SpinGrande Casino - Выигрыш игрока был конфискован.

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in the screenshot above), I believe the casino acted unfairly by deducting it from my balance and I would like it to be withdrawn like the rest of my balance.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 [email protected], 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

HI,

• yes, I can log in to my account
• Customer service told me that those 200 euros were "casino credit" and therefore it is normal that they were removed... honestly I think it is not fair given that I replayed my entire balance twice and that bonus had a wagering of 0 as they had advertised it, among other things it was also shown as a withdrawable balance so it really does not make sense that a part of the balance is removed upon withdrawal.
• I only contacted them via chat and they told me what was written above, I don't have a transcript

Ciao,

• sì, riesco ad accedere al mio account
• l'assistenza mi ha detto che quei 200 euro erano "credito del casino" e quindi è normale che siano stati rimossi... sinceramente penso che non sia giusto dato che ho rigiocato tutto il mio saldo 2 volte e quel bonus aveva wagering 0 da come l'avevano pubblicizzato, tra l'altro risultava pure come saldo prelevabile quindi non ha proprio senso che mi venga rimosso al prelievo una parte del saldo
• li ho contattati solo in chat e mi hanno detto quanto scritto sopra, non ho una trascrizione

Thanks for your reply.

Kindly forward the original bonus offer you received to my email [email protected] for review.

Thanks in advance for your cooperation.

I forwarded the bonus email to the email address you indicated.

My email is [removed by casino.guru admin]

Ho inoltrato la mail del bonus alla mail da te indicata.

La mia email è [removed by casino.guru admin]

Dear Spaffle,

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 ([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,

Tomas

Hello there,

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

I would now like to ask SpinGrande Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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 Spaffle, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello everyone, my name is Matej and I will be taking this complaint over from my colleague Peter. I have familiarised myself with this issue, and will do my best to help the mediation process to move towards successful resolution.

I have contacted the casino representative according to my colleague's handover, and will post an update as soon as I hear back.

Is there anything new yet?

Non c'è ancora nessuna novità?

Dear Spaffle, I have been contacted by the casino representative, confirming that the missing 200€ is due to the bonus amount being non-withdrawable (aka "sticky bonus"). You have been informed about this fact via live chat, when you inquired about the missing money deducted during the withdrawal.

I have responded to the casino with recommended solution, and will post an update as soon as I hear back.

Dear Spaffle, after communication with the casino representative regarding your situation, the SpinGrande Casino will be crediting you with the previously witheld 200 EUR. This should happen within the next 48 hours.

Please, let me know once you receive the credit and whether you are happy about this outcome. If you have any further questions, I will do my best ot answer them as well.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Spaffle,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej