SpinsBro Casino - プレイヤーのアカウントは理由なく閉鎖されました。

When I requested a withdrawal, my account was suddenly closed without any explanation.

I used the bonus I deposited to play, and when I requested a withdrawal, I received this kind of response. I feel this is an unfair account closure and am filing a complaint.

出金を申請した際に、理由を明示されることもなく、突然アカウントを閉鎖されました。

入金したボーナスを利用してプレイして、出金を申請した際にこのような対応をされたことに対して、不当なアカウント閉鎖と感じ、クレームを提出します。

Dear easygoinglife0125,

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. 

• Could you please advise which games you played - slots, live casino, sports betting, etc.?
• Was your account verified?
• Do I understand correctly that this was the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

・Played slots and table games.

I can't check your account because I can't log in.

-This is the only explanation.

・スロットとテーブルゲームをプレイしました。

・アカウントはログイン出来ないため、確認出来ていません。

・唯一の説明です。

Thank you very much, easygoinglife0125, for your cooperation. 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, easygoinglife0125,

I am sorry to hear about your trouble and apologize for the delay. 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 SpinsBro Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Have disputed winnings been confiscated?

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?

Feel free to send the necessary details and supporting 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.

Good day everyone!

After a deep investigation, we would like to clarify the situation: from today player's account will be reopened for the possibility of withdrawal or withdrawal of funds will be made without reopening the account.

After successful withdrawal, the player account will be closed.

Best regards,

SpinsBro Casino Team.

I can't log in to my account.

アカウントにログイン出来ません。

Hello yamato0016!

Please try it once again account should be opened and your winnings should be on your balance.

Best regards,

SpinsBro Casino Team.

Your withdrawal has been completed.

Problem solved.

Thank you everyone.

出金が完了しました。

問題は解決です。

皆様ありがとうございました。

Thank you, yamato0016, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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.

Thank you, SpinsBro Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru