SpinsBro Casino - El jugador solicita el pago de su saldo.

Hello,

I have been banned due to gambling addiction. All my withdrawals that I previously requested were processed (3 x 400 Euro). However, I still have about 1100 Euro in my account that I can no longer withdraw since I do not have access to my account anymore. Initially, I was assured that I would still receive this money, but now I'm being ignored on every email and just kicked out of the live chat. Unfortunately, I have no other option but to write to you because 1100 Euro is a significant amount of money.

hallo,

ich wurde auf Grund von Glückspielsucht gesperrt. Meine Auszahlungen die ich zuvor beantragt habe wurden mir alle ausgezahlt ( 3 x 400 Euro). Allerdings habe ich auf dem Konto noch ca 1100 Euro Guthaben die ich nicht mehr auszahlen konnte, da ich kein Zugriff auf mein Konto mehr habe. Anfangs wurde mir zugesichert das ich dieses Geld noch erhalte, allerdings werde ich nun auf jede email ignoriert und im livechat werde ich einfach rausgeworfen. Ich habe leider keine andere Lösung als ihnen zu schreiben da 1100 Euro eine Menge Geld ist.

Dear FlynnKhn,

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

Could you please specify if you contacted the casino's financial department at kyc@spinsbro.com, as suggested by a customer support representative in one of your conversations?

When was the last time the casino communicated with you?

When was the last time you received a payout from this casino?

Am I correct in understanding that you are permanently self-excluded in this casino?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear FynnKhn and casino guru administration,

This player was blocked at his own request due to "Addiction", but with a game balance on the account to avoid unnecessary losses and problems with games for the player

At the moment, all his money has been paid to him and should arrive on the player's account in the near future

With respect , Spinsbro casino!

Hello,

I received the payout amounts of 3 x 400 euros that were requested before the exclusion, that is correct, however, as mentioned above, there was still 1100 euros in credit on my profile that I did not have the option to release for payout.

I never blocked myself on this casino site, but on another casino site that apparently has a partnership with this casino, which is why the casino blocked me too.

The last payout was on December 16th, which was 3 of the 400 euros. I'm happy to provide a screenshot to prove this.

In an email I accidentally wrote 100 instead of 1000 euros.

Screenshots to follow.

Furthermore, I have not only written to KYC but also to support several times as well as in the live chat, where I am ignored or thrown out.

Could you send me an email address where I can show you the email history as well as the bank incoming payments?

thank you very much for your help!

mfg

Hallo,

die Auszahlungsbeträge von 3 x 400 Euro die bereits vor dem Ausschluss beantragt wurden habe ich erhalten das ist korrekt, allerdings waren wie oben erwähnt noch 1100 Euro Guthaben auf meinem Profil wo ich nicht die Möglichkeit hatte zur Auszahlung freizugeben.

gesperrt habe ich mich nie auf dieser Casino Seite sondern bei einer anderen Casino Seite die wohl mit diesem Casino eine Partnerschaft führt weshalb das Casino mich dann auch gesperrt hat.

Die letze Auszahlung war am 16.12 welche die 3 der 400 Euro waren. Gerne belege ich dies mit einem Screenshot.

In einer email habe ich versehentlich anstatt 1000 Euro 100 geschrieben.

Screenshots folgen.

außerdem habe ich nicht nur dem Kyc geschrieben sondern auch mehrmals dem Support wie auch im Live chat, wo ich allerdings ignoriert bzw rausgeschmissen werde.

könnten sie mir eine Mail Adresse senden wo ich ihnen den email Verlauf wie auch die bankeingänge zeigen kann?

vielen Dank für ihre Hilfe!

mfg

I have now received the money, thank you very much!

the case is closed

Ich habe das Geld nun erhalten vielen Dank !

der Fall ist damit abgeschlossen

Dear FynnKhn,

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 https://www.trustpilot.com/evaluate/casino.guru. 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, 

Veronika Fritz 

Casino.Guru