Spin Galaxy Casino - La cuenta del jugador ha sido cerrada.

As U was doing justy great up until I was trying to sign into my account and then finding out that the their operating team had closed my account with $550 that i had won and me making the deposit from my own bak accountI was playing very fairly making deposits to meet their daily and weekly task as i do not have a any picture to show that I havew won that money That i was deposting all i want is my money that i have made 4 or 5 depositing to meet up with their crititiciria but i do have proof of how long i have been making deposits to match up with their bonuses and their opersting team is the ones that closed my account and I do believe that they should be giving me a reason why they close mt accont on me as I do believe that they are tryng to tae my monty from me

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear 05player77,

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 pass the verification before you lost access to the account?
• What specific reason, if provided, did the casino give you for closing your account?
• When was your account closed, and did you receive any prior warnings or notifications?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

no i did not get a warning and what do you mean by games I palyed only 4 or 5 games but I mostly played monkey crazy and 333bank boom and that is where I ahve won the money from mostly then monkey crazy as to answer your question about passing their verification part does it matter what id you are using to verify that it is you as I used my treay card that is a indigenous id what is wrong with using that then they should of told me that other closing my account and taking my money from me I don't care if theywon't give me my refunds but I just want was left in my account and the moeny they say that they had deposited into my account on the 24 th and the 25 of this month which i do not see as taht is just ashame for them you know why cause I was starting to like that casino

Thank you for your reply and for providing the previous details, 05player77.

• Can you clarify the deposits you made and any associated bonuses or terms that might have been relevant?
• Could you provide any additional communication you had with the casino regarding the case? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

what you guiys don't believe me like wow i knew it

Thank you for the additional information.

According to section 10.17 of the Terms and Conditions, the casino reserves the right to void winnings and confiscate balances in several situations, including cases where players violate the rules intentionally or unintentionally.

To better understand the situation, could you please clarify whether any of the following may have occurred on your account:

• Did you ever create or use more than one account?
• Did the name on your casino account fully match the name on the payment method used?
• Did anyone else access or play on your account, even unintentionally?
• Did you receive any specific explanation from the casino regarding which rule may have been breached?

Thank you in advance for your cooperation.

Dear 05player77,

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.

As i said before no i did not get any reason why or i did not go against the rules and regulations as i also said that it is not right of them compiscating my money that is stealing and that should be brought up with every casinos and i am mstill waiting for another $350 from this casino and yes my name did match the payment method and i think that it is pretty rude of them doing just that to someone

Dear 05player77

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Spin Galaxy Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Spin Galaxy Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

what do you mean by that that is crazy so they just get away with ripping me off and nothing is going to get solved what a total disappointment

Dear 05player77,

We 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 their 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, as mentioned in the casino's terms and conditions, section 10.14 COMPLAINTS AND DISPUTES, I recommend you contact the eCOGRA – an alternative dispute resolution service (Contact eCOGRA | International Test Lab For Online Gambling Products) and submit a complaint to them either via email or via the online dispute form. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Kahnawake Gaming Commission (KGC) itself (Licensing Authority – Kahnawake Gaming Commission | Casino Guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Kristina