General T&C's:

Breach of General T&C's - Fraud/Collusion with others. - Winnings removed and Accounts Banned;

The Casino reserves the right to suspend / disable Player account if there is any indication of casino policy breach. Any balance remaining on the account at the time of such cancellation may be credited back, however The Casino reserve the right to void any winnings and confiscate any balance from the Casino account if any of the below scenario occur:

If you participate in any fraudulent activity such as any type of collusion with other players, creating more than one account, providing forged documents;

If it is discovered or believed the player is engaged in any betting strategies, techniques or systems and try to maximize their chances of winning or minimizing their losses in gambling. Those activities include but are not exclusive to, exploiting perceived patterns or inefficiencies in the game.

and this email:

Dear Maximilian,

We're sorry, but your BTC payout request of $ 4,000.00 for Account ID maxfiller3462******45 has been declined.

Transaction ID: 3*****6

Reason for payout rejection:

Breach of General T&C's - Fraud/Collusion with others - Winnings removed and accounts Banned;

We thank you for your continued business. Our Customer Casino Hosts are available 24/7 if you should have any questions.

Hello Maxfill,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinfinity 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?
• What kind of bonus were you using?
• When was the last time you spoke to the casino and what was it about?

Please forward the communication between you and the casino to [email protected] for further review.

Looking forward to your answer.

Regards,

Nick

Thank you. I sent an email to [email protected]

The more I think about it, the more I understand exactly what happened here. If their thoughts about me and what they said were genuine, they would have offered to refund the deposits. Instead, they simply sent an email saying they confiscated the winnings. Why didn’t they offer to return thousands of dollars in deposits? To me, it shows they simply came to take my money. Why? Because I broke the rule of winning too much from their lucrative bonuses. Their bonuses are tempting—they offer 500%, 400%, and 300% bonuses, multiple times . They also encourage you to participate in all of their casinos. I trusted their brand and made deposits in all of them to take advantage of their great offers. As long as I was losing, they made me a VIP and had a VIP host keep adding money to my account. Considering my account was fully verified, what did they find after my wins, except that I won a lot? What changed? They had already checked my account when I submitted the documentation to be verified. The fact that they didn’t even mention returning the deposit made me realize they simply got angry and wanted to take everything from me. Sorry, but this is my understanding of this brand. It was a huge mistake to trust them.

Hello Maxfill,

I doubt that the address is the issue as your account was previously verified. To gather additional information regarding your case, I will be forwarding your complaint to my colleague Branislav ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you. Any update ?

Hello, Maxfill,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Spinfinity Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

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

Feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

As this case has already been dealt with and closed with other online dispute forums who sided in our favour after showing evidence to their complaint handlers, the decision of the casino is final and will not be changed.

We cannot keep going over the same complaint, in multiple online forum settings.

This is a lie. This case was never dealt with by another dispute mediator. At the beginning, I was unable to submit a Casino Guru complaint ticket, so I contacted the forum and received help on how to do it. Before submitting the Casino Guru complaint, I thought it wasn't possible to create a dispute ticket, so I submitted a complaint on other sites. However, as soon as I submitted the complaint to Casino Guru, I informed the other sites that Casino Guru was handling it and requested that they close the complaint.

https://lcb.org/onlinecasinobonusforum/direct-casino-support/casinomax/msg761724#msg761724

I am sending a screenshot to [email protected]

Please show your evidence

I now see the decision from lcb.org:

'Dear Maxfill,

We would like to thank the casino representative for their cooperation. We agree with everything provided by the casino, and all the evidence and proofs have been reviewed and supported. The decision to void the player's winnings is justified, and we fully align with it.

The case is closed and marked as resolved.'

However, I didn’t do anything wrong, and I would like to hear what Casino Guru thinks. I doubt there is actually evidence and proof, as mentioned in the message above.

Greetings all,

I am sorry for the delay.

Thank you for your email, Maxfill. However, I already saw LCB's response via the link provided by the casino above.

Dear Spinfinity Casino Team,

Can you please look at my email regarding the matter and provide the requested?

I sincerely hope you understand that referring to other 3rd party websites/resolution centers is considered insufficient.

Alternatively, I am reminding my previous post:

"Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

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

Feel free to send the necessary details and supporting evidence to my email address ([email protected])."

Thank you. Looking forward to hearing from you.

Replied, awaiting your response.

Greetings all,

I am sorry for the delay.

Dear Spinfinity Casino Team,

Thank you for contacting me outside the thread. Further details and/or supporting evidence regarding the case are awaited there.

Looking forward to hearing from you.

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.

Please see your messages from April 8th and again today, April 15th that have gone unanswered..

Thank you for the additional information and details, Spinfinity Casino Team.

Dear Maxfill,

Can you please let us know if you know anyone around you having a gaming account at Spinfinity Casino and/or its sister casinos? If yes, can you explain the relationship with this person or these persons and the activity on their account(s)?

Can you please forward all the documents you provided to the casino upon verification to my email ([email protected])?

Thank you.

I forwarded the documents I sent to Casinomax to the email you provided. I don't know of a specific person who has an account at their group of casinos

Dear Maxfill,

Thank you for your email and the documents. Also, I received further details from the casino.

After gathering and reviewing all the necessary information and details, we decided to close this complaint as unjustified due to breaching the casino's Terms and Conditions - there are reasonable grounds to believe we are talking about multiple accounts/collusion and bonus abuse within Spinfinity Casino and also within the group of its sister casinos belonging under the same operator. That is the reason why your verification/KYC could not have been completed.

The casino acted in accordance with the terms and conditions you accepted upon registration(s), and we accept its decision.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or an ADR, if the casino states any on its website.

Thank you very much, Spinfinity Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru