North Spin Casino - Учетная запись игрока закрыта, а вывод средств задерживается.

I created an account at this casino, and it’s turning out to be the worst experience of my life!

I deposited €650 and played. I won €2,000.

Whenever I try to withdraw the money, they keep canceling my withdrawal without any explanation!

I’ve been waiting for 15 days, with cancellations for no reason and no explanations.

They send generic responses and don’t care.

I’m attaching some screenshots of the conversations and the pending withdrawal!

They closed my account for no reason!

DO NOT play at this casino—it’s a scam, and you’ll never see your money again!

Fiz uma conta neste casino e está a ser a pior experiência da minha vida!

depositei 650€ e joguei. Ganhei 2000€.

ao tentar levantar o dinheiro, cancelam-me sempre o levantamento sem qualquer justificação!

estou há 15 dias à espera, com cancelamentos sem razão e sem explicações.

enviam respostas tipo e não querem saber.

anexo alguns prints das conversas e do levantamento pendente!

fecharam-me a conta sem motivo!

NAO joguem neste casino, é uma fraude e nunca mais verão o vosso dinheiro!

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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 problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hi,

I played Aviator and Andar Bahar.

I didn't use any bonuses.

My account was fully verified right from the start, and the casino confirmed this, as shown in the screenshot I sent!

I’ve already exchanged hundreds of emails with them, and the response is always the same: that I have to wait.

But it’s been 15 days now, and lately they’ve stopped responding.

Olá,

Joguei Aviator e Andar Bahar.

nao utilizei bónus.

a minha conta foi totalmente verificada logo no início e o casino confirmou isso conforme print que enviei!

já troquei centenas de e-mails com eles a resposta é sempre a mesma, que tenho de aguardar.

mas já passaram 15 dias e ultimamente deixaram de responder.

Thank you for your response.

I would greatly appreciate it if you could confirm whether you have received any communication from the casino via email regarding the reason for your account being blocked. If you have received such communication, could you kindly forward it to me? You can send it to my email at [email protected].

I look forward to your reply.

Hello, they didn't say why they closed the account. They did it after I won the prize and insisted on the withdrawal several times.

Now they keep saying I have to wait for the withdrawal.

It’s been more than 20 days.

They’re unlawfully withholding the money.

I’m going to forward the emails.

Olá, não disseram porque motivo fecharam a conta. Fizeram-no depois de ganhar o prémio e insistir no levantamento por diversas vezes.

Agora continuam a dizer que tenho de esperar pelo levantamento.

Já passaram mais de 20 dias.

Estão a reter o dinheiro ilicitamente.

Vou reencaminhar os emails.

Hello,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

The casino keeps sending the same message over and over and still won't give me my money.

O casino continua a enviar sempre a mesma mensagem e a não me dar o meu dinheiro.

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, Barbora ([email protected]). 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,

Attila

Okay, thanks! I haven't received my money yet.

Ok obrigado! Ainda não recebi o meu dinheiro

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite North Spin Casino representative to join this conversation.

Dear North Spin Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

Why give this casino—which we already know is a scam—any more time?

Para que dar mais tempo a este casino que já percebemos ser uma burla?

Dear player,

I understand your frustration. I have contacted the casino directly regarding your case and am currently waiting for their response.

I’ll update you here as soon as I hear back from them.

Thank you for your patience.

My question is: if a casino doesn't respond within 7 days, do they get another 7 days to respond, and nothing happens?

Do casinos disrespect customers and Casino Guru, and nothing happens?

This casino is a scam!

A minha dúvida é: se um Casino não responde em 7 dias, dão-lhe mais 7 para responder e nada acontece?

os casinos desrespeitam o cliente e o casino guru e nada acontece?

este casino é uma burla!

No, they won’t get another 7 days after this.

The casino has 14 days in total to respond. If they don’t reply within that timeframe, we’ll close the complaint as unresolved, which will negatively affect their rating.

I understand your frustration, and I’m also waiting for their response.

Has the time run out, and do you still recommend this casino?

Do they engage in fraud?

This casino deserves a zero rating!

They don’t even respond to you! What about my money?

I played at this casino on Casino Guru’s recommendation—are you guys going to give me my money?

Já acabou o tempo e o casino continua recomendado por vocês?

promovem fraudes?

este casino tem de levar pontuação zero!

nem sequer vos responde! O meu dinheiro?

Joguei neste casino por recomendação do casino guru, vão ser vocês a dar me o meu dinheiro?

Dear player,

We have tried to contact the casino repeatedly, but unfortunately, we have not received any response from their side. I’m afraid there is not much more we can achieve without the casino’s cooperation.

For this reason, I will now mark the complaint as unresolved in our system. This will negatively affect the casino’s Safety Index on our website. I understand this is not the outcome you were hoping for, especially as you are still waiting for your money, and I’m sorry we could not get the casino to cooperate.

If the casino decides to respond at a later stage, we can reopen the complaint and continue working on it. You will be notified by email if this happens.

As a next step, I recommend contacting the Tobique Gaming Commission directly and submitting your complaint to them. You can usually find the relevant authority/complaint link through the casino’s website or its licensing information.

If you receive any response from the casino or the authority, please feel free to send it to me at [email protected], and I’ll be happy to take a look.

I’m sorry we couldn’t do more in this case, and I genuinely hope you are able to recover your funds.

Best regards,

Barbora