Hold'N'Spin Casino - Jugador que tiene dificultades para retirarse y jugar.

I deposit 20€ and had a bonus 200%, i played and win 2000€ but now when i withdraw my winnings a week ago there left some money in my account and when i trying to play there it cant be possible and i dont have my winnings. There are lot of people in their chat with that same problems

Dear Wankstrom1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Regrettably, we've encountered numerous comparable complaints over the past few days. We remain optimistic that the casino will promptly attend to this matter, though, at present, the casino stays closed in our system.

However, please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

Thank you in advance for your reply.

Best regards,

Petronela

Dear Wankstrom1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

I had a broken phone and this isn't a miraculous trick either, but now that Holdnspin Casino has returned the 2000€ back to the game account, so you can't play with it. I have a screenshot of it. For about three weeks, my passport photo was there to verify that I am who I am, but it didn't go anywhere. Only if you talk to other people who have been bullied in the chat and use some rude words, then someone reacts in the chat, it may be a certain bot.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

Minulla oli puhelin rikki eikä ole tämäkään mikään ihmeellinen vehje mutta nyt se Holdnspin Casino on palauttanut sen 2000€ takaisin sinne pelitilille millä ei siis pysty pelaamaan. Minulla on screenshotti siitä. Noin kolme viikkoa oli passini kuva siellä varmistamassa että olen kuka olen mutta ei se edennyt mihinkään. Ainoastaan jos chatissa keskustelee muiden kusetuksen kohteeksi joutuneiden kanssa ja vähän törkeitä sanoja käyttää niin silloin chatissa joku reagoi, voi olla botti tietty.

Thank you, Wankstrom1, for getting back to us. Do I understand correctly that your entire winnings of €2,000 were put back inside your casino account and you can't withdraw your winnings?

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so.

We've reopened this complaint as per the player's request.

Email from the player:

Hi Casino-Guru! I just wanted to say that everything ended well in the case of Holdn'spin Casino, it took some time and then by accident I saw that there was an E-mail here that looked like a hello Jessica, you remember message and I clicked on it, it read that Dear mr. or mrs. Marko etc. and that they have €2000 of my money, asked to send the normal papers and the money came into the account. I thought that the Casino crap belonged to a bigger chain and no one would have played at those casinos. But it really ends well, etc.

We’ve reopened this complaint as per the player’s request.

Email from the player:

Moi Casino-Guru! Halusin vain kertoa että loppu hyvin kaikki hyvin siinä Holdn'spin casinon tapauksessa, meni jonkin aikaa ja sitten ihan vahingossa katsoin että onpa jonkin moi täällä Jessica, you remember viestin näköinen E-mail ja painoin sitä, siellä luki että Dear mr. or mrs. Marko jne ja että heillä on 2000€ mun rahoja, pyysi lähettämään normaali paperit ja rahat tulivat tilille. Ajattelin että se Casino kusetus kuului kuitenkin isompaan ketjuun ja eihän kukaan olisi pelannut niillä casinoilla. Mutta tosiaan loppu hyvin jne.

Dear Wankstrom1,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru