GreatSpin Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

SCAM CASINO – GREATSPIN CASINO STEALS PLAYER FUNDS.

GreatSpin Casino confiscated my balance after I fully completed their verification process and provided every single document they requested. This casino operates dishonestly and should not be trusted with your money.

I deposited, played normally, and requested a withdrawal. As soon as I tried to withdraw my winnings, they started an endless KYC verification process designed to delay payment.

I fully cooperated and provided everything they asked for:

* ID documents

* Proof of address

* Selfies

* Handwritten verification photos

* Additional explanations regarding my account

Their support team repeatedly confirmed that my documents were valid and accepted. Despite this, they continued delaying the withdrawal, and after yesterday contacting with the chat asking for explanations, i today received email where they told me they suddenly closed my account and confiscated all my funds using vague accusations and generic Terms & Conditions clauses, without providing any real proof of wrongdoing.

All information and documents I submitted were genuine and belonged to me personally. What makes this even worse is that they only claimed there was supposedly an issue after it was time to pay out. Deposits were accepted immediately, but when it came to withdrawals, they suddenly decided to keep the money.

This is not normal casino behavior. In my opinion, GreatSpin Casino is a scam operation that uses endless verification requests and vague accusations as an excuse to avoid paying players and steal balances.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play at this casino? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus?
• Did you successfully pass the KYC verification before your account was blocked?
• Please forward me the email you received from the casino after your account was blocked at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I answer the questions:

What kind of games did you play at this casino? Were they slots, live casino games, or sports betting?

Live casino games were the main attraction. There were also slots and, to a lesser extent, sports betting.

Did you accumulate your earnings with or without the bonus?

No bonus

Did you successfully complete KYC verification before your account was blocked?

Yes. I sent all the requested documents, and there were quite a few.

Respondo las preguntas:

¿Qué tipo de juegos jugaste en este casino? ¿Eran tragamonedas, juegos de casino en vivo o apuestas deportivas?

Sobre todo casino en vivo. También hubo tragamonedas y en menor medida apuestas deportivas

¿Acumulaste tus ganancias con o sin bono?

Sin bono

¿Superaste con éxito la verificación KYC antes de que bloquearan tu cuenta?

Sí. Envié todos los documentos solicitados, que no fueron pocos.

Thank you for your response and for your email. I have reviewed the message you received from the casino, and I have a few additional questions:

• Could you please confirm that you are at least 18 years of age?
• Have you completed your personal profile using accurate personal information that matches the details on the identity documents you submitted to the casino?
• Additionally, could you please forward the documents you provided to the casino for account verification to veronika.f@casino.guru?

I appreciate your time and cooperation.

Can you confirm that you are at least 18 years old?

It's obvious that it is.

Have you completed your personal profile using accurate personal information that matches the details on the identity documents you submitted to the casino?

Yeah

Additionally, could you send the documents you provided to the casino for account verification to veronika.f@casino.guru ?

SENT

¿Podría confirmar que tiene al menos 18 años de edad?

es evidente que sí

¿Has completado tu perfil personal utilizando información personal precisa que coincida con los datos de los documentos de identidad que presentaste al casino?

sí

Además, ¿podría enviar los documentos que proporcionó al casino para la verificación de la cuenta a veronika.f@casino.guru ¿

ENVIADO

Dear MLIG

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 (barbora.p@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,

Veronika

Dear player,

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

Dear GreatSpin Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

Thank you for your patience.

Please be informed that the case is currently under detailed review as we work to collect and verify all relevant information required to provide you with a complete response. We take matters of this nature very seriously and are handling the review with the utmost care and in line with applicable standards.

We appreciate your understanding and will share an update with you as soon as possible.

Best regards,

GreatSpin Team

Hello,

Thank you for your response and for the update.

I understand that the case is currently under review. Once your investigation is complete, could you please provide a detailed explanation of your findings and the reasons for the account closure and balance confiscation?

If there is any relevant evidence that cannot be shared publicly, you are welcome to send it directly to me at barbora.p@casino.guru for independent review.

Thank you for your cooperation. I look forward to your update.