Treasure Spins Casino - プレイヤーの賞金は没収されました。

The casino confiscated 520 BRL from my balance after using free spins bonuses and I have not received any satisfactory response about the reasons for this. They only sent me an automatic email that does not explain the real reason for the theft.

O cassino confiscou 520 BRL de meu saldo após usar bônus de giros grátis na casa e não recebi nenhuma resposta satisfatória sobre as razões disso. Me enviaram apenas email automático que não explicam o real motivo do roubo.

Dear Snorfs,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please send me the exact link or a screenshot of the free spin bonus you played with?

Did you play with one bonus only, or did you activate several free bonuses in a row?

Have you made any deposits to this casino before?

Have you received any emails from the casino after your winnings were confiscated? If so, kindly forward them to me at veronika.f@casino.guru.

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

It was similar to this one with the same conditions, but it is no longer available because it was a bonus from the casino's Christmas calendar. I emailed it to you

Foi semelhante a este com as mesmas condições, porém, ele já não está mais disponível porque era um bônus do calendário de Natal do cassino. Enviei por email para você

Thank you for your email.

Have you used any VPN or IP-masking software to access your casino account?

Could you please specify if you passed the full KYC verification?

Did you have to deposit to obtain the bonus you activated and played with? Did you finish wagering the bonus in time?

I've never used a VPN or masked my IP.

Yes, the KYC has been complete for months and I used the deposit bonus in this case and closed the rollover correctly. They just don't explain why they confiscated my winnings. I played Sweet Bonanza and several other games honestly.

Nunca usei VPN nem mascarei meu IP.

Sim, o KYC está completo faz meses e eu usei bônus de depósito neste caso e fechei o rollover certinho. Eles, simplesmente, não explicam porque confiscaram meus ganhos. Joguei Sweet Bonanza e vários outros jogos honestamente.

Thank you very much, Snorfs, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 Snorfs,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Snorfs,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Treasure Spins Casino to join the conversation.

Dear Treasure Spins Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@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 Snorfs,

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.

If you want to take your complaint further, you can submit a complaint to the Curaçao Gaming Control Board (GCB) via this contact form. Although GCB does not officially handle disputes between players and gaming operators, they might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

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

Best regards,

Michal

Casino Guru