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Good day! I requested a fund withdrawal on October 13, 2023. Ten days have now passed and my withdrawal has not been confirmed! The chat support continually repeats the same thing, that I just need to wait! My account is fully verified and has completed KYC! I believe the casino is intentionally delaying to avoid paying out my funds!

Доброго дня! Я замовив вивід коштів 13.10.2023. Минуло 10 днів і мій вивід коштів досі не підтверджено! Підтримка в чаті постійно повторює одне і те саме, що потрібно ще зачекати! Мій рахунок повністю верифікований та пройшов KYC! Я вважаю що казино навмисно затягує час щоб не виплачувати мені мої кошти!

Dear xray200,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I was blocked from playing in any of their sections. Slots, sports, casino. Everything is blocked. I fear for my money. They did not confirm the withdrawal of even $100. And in addition to this, there is $570 in the account. What do they want from me? They don't let you play, but at the same time they don't withdraw funds!

Мені заблокували можливість грати в будь якому їх розділі. Слоти, спорт, казино. Все заблоковано. Я боюсь за свої кошти. Вони не підтвердили зняття навіть 100$. А на рахунку ще крім цього 570$. Що вони від мене хочуть? Не дають грати, але в цей же час і не виводять кошти!

Good day! The amount these fraudsters stole from me is $670!!! They closed my account and didn't even refund my deposits!!! Dear Casino Guru, if you can, please help me to return at least some of my funds! And also all other players should know what scammers they are!!!

Доброго дня! Сумма яку у мене вкрали ці шахраї становить 670$!!! Вони закрили мій акаунт та не повернули мені навіть мої депозити!!! Шановні Казино Гуру, якщо можете допоможіть мені будь ласка, повернути хоть якусь частину своїх коштів! А також всі інші гравці повинні знати які це шахраї!!!

Thank you for your reply, xray200. Do I understand correctly that this is the only explanation from the casino you received and they didn't specify what exactly led to their decision? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

This is the only message I received from them. There are 14 different points. And how to understand it? They just sent me half of their rules!

Це єдине повідомлення від них яке я отримав. Там 14 різних пунктів. І як це зрозуміти? Вони просто переслали мені половину своїх правил!

Thank you very much, xray200, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Hi xray200,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Treasure Spins Casino to join this conversation and share more information regarding the case. Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Dear Thomas! Please note that not only did they take all my winnings, they even stole all my deposits from me!

Шановний, Томасе! Зверніть будь ласка увагу, що вони не те що забрали всі виграші, а навіть вкрали у мене всі мої депозити!

That's why I have edited the disputed amount.

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 xray200,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 you contact the Curacao Gaming Authority (complaints@curacao-egaming.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded.

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas