Spin Casino - La cuenta del jugador está cerrada; el retiro sigue sin resolverse.

i won 6552 on spin casino back on january 16.... i submitted my documents and requested a withdrawal... here we are 3 months later, they wont asnwer on live chat, they wont email me back , i can no longer log into my account, there is zero communication with the casino

Dear Troutsalmon44,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you receive any confirmation regarding successful verification?
• Did you accumulate your winnings with or without an active bonus?

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

hello there thanks for the quick reply.... i won that amount playing slots and yes i used a bonus and finished the wagering... i have not heard back from them since uploading my documents nor do they reply to chat

Thank you very much for your reply, Troutsalmon44. Could you please forward any existing communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

i dont have any communication with them at all, they are non responsive

Thank you very much, Troutsalmon44, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Hello Troutsalmon44,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Spin Casino representative to join this conversation and participate in resolving this complaint.

Dear Spin Casino,

Could you comment on the situation?

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCogra – an alternative dispute resolution service (https://ecogra.org/contact-us/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the AGCC Gaming Authority itself (info@agcc.gg). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan Manson