Hold'N'Spin Casino - プレーヤーは、カジノの出金および入金方法がブロックされていると報告しました。

The casino has been preventing players from playing for over a week, the deposit and withdrawal methods are not available, it is currently a terrible casino.

El casino lleva más de una semana sin dejar jugar a los jugadores, los métodos de deposito y reintegro no están disponibles, ahora mismo es un pésimo casino.

Dear cgcamotudo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you inform me whether there are any funds currently held by the casino?
• Has your account been successfully verified previously?
• Have you experimented with different devices or cleared cookies on your current device?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Dear cgcamotudo,

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.

Hello, I did not receive notification of your first response, for which I sincerely apologize.

Regarding the questions you asked me, I really don't know if the casino currently has funds.

•My account has been successfully verified for a long time

•yes, I have tried from another device, deleted cookies and cache and even from another internet IP address and the same problem appears

Hola, no me llegó la notificación de su primer respuesta por lo cual le pido mis sinceras disculpas.

acerca de las preguntas que me hizo realmente desconozco si el casino tiene fondos actualmente.

•Mi cuenta está verificada exitosamente desde hace tiempo

•si, eh intentado desde otro dispositivo, borrado cookies y caché e incluso desde otra dirección IP de internet y sale el mismo problema

Thank you very much, cgcamotudo, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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 cgcamotudo,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Hold'N'Spin Casino to join the conversation and participate in the resolution of this complaint.

Dear Hold'N'Spin Casino,

Can you please comment on the player's issue?

Thank you.

Kind regards,

Tomas

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 cgcamotudo,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 to 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 responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

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

Best regards,

Tomas

Casino.Guru