Spinoloco Casino - プレイヤーの出金が遅れている。

I made my first deposit at the casino 135€, I played sports betting, I lost, then I made another deposit 140€, I played sports betting and I reached 550€, I made a request to withdraw 200€ and suddenly they send me an email that I have violated the terms 7.11 and 7.12, I know that all the money I have won is removed and I can only get my second deposit back and all this without being able to prove anything to me and they did not send me any proof that I have violated I think it is just their tactic to pass on the money you win, please help me.

Έκανα την πρώτη μου κατάθεση στο καζίνο 135€ έπαιξα αθλητικό στοίχημα έχασα μετζ ξαναέκανα κατάθεση 140€ έπαιξα αθλητικά στοιχήματα και τα έφτασα 550€ έκανα αίτημα για ανάληψη 200€ και ξαφνικά μου στέλνουν ενσ email ότι έχω παραβιάσει τους όρους 7.11 και 7.12 ξαι ότι όσα χρήματα έχω κερδίσει αφαιρούνται και να πάρω μόνο πίσω την δεύτερη κατάθεση μου και όλα αυτά χωρίς να μπορούν να μου αποδειξουν τίποτα και δεν μου έστειλαν καμία αποδείξει ότι έχω παραβιάσει θεωρώ απλά είναι η τακτική τους για να σου περνούν τα χρήματα που κερδίζεις σας παρακαλώ βοηθήστε με.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

I have properly identified myself, I forgot to mention it. and here is the email they sent me

Έχω κάνει κανονικά ταυτοποίηση ξέχασα να το αναφέρω και εδώ είναι και το email που μου έστειλαν

Dear player, I apologize, but if you had only placed bets on sports betting and your winnings were confiscated, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.