Savaspin Casino - Das Spielerkonto wurde geschlossen und das Guthaben eingezogen.

Complaint title:

Unjustified account closure and confiscation of funds (including deposits) by Savaspin – Report ID: C5KD3U

Content of the complaint:

​Case description:

On February 24, 2026, my Savaspin casino account was blocked while I was attempting to withdraw funds. After contacting customer support (chat with operator Rafael), I was informed that the account had been closed by "administrative decision" with no possibility of reopening it.

In subsequent emails, the support team (Priscilla, then Alie) informed me that my account had been closed and my winnings confiscated due to an alleged violation of section 12.1 of the Terms and Conditions. However, the casino did not provide any specific evidence of my wrongdoing, limiting itself to a general quotation from the Terms and Conditions and stating that the decision was final and did not need to be substantiated.

Key facts:

​Total amount on account: PLN 3,000.

Nature of funds: PLN 1,500 of this amount are my direct deposits (made in three transactions), not bonus winnings.

Casino's position: The company refuses to provide a substantive explanation of the decision, citing its right to unilaterally close an account.

My demands:

Explanation: I request that you identify the specific behavior that allegedly violated section 12.1 of the Terms and Conditions. In my opinion, making general references to an "anti-fraud policy" without providing evidence is unlawful.

​Refund of deposits: I request the immediate return of my capital in the amount of PLN 1,500, as these funds do not constitute winnings, but are my private money that I deposited into the account.

Decision Review: I request mediation to determine whether Savaspin Casino's actions in confiscating my own deposits are in accordance with applicable industry standards.

​I am attaching the full chat history with the operator and all email correspondence with casino representatives (Rafael, Priscilla, Alie).

​Sincerely,

Milosz W.

Tytuł skargi:

​Nieuzasadnione zamknięcie konta i konfiskata środków (w tym depozytów) przez Savaspin – ID zgłoszenia: C5KD3U

​Treść skargi:

​Opis sprawy:

W dniu 24 lutego 2026 r. moje konto w kasynie Savaspin zostało zablokowane w momencie, gdy próbowałem zlecić wypłatę środków. Po kontakcie z obsługą klienta (czat z operatorem Rafaelem) zostałem poinformowany, że konto zostało zamknięte na mocy "decyzji administracyjnej" bez możliwości jego ponownego otwarcia.

​W późniejszej korespondencji e-mail zespół wsparcia (Priscilla, a następnie Alie) poinformował mnie, że moje konto zostało zamknięte, a wygrane skonfiskowane z powodu rzekomego naruszenia punktu 12.1 Regulaminu. Kasyno nie wskazało jednak żadnych konkretnych dowodów na moje przewinienia, ograniczając się do ogólnego cytatu z regulaminu oraz stwierdzenia, że decyzja jest ostateczna i nie musi być uzasadniona.

​Kluczowe fakty:

​Całkowita kwota na koncie: 3000 PLN.

​Charakter środków: 1500 PLN z tej kwoty stanowią moje bezpośrednie depozyty (wpłacone w trzech transakcjach), a nie wygrane bonusowe.

​Stanowisko kasyna: Firma odmawia merytorycznego wyjaśnienia decyzji, powołując się na prawo do jednostronnego zamknięcia konta.

​Moje żądania:

​Wyjaśnienie: Domagam się wskazania konkretnego zachowania, które rzekomo naruszyło punkt 12.1 Regulaminu. Ogólne powoływanie się na "politykę zwalczania oszustw" bez przedstawienia dowodów jest w mojej ocenie bezprawne.

​Zwrot depozytów: Wnoszę o niezwłoczny zwrot mojego kapitału w wysokości 1500 PLN, gdyż środki te nie stanowią wygranej, lecz są moimi prywatnymi pieniędzmi, które wpłaciłem na konto.

​Weryfikacja decyzji: Proszę o mediację w celu ustalenia, czy działania kasyna Savaspin w zakresie konfiskaty moich własnych depozytów są zgodne z obowiązującymi standardami branżowymi.

