Spinfest Casino - La cuenta del jugador ha sido cerrada y los retiros cancelados.

I won 10500€ and uploaded all documents for verification

and suddenly received an email that all withdrawals had been cancelled and my account had been closed

I have not received an email or anything else

Ich habe 10500€ gewonnen habe dann alle Dokumente zum Verifizieren hochgeladen

und plötzlich eine Mail bekommen das alle Auszahlungen storniert wurden und mein Konto wohl geschlossen wurde

habe weder ne Mail noch sonstiges erhalten

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings of 10500€?
• Did you accumulate your winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?
• Have your documents been approved and verified before your account was closed?
• Has the casino specified why your account was closed?

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I played with a bonus but I implemented it according to the rules

I won the money with slots

The documents were checked and my account has now been closed. I allegedly violated the terms and conditions.

but I only played as an individual and also registered as an individual

sounds like casino fraud

Ich habe mit bonus gespielt diesen habe ich aber regelkonform umgesetzt

ich habe das geld mit Slots gewonnen

die Dokumente wurden geprüft und mein Konto jetzt geschlossen Angeblich hätte ich gegen die AGB verstossen

aber ich habe nur als einzel Person gespielt und mich auch als einzel person registriert

hört sich nach Betrug des Casino an

Please forward me the email you received from the casino after your account was closed at veronika.f@casino.guru. If you have any additional communication that could help us in the investigation of your case, kindly send it to me as well. Thank you for your patience and cooperation.

I have sent the email

Habe die Mail gesendet

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Spinfest Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear all,

Thank you for inviting us into the conversation.

We would like to inform you that per the finance team the account has been closed without the possibility to reopen, as per terms and conditions 9.1 and 9.4. The winnings have been voided.

Your cooperation and understanding in this situation are truly appreciated!

Best regards,

Spinfest Casino Team

Dear Spinfest Casino Team, please, provide the full explanation along with the evidence to my e-mail: pavel.k@casino.guru.

Dear Pavel,

I hope this message finds you well.

Be informed that we have sent you an email as per your request. Please check it at your earliest convenience.

Best regards,

Spinfest Casino Team

Dear dede55555, the casino has provided us with the sufficient evidence that shows that you have used funds you received from another person to deposit into the casino. We consider such behavior unfair. Therefore, I must reject your complaint.