SPN99 Casino - Выигрыш игрока был конфискован.

I made a $30 deposit and redeemed 10% bonus $3, so I had a total of $33 to play with. I won $1192.50 fairly and correctly. The casino has forfeited my winnings on the basis that there’s "suspicious betting behaviour". They’ve refunded my initial $30 deposit. I did nothing wrong and they won’t even give me a reasonable explanation (they keep repeating themselves that it’s "suspicious betting behaviour"). They are wrong because I did nothing wrong and I’m entitled to my winnings. I have the screenshot of the live chat but it doesn’t fit here. Please help me, I really need this money. I can send all relevant screenshots if you need. They will show you the conversation/scam.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spn99.

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

• Is your player's account accessible to you? Can you log in?
• What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports)
• Have you made any previous payout of winnings in the casino?
• Have you passed account verification? When? Which documents were you asked to provide during the process?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts 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

Dear sopia16,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of sopia16. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (sensitive information removed):

with regards to your questions above:

A) yes, my player account is accessible to me & I can log in.

B) game played: Jili2: Charge Buffalo 3

C) no, I haven’t made any payouts from this casino previously, but I have from other casinos under their umbrella company - SK Gaming (Australia)

D) There was no account verification, I just had to provide my payID details upon signup and my deposit was made from the same account I used for my payID (this is one of those payID casinos that pays out winnings instantly (within an hour of withdrawal) to your payID).

E) I made a $30 deposit (via payID) and redeemed a 10% bonus, so I received a total of $33 to play with.

F) I’ll send you the screenshots of all my communications with the casino to your email address.

Thanks for your reply.

We'll have a look at the option to change your email address associated with your casino.guru user account. If possible, don't create any new accounts using the desired email.

Kindly respond to my email [email protected] from your new email address, referring to your complaint here, and we'll change it to a new one you may use.

Thanks in advance for your cooperation.

Dear sopia16,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.