he casino appears in your list when I search using an IP outside the USA, but when I use a USA IP, I am unable to find the same casino. The casino is Spinfinity Casino, part of the Roaring21 group. I am asking because I want to submit a complaint about this casino, which owes me over $10,000, but I cannot find it in the list of casinos where I can file a complaint. Is there a way to submit a complaint and receive assistance through Casino Guru?
Hey, you are right and the problem is when you want to find casinos from USA, according to their legislation it is not possible and we can't display casinos where states don't have a license for that.
Additionally, if you want to submit a complaint you can do so, just choose other casino and in the text you write which one the situation is about. 🙂 Our team will change it then.
However, why casino doesn't want to pay you money? Did they tell you something concrete?
Thank you. I will try submitting the complaint again. The reason they decided not to pay is unclear, and they haven't replied to my emails, but they also wrote this:
Spinfinity - Support <support@spinfinity.casino>
Tue, Mar 4, 5:17 AM (23 hours ago)
to me
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.
You can read the full terms on the website at any time, via our Terms Page found on the home page if you do ever want to refresh on these
If you have any queries or questions the support team are here for you 24 hours a day so, please don't hesitate to contact us.
Kind regards,
Robert
Casino Host
Just so you know, I also responded to you in the other thread 👈
Hoping the complaint team will be able to help investigate.
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