​W załączeniu przekazuję pełną historię czatu z operatorem oraz całą korespondencję e-mail z przedstawicielami kasyna (Rafael, Priscilla, Alie).

​Z poważaniem,

Miłosz W.

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,

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

• What types of games did you play at this casino to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?

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

Thank you for your reply. Below are the answers to your questions:

What I played: I played both slots and bet on sports.

Bonuses: I accumulated funds using a bonus, but at the time of requesting a withdrawal I did not have any active bonus in my account.

KYC Verification: Yes, I passed full KYC verification and my account was fully verified by the casino before the withdrawal issues occurred.

VPN: I did not use any VPN software or IP masking tools. I only logged in using my real IP address.

IP/Account Sharing: It is not possible for anyone else in my household or using the same internet connection to create an account at this casino. I am the sole user of the account.

I reiterate that I am most concerned about the confiscation of my own deposits (PLN 1,500), which do not come from bonus winnings. Please help me resolve this matter with the casino."

Dziękuję za odpowiedź. Poniżej udzielam odpowiedzi na zadane pytania:

W co grałem: Grałem zarówno na slotach, jak i obstawiałem zakłady sportowe.

Bonusy: Środki zgromadziłem przy użyciu bonusu, jednak w momencie zlecenia wypłaty nie posiadałem żadnego aktywnego bonusu na koncie.

Weryfikacja KYC: Tak, przeszedłem pełną weryfikację KYC i moje konto zostało w pełni zweryfikowane przez kasyno jeszcze przed wystąpieniem problemów z wypłatą.

VPN: Nie korzystałem z żadnego oprogramowania VPN ani narzędzi maskujących IP. Logowałem się wyłącznie ze swojego realnego adresu IP.

Współdzielenie IP/Konto: Nie ma możliwości, aby ktokolwiek inny z mojego gospodarstwa domowego lub korzystający z tego samego łącza stworzył konto w tym kasynie. Jestem jedynym użytkownikiem konta.

Ponownie podkreślam, że najbardziej niepokoi mnie konfiskata moich własnych depozytów (1 500 PLN), które nie pochodzą z wygranych bonusowych. Proszę o pomoc w wyjaśnieniu tej sprawy z kasynem."

Dear MRWPOLAND

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello MRWPOLAND,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Savaspin Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account blocked and funds confiscated? Please provide us with any evidence pertaining to this case at martin.l@casino.guru.

Thank you in advance for providing us with your view of the issue.

Dear MRWPOLAND,

We regret to inform you that your account has been closed and any associated winnings have been confiscated due to a breach of our Terms and Conditions. Specifically, this action has been taken in accordance with Clause 12.1, which states:

"The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players, fraudulent actions against other online casinos or payment providers, chargeback transactions with a credit card, or denial of some payments made, creating two or more accounts, other types of cheating or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player, delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements, leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed, playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure."

Dear Martin,

We have sent you an email with additional information. Please review it at your earliest convinience.

Best regards,

Savaspin Casino

Dear casino representative,

thank you for providing us with explanations of the casino's actions. I have sent you an additional e-mail.

Dear Martin,

We have provided a response to your inquiry.

Best regards,

Savaspin Casino

Dear casino representative,

thank you for your response.

Dear MRWPOLAND,

After a review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The available information shows that you interrupted an active game round and returned to it only after crediting your account with real money funds from a sports bet cashout. By doing so, you changed the nature of the ongoing round, allowing winnings originally generated from bonus funds to be credited as real money. This practice, known as delaying a game round, is considered a breach of the casino’s Terms and Conditions, as it creates an unfair advantage.

As a result, we consider the casino’s decision to confiscate all funds justified.

For future reference, I strongly recommend completing game rounds without interruption, especially when playing with bonus funds. I understand this is not the outcome you were hoping for, but based on the evidence, we are unable to reach a different conclusion.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution in this instance. If you encounter any other issues in the future, please don’t hesitate to reach out to our Complaint Resolution Center.

Best regards,

Martin