SpinTexas Casino - Das Spielerkonto wurde geschlossen und das Guthaben gesperrt.

They simply blocked my account.

When I wanted to withdraw €100.

I received an email stating that I had supposedly tried to verify my identity with forged documents!

I sent them everything directly that proves, up to €100, that the person and the address are real and that I also exist!

However, this is ignored.

The email is attached.

However, they are based on having made that decision!

What now? All the documents were genuine.

Die haben mir einfach mein Konto gesperrt.

Als ich 100€ auszahlen wollte.

Ich bekam eine Email das ich angeblich mich mit gefälschten Dokumenten Verifizieren wollte!

Ich hab den direkt alles geschickt das zu 100€ Beweist das die Person und die Adresse echt ist und ich auch existiere!

Jedoch wird dies ignoriert.

Im Anhang findet man die Email

Jedoch beruhen die darauf so entschieden zu haben !

Was nun ? Alle Dokumente waren echt

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.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you attempted to complete verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Only slot machines, Big Bass Vegas

I uploaded my documents, but he simply blocked my account with the lie that they were fake.

Bonus was successfully redeemed

And blocked after withdrawal attempts.

Nur Spielautomaten big bass Vegas

Ich habe meine Dokumente hochgeladen aber er hat einfach mein Account gesperrt mit der lüge die sind gefälscht

Bonus wurde erfolgreich umgesetzt

Und nach auszahlversuche gesperrt

Thank you very much for your reply, Xaresares. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Any more infos now?

Dear Xaresares,

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, Peter (peter.c@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,

Kristina

Hello there,

Thank you Xaresares for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SpinTexas Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and winnings were confiscated.

Thank you!

Okay, thanks. Let me know if you need anything else.

Ja okay danke. Melde dich falls du noch was brauchst

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 Xaresares,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their 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. In the meantime, I recommend that you contact the Anjouan Gaming Authority and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so through the validator on the casino website. Please let me know if you need help with submitting the complaint or how they responded, if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter