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Dear all,

I've used my Betospin account for both sports betting and casino games. It's been several weeks since I requested a withdrawal of my winnings, and I still haven't received the corresponding payment.

I want to emphasize that I have always cooperated with you, sending all requested documentation in a timely and complete manner, always complying with the platform's terms and conditions.

Therefore, I kindly ask you to proceed with the payment as soon as possible, as I believe my case is completely regularized and there is no reason for further delay.

I await your response and solution.

Sincerely

Estimados/as,

He utilizado la cuenta Betospin tanto para apuestas deportivas como para juegos de casino. Han pasado ya varias semanas desde que solicité el retiro de mis ganancias y todavía no he recibido el pago correspondiente.

Quiero recalcar que en todo momento he colaborado con ustedes, enviando de manera puntual y completa toda la documentación que se me ha solicitado, cumpliendo siempre con los términos y condiciones de la plataforma.

Por ello, les solicito amablemente que procedan al pago lo antes posible, ya que considero que mi caso está totalmente regularizado y no existe motivo para más demoras.

Quedo a la espera de su respuesta y solución.

Atentamente

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• Have you made any successful withdrawals before?
• Could you please clarify if you received any confirmation regarding successful verification?
• Did you accumulate your winnings with or without an active bonus?

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

Hello. Regarding the questions asked, I'll answer:

- It's my first retreat.

- I submitted all the required documentation for proper account verification and everything was validated.

- The earnings were without bonus.

Hola. En la relación a las preguntas formuladas, os respondo:

- Es mi primer retiro.

- Yo envié toda la documentación requerida para la correcta verificación de la cuenta y todo fue validado.

- Las ganancias fueron sin bono.

Thank you for your reply, Jorgecm99. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Jorgecm99,

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.

Hi, sorry for the delay. They've blocked my account and I can't access it. They tell me they've already refunded the deposit (they say they haven't given me the winnings), but I still haven't received anything.

Hola, perdona por la tardanza. Me bloquearon la cuenta y no puedo acceder. Ellos me dicen que ya han realizado el reintegro del depósito (las ganancias dicen que no me la dan) pero yo sigo sin recibir nada.

Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They told me I had broken the rules and that I had logged in with multiple accounts. I'd only logged in from my mobile device and PC, and that they were therefore forced to close my account.

The documentation I have provided is to verify my identity (ID and proof of address) and my deposit method.

Me dijeron que había infringido las reglas, que había entrado con multi cuentas. Yo solo he entrado desde mi dispositivo de móvil y de pc y que por ello se veían o obligados a cerrarme la cuenta.

La documentación que les he pasado es para verificar mi identidad (dni y comprobante de dirección) y mi forma de deposito.

Do I understand correctly that you are not aware of creating more than one account at this casino? Is there any chance that someone from your household or using the same IP address has also created an account here?

No one has created another account at that casino, nor has anyone in my household used the IP to create another account at this casino.

I already told you, I created an account and logged in from my mobile device and my PC, but I've never had multiple accounts. These are excuses.

Nadie ha creado otra cuenta en ese casino, ni nadie de mi hogar use la ip para crearse otra cuenta en este casino.

Ya te digo que yo me creè una cuenta y he entrado desde mi dispositivo móvil y desde mi pc, pero jamás ha habido multi cuentas. Son excusas.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Jorgecm99,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow. In the meantime, it appears that you have not yet shared any pertinent correspondence between yourself and the casino (such as emails, live chat transcripts, screenshots, etc.). Therefore, I kindly request that you do so at your earliest convenience and send it to me at michal.k@casino.guru

We would like to invite BetOspin Casino to join the conversation.

Dear BetOspin 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 and evidence directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

Hello. They say they've returned my deposit, but I've only received 100 of the 175. They also tell me they won't return my winnings, which are 190 euros.

Hola. Dicen que me han devuelto lo depositado pero solo me ha llegado 100 de 175. Y me dicen también que no me devuelven lo ganado que son 190 euros

Hello,

Following a thorough investigation of the customer’s account and betting activity, we have identified clear violations of our General Terms and Conditions, specifically Rule 4 and Rule 10.

Our review confirmed that the customer was connected to another account registered on our platform. Both accounts were involved in betting on fixed or suspicious matches, which is a direct breach of our rules and fair play policy.

As a result, the account was closed, and all winnings were voided in accordance with our Terms and Conditions. However, we have refunded the customer’s deposits, and an ARN (Acquirer Reference Number) has been provided so they can verify the refund with their bank.

Kind Regards,

BetOspin Casino

It's a great excuse not to give me my money back. I wasn't logged into another account, nor was I betting on rigged events.

I repeat that I logged into the same account from my mobile phone and from my PC.

As for betting on fixed matches, it's not even worth wasting time explaining anything. If you dominate small markets, you can make money.

Es una gran excusa para no devolverme el dinero. Ni estaba conectado a otra cuenta ni apostaba a eventos amañados.

Vuelvo a repetir que entraba a la misma cuenta desde mi móvil y desde mi pc.

Sobre lo de apostar a partidos amañados pues ni merece la pena perder el tiempo en explicar nada. Si dominas mercados pequeños de gana dinero.

Dear BetOspin Casino,

Kindly forward me the evidence supporting the alleged violations of your terms and conditions at michal.k@casino.guru or via Teams for an independent assessment.

Dear Michal,

We have sent an explanation with evidence to your email address.

Regards,

Betospin Team

You didn't send me any evidence to my email; you just closed the account and that's it. But I'm curious to see that evidence.

By the way, I'm still waiting for the refund of the deposit, the second part.

A mí correo no me mandasteis ninguna evidencia, simplemente cerraste la cuenta y ya esta. Pero tengo curiosidad por ver esas evidencias.

Por cierto, sigo esperando el reintegro de lo depositado, la segunda parte.

Thank you for the information and evidence provided, betOspin Casino Team.

Dear Jorgecm99,

The previous post was meant for me, not you.

Regrettably, after collecting and examining all the relevant information and evidence, we must reject this complaint as Unjustified due to a violation of the casino's terms and conditions – specifically, the existence of multiple accounts linked through the same device and similar gameplay. Every casino maintains a very strict policy regarding cases of multiple accounts, and the casino team has acted in accordance with its terms and conditions, which you agreed to when you registered your account, as previously communicated to you by the casino team through email.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know of the licensing authority decision should you opt for this route at michal.k@casino.guru.

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru