Savaspin Casino - Die Auszahlung des Spielers wurde einbehalten.

I am writing this complaint about SavaSpin Casino. (there is also another complaint of the same type for VinciSpin)

I won money at the casino and requested a withdrawal of 1000€ to my Luxon Bank IBAN account. The withdrawal was processed from the casino side, but my bank rejected the payment. Because of this, the money should have been returned back to my casino account.

However, the 1000€ was never added back to my casino balance.

I have clear proof from my bank, including my lifetime account statement showing that the payment was rejected. I also have an official "return to sender" confirmation from the bank. I sent all of these documents to the casino as evidence. Despite this, they refuse to accept the documents and will not return the 1000€ to my account.

I was able to verify my account and successfully withdraw the rest of my winnings to a different bank account without any issues. The only missing amount is this 1000€, which was rejected by the bank and should have been returned to my casino balance.

I am asking Casino Guru to please help me resolve this issue. I have provided all the necessary proof, and I believe the money should be returned to my casino account, as it was never received by my bank.

Thank you for your help.

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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.

• Have you made any successful withdrawals from this casino before?
• When exactly did you submit your withdrawal request of 1000€ from this casino?
• When exactly did you receive information that the transaction was rejected by your bank?
• Please forward me the communication between you and the casino customer support regarding the missing transaction 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

Hi Casino Guru,

Thank you for your reply.

Yes, i have made successful withdrawals from this Casino before. The problem was the same as Vincispin, I made a withdraw of 1000€ and my bank reject it on the 28th November 2025 as at that point my bank closed my account so my bank therefore returned the 1000€ back to the Casino via instant pay. The casino never added this back to my casino balance nor accept proof from my bank that they sent it back. They email a reply which is the same that they have not had it back and leave it like that really. 2598€ remaining balance has been paid to an alternative Iban of mine since but still missing 1k that they had back but will not admit they have it. I have emailed you the proof from my bank and the conversations with this casino group that they will not accept they have it.

Please forward me the communication between you and the casino customer support regarding the missing 1000€ transaction at veronika.f@casino.guru. These can be emails, screenshots, or chat transcripts. Thank you for your cooperation.

Hi Veronika,

All communication has already been sent to your email on the 9th of March.

The emails I forwarded contains all communication and attachments to proof that my bank has returned the 1000 EUR.

Please check if you have received my emails from the 9th of MArch

Hello BrickmanLee,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear BrickmanLee;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I reviewed the information provided in this case.

In your initial post, you wrote that you provided the casino with your lifetime bank statement, yet in your correspondence from February 20th to the casino, you made no remarks regarding this when this was requested.

• Could you please specify when the casino received your bank statement as evidence that the amount wasn't received in your bank account?
• In what format have you provided this information to the casino?
• When was the last time you were in contact with the casino support?

Thanks in advance for your reply and understanding.

Dear BrickmanLee,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of BrickmanLee. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. Player's message:

Sorry I was away can we open this complaint again.

Yes I am in talk with them. Only nothing so far maybe they can join here I provided them with all the proof.

Thanks for the explanation.

Could you please share any recent relevant communication you exchanged with the casino on the topic?

Send the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Dear BrickmanLee,

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.

Thanks for your patience.

Previously, you wrote in the thread that you provided the casino with your lifetime bank statement already. When have you provided it to the casino, please?

Is there any official confirmation from your bank that your bank account has been closed, when and for what reason?

Would you be able to share it with me, or any official communication from your bank to that effect?

Have you provided any similar evidence to the casino as well?

Looking forward to your reply.

Dear BrickmanLee,

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.

Yes they have everything they just keep asking for the same documents. can you get the manager here so we can sort it.

Thanks for your reply. I apologize for any misunderstanding.

My questions from over a month ago:

• Could you please specify when the casino received your bank statement as evidence that the amount wasn't received in your bank account?
• In what format have you provided this information to the casino?
• When was the last time you were in contact with the casino support?

Based on the email you sent, the casino requested a bank statement from you again. Kindly explain what you provided to the casino, when, and whether you heard back from the casino in any capacity.

Dear Tomas,

There was 2 documents sent to the Casino both in PDF from my bank. One was lifetime statement after my bank closed the account and the other was return to sender proof. I notified the Casino on the 9th December and since they say the 1000€ was not returned to them and it was. My bank rejected the payment from them, returned it back to them and closed my account because of all this. They have my money and will not add back to my Casino balance to withdraw.

Dear BrickmanLee,

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, Stefan (stefan.m@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,

Tomas

Dear BrickmanLee,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Savaspin Casino to join this conversation and assist in addressing the complaint.

Dear Savaspin Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello BrickmanLee,

We would like to inform you that, as per your request, the funds were forwarded to LuxonPay. We acknowledge your message stating that your bank account was closed and that Luxon has supposedly returned the funds to us. However, at present, the provider has not received any funds back, which is why the amount has not been credited to your account.

To enable us to investigate this matter further with the provider and clarify the status of the funds, we kindly ask you to provide the following:

• A bank statement covering the period from 27.11 to the present date

• If available, an official document confirming that Luxon has closed your account

You may submit these documents via email; please include "Casino Guru" in the subject line.

Thank you for your cooperation. We look forward to your response.

Kind regards,

Savaspin Casino

Dear BrickmanLee,

Could you please follow the casino's instructions and provide the requested documentation, including the bank statement covering the requested period and, if available, an official confirmation that your Luxon account has been closed?

I look forward to your response.

Dear Stefan and Savaspin,

I have contacted my bank and they have now sent me proof of account closure. I have attached on here and emailed as instructed.

Lee

Dear BrickmanLee,

Thank you for your response.

Could you please confirm whether you have also sent the requested bank statement to the casino's support team?

Please let me know once you have done so.

I look forward to your response.