Spin Dimension Casino - プレイヤーのアカウントはブロックされています。

So I have an account with this casino also with the other two from the same ownership , I’ve been making deposits and play the slots , sometimes win sometimes lose , they have been good so far until last week where they decided to block my account and now they say that they will not pay my balance

my current balance on this casino is about $1200

they banned my account cuz I won money

Dear AAlmeida

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. Was your account fully verified previously? Could you please advise if you accumulated your winnings with or without an active bonus and clarify if you’ve received any withdrawals in the past?

If there’s any relevant communication between you and the casino, 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

My account was fully verified and I’ve done withdrawals before

I did not have any bonus promotion, straight up cash deposit

Thank you very much, AAlmeida, for your email. Could you please advise if you have received the requested withdrawals already? Do I understand correctly that the active balance of $1,200 was confiscated?

Additional comments from the player:

"For some reason I can’t reply you on the website They did confiscate my $1200 balance Also they payed some of my withdrawals I can’t say if the whole thing because I can’t access my account but my balance is there hostage and they refuse to pay it"

Thank you very much, AAlmeida, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I will now try to contact the casino and let them know about your issue.

Unfortunately, we haven't receive any respond from the casino. I'm really sorry but if we won't be able get any respond from the casino within the next 7 days, we will be froced to close the complaint as unresolved, which could lead to casino's rating reduction.

Dear Aalmedia,

We successfuly got in touch with the casino. We were informed by the casino that you were blocked on every Rival gaming platform and that's why is your account inactive. The casino informed us that your previous withdrawals were all paid out and your last deposit was played. As you were blocked globaly from Rival, there isn't much the casino can do in this case. I would recommend you to register in a different casino where this game provider isnt't available. Is there anything else we can help you with regarding this case?

I play on other rival casinos and I’m not blocked , that is a lie.

and even if that’s true just give me my balance and I won’t bother anymore

why are they keeping my balance for ?

Based on what the casino said all your previous withdrawals have been paid out and you have currently no balance on your casino account as you played it.

That is not true , I have a recording that proves them wrong and also emails were they said they would not give me my balance .

Dear Aalmedia,

Please provide us with every relevant proof you have. Send it to nikolas.b@casino.guru.

I had sent it before to petronela , I just sent it to you also with recordings.

this is ridiculous how can they say I played my balance if they just blocked me out of the blue

I will now contact the casino for further information.

Dear Aalmedia,

After consulting with the casino, I would recommend you to contact Rival provider as the casino claims that as their run their platform on Rival, there isn't anything they can directly do about you being blocked. Please let us know about your next steps.

They are lying , I’m not blocked by rival as I still actively play on many rival casinos

Dear AAlmeida,

Could you please send us any kind of proof that some of your Rival platform casinos are still working and you are able to withdraw from there?

I’ve just sent you an email

Dear AAlmeida,

I could not find any new e-mail from you. The last one is from date 28.4.2021. Please try to resend it to both addresses: nikolas.b@casino.guru and nikolas.b@guruadmins.com

I have sent it on last Friday

The first I sent it to Petronela

Thank you for the e-mail. I'll now contact the casino to run through the new evidence.

I'm going to write a definite statement soon regarding the case. The communication still persists with the casino and we are trying to come to the best solution.

At this point, we are still waiting for the casino to provide a definitive answer too. From our point of view, the player should be fully paid out as he did not break any term in this specific casino.

Dear Aalmeida,

I've been trying to get a definite answer from the casino regarding the case but since our decision was made they did not respond to me. Based on that, the complaint will be now closed as unresolved, which may also negatively affec the casino's rating. The casino can still contact us anytime if they wish to change their decision and the complaint will be reopened. I'm sorry that we could not help you this time with your issue but do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you.

Best regards,

Nick

Casino.guru