Doctor Spins Casino - アカウントが閉鎖されたため、プレイヤーは賞金にアクセスできません。

Hello Casino Guru friends.

I am reaching out to you because of the unthinkable actions taken by Casino Doctorspins.

I set up an account with them and made two deposits. The first one of 150 euros and a second one of 80 euros.

When I was playing with the second deposit, I won 600 euros which I wanted to withdraw from the casino where my account had already been verified by them, but after a couple of days I realized that I was denied access when I tried to log in with my credentials.

I have sent several emails to the casino's support but they have not responded, they only continue to send me emails with promotions that I cannot use because I cannot get into my account.

It is truly alarming that they neither pay out the winnings nor refund the deposits. What's even worse is that they offer no explanation to their loyal players. Therefore, I have approached you for help with this fraudulent act as they have not responded to any of my requests at all, and I feel cheated.

Looking forward to your response, I bid you farewell.

Hola amigos de Casino Guru.

Me comunico con ustedes por la insólita acción de Casino Doctorspins.

he creado una cuenta con ellos y he hecho dos depósitos. El primero de 150 euros y un segundo de 80 euros.

Al jugar con el segundo depósito he obtenido un premio de 600 euros los cuales quise retirar de casino donde mi cuenta ya se encontraba verificada por ellos, pero al pasar un par de días me doy cuenta que al querer ingresar con mis datos al casino el acceso me es denegado.

He enviado varios correos al soporte del casino pero no son respondidos, solo me siguen enviando correos con promociones que no puedo usar al no poder entrar.

Es muy insólito que no paguen las ganancias ni tampoco devuelvan los depósitos y más aun, que no den ninguna explicación a sus jugadores que confían en jugar con ellos. Por esto he acudido a ustedes para que me ayuden con este fraude, pues ellos no han respondido mis solicitudes en ningún momento y me siento estafada.

Esperando su respuesta me despido atentamente.

Dear orkitas26,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please share your attempts to communicate the issue with the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear orkitas26,

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.

I was a casino player for at least 1 month, my account was blocked after making my first withdrawal.

I played many slot games (more than 40 different games)

Fui jugador de casino al menos 1 mes, mi cuenta fue bloqueada después de hacer mi primer retiro.

Jugué a muchos juegos tragamonedas (más de 40 diferentes juegos)

Thank you very much, orkitas26, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, orkitas26,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Doctor Spins Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been closed/blocked? Have the disputed winnings been confiscated? What steps should the player take to unblock the account and/or withdraw his winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

If it suits you better, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

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.

Dear orkitas26,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions or updates from the casino, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru