The player from Germany is not able to withdraw his winnings. The casino claim he needs to pass the verification. The complaint was rejected because the player didn't respond to our messages and questions.
Treasure Spins Casino - Player's struggling to withdraw his winnings.
Amount: €602
Treasure Spins Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.2
Treasure Spins Casino has a Safety Index of 1.2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Good day, luckily I turned 25 euros into 602, then wanted to pay out and gave the bank details and then it said that the account was not verified, which makes no sense because I had submitted all the necessary data, I already have it directly support tries to contact but there are always at least 20-30 in the queue in front of me, no response to emails and I feel incredibly cheated
Automatic translation:
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1 year ago
Dear L1XnB,
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 passed the verification in the past? Could you please clarify when exactly you sent your documents? Have you received any confirmation regarding successful verification?
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
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1 year ago
Translation
Hello, I have the account about 7 days ago
done and submitted the documents, I just got an email from the casino yesterday that says they now want to check the data (after I obviously put pressure on it) but it's stupid that the support and the information on the site don't tell you whether the documents have arrived or in what period of time they will be checked
Kind regards
Automatic translation:
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1 year ago
Thank you for your reply, L1XnB. I understand. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
