SpinGreen Casino - Se ha denegado la retirada del jugador.

I made a $10 deposit and received a bonus of 50 free spins with no wagering requirement, which I used to win $14. After playing for a while, I requested a withdrawal of $55. After a few hours, my withdrawal was declined, and my already withdrawable balance was converted to bonus funds, which I now have to wager 35x. It's supposed to be that you can't request withdrawals if you haven't yet met the wagering requirements. I have screenshots to prove what I'm saying.

Hice un deposito de 10 dolares y me dieron un bono de 50 giros gratis sin requisito de apuesta con el que gane 14 dolares. Despues de jugar un buen rato solicite un retiro de 55 dolares. Despues de unas horas declinaron mi retiro y mi daldo que ya era retirable lo convirtieron a salddo de bono y segun tengo que apostarlo x35. Se supone que si no cumples aun los requisitos de apuesta no se pueden solicitar retiros. Tengo imagenes que comprueban lo que digo.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinGreen Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you have access to your bonus history showing which bonus you accepted? Would you be able to share a screenshot of the free spins bonus?
• Would you be able to share a screenshot of the marketing materials for the free spins bonus you accepted if available?
• Have you contacted the casino support regarding the issue? What response have you received?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Here are some screenshots.

Aqui tengo algunas capturas.

And these are some messages that went unanswered.

Y estas son algunos mnsajes que no contestaron.

The problem that I self-exclude p

El problema que me autoexclui p

My account has been unlocked, but the balance is zero. I contacted an advisor, and they asked me what my question was, but when I explained my problem, they simply didn't respond and left me waiting in the chat.

Ya se desbloqueo mi cuenta pero esta en ceros. Me comunique con un asesor, y me dijo que si cual era mi pregunta y al plantear mi problema, simplemente no respondio y me dejo esperando en el chat.

Dear Perrolokko,

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, Peter (peter.c@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,

Tomas

Hello there,

Thank you Perrolokko for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SpinGreen Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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.

Okay. Anyway, I don't think they'll even respond.

Eta bien. De cualquier manera pienso que ni responderan.

I have tried to contact SpinGreen 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 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 that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

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

Best regards,

Peter

We’ve reopened this complaint at the request of SpinGreen Casino. We received the following message:

Hello,

We have reviewed the situation regarding the player’s account. After the deposit was made and the bonus funds were used, a connection to another account was detected, which constitutes a violation of the casino’s rules. As a result, the winnings were returned to the bonus balance with wagering requirements applied, and the player was separately informed of the reason for this decision and received a warning.

Later, the player independently activated self-exclusion/account blocking. After contacting support, the player was informed that account access could only be restored after the selected blocking period had expired. Since the funds were on the bonus balance at the time of the block, the standard bonus terms and expiration periods applied to them. Once the bonus validity period expired, the bonus funds were cancelled, which is why the account balance was 0 after the account was unblocked.

The withdrawal was not rejected by the casino without reason, but due to a detected violation of the rules related to multi-accounting/a duplicate account. The player had also been informed in advance about the measures applied and the conditions for further use of the bonus balance.

Nevertheless, in order to resolve the situation, we contacted the player by email and informed them that we are ready to re-credit the amount of the penalty/bonus balance with the previous x30 wagering requirements. To proceed, the player needs to confirm that they understand the reason for the sanctions applied, accept responsibility for the rule violation, and also accept responsibility for the consequences of the self-imposed account block.

And where I can confirm that I understand the reasons for the sanctions.

Y donde puedo confirmar que comprendo los motivos de las sanciones .

Dear Perrolokko, you can confirm it directly in the thread here. I will pass the information to the casino representative. Thank you in advance for your cooperation!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Perrolokko,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter