SpinGrande Casino - Die Gewinne des Spielers wurden eingezogen.

Hi, I have a problem with this mess.

On April 19th I received an exclusive promotion from this casino which consisted of a 100% bonus up to €200 with 0 wagering, so it basically went into my real balance after one spin:

So far, so good. I deposited and played around €1200 on Pragmatic and Hacksaw slots, managed to make a few wins, and reached a balance of €504.83.

To withdraw money, I was asked to upload my documents and verify my account. I submitted all the documents, and on April 22nd, my account was verified.

At this point I requested a withdrawal, but to my great surprise, even though my entire balance was withdrawable, they only let me withdraw €304.83:

So I requested a withdrawal of €304.83, €10 was deducted as a "withdrawal fee," and I received the remaining €294.83 via bank transfer.

The problem is that after receiving my withdrawal, the remaining €200 disappeared from my balance.

Since that €200 was no longer a bonus but had already become withdrawable balance for some time (as you can see in the screenshot above), I believe the casino acted unfairly by deducting it from my balance and I would like it to be withdrawn like the rest of my balance.

I hope you can help me solve this problem.

Salve, ho un problema con questo casino.

Il 19 Aprile ho ricevuto una promozione esclusiva da questo casino che consisteva in un bonus del 100% fino a 200€ con wagering 0 di scommessa, quindi in pratica andava già nel saldo reale dopo uno spin:

Fin qui tutto bene, ho depositato, giocato circa 1200 euro sulle slot pragmatic e hacksaw, sono riuscito a fare qualche vincita e raggiungere 504.83€ di saldo.

Per prelevare mi è stato chiesto di caricare i miei documenti e verificare il conto. Ho inviato tutti i documenti e il 22 Aprile mi hanno verificato il conto:

A questo punto ho richiesto il prelievo, ma con mia grande sorpresa nonostante tutto il mio saldo fosse prelevabile, mi facevano prelevare solo 304.83€:

Dunque ho richiesto il prelievo di 304.83€, 10€ sono stati dedotti come "commissione di prelievo", i restanti 294.83€ li ho ricevuti tramite bonifico.

Il problema è che dopo aver ricevuto il mio prelievo, i restanti 200€ sono scomparsi dal mio saldo.

Dato che quei 200€ non erano più bonus ma erano diventati già saldo prelevabile da tempo (come potete vedere nello screenshot sopra), ritengo che il casino si sia comportato in maniera scorretta deducendoli dal mio saldo e vorrei che mi vengano fatti prelevare come il resto del saldo.

Spero possiate aiutarmi a risolvere questo problema.

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 your complaint. I’m sorry to hear about your negative experience with SpinGrande Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you have access to your player's account? Can you log in?
• Have you contacted casino support and asked for an explanation as to why the winnings were removed? What response have you received?
• Send emails or chat transcripts of your interaction with the casino regarding the issue to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas