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I first registered and played on the casino site around November 8th.

I was able to use the bonus to play slots and win.

I was able to withdraw the money after clearing the wagering requirements based on the bonus conditions.

At that time, the entire amount was confiscated without even making the first withdrawal.

I was not asked to provide any authentication and I did not violate any rules, but it was confiscated, so I feel that this is an unfair treatment and will submit it here.

11月8日頃にカジノサイトに始めて登録してプレイさせて頂きました。

ボーナスを使用してスロットをプレイして勝利する事ができました。

ボーナスの条件に基づき賭け条件もクリアして出金させて頂きました。

その際初回の出金もされる事なく全額没収されました。

認証を求められる事もなく規約の違反もしていないのに没収されたので不当な対応だと思いコチラに提出させて頂きます

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.

Dear takatsuruman,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with PartySpins Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Can you please share the bonus link you are referring to?
• Have you been asked to pass the KYC verification, please?
• Do I understand correctly that your account is blocked?

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

Best regards,

Katarina

Can you share the bonus link you mention?

I can't go inside so I'll post a picture.

Have you been asked to pass KYC verification?

There's no verification whatsoever.

Am I correct in understanding that your account has been blocked?

Yes, it's blocked

あなたが言及しているボーナスリンクを共有していただけますか?

中に入れないので画像貼っておきます。

KYC 検証に合格するように求められましたか?

何も検証はきてないです。

あなたのアカウントがブロックされていると理解してよろしいでしょうか?

はい、ブロックされてます

Dear takatsuruman,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Please forward the emails in their proper email format.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I have submitted the transaction.

やり取りを提出させて頂きました。

Dear takatsuruman,

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 (peter.c@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,

Katarina

Hello there,

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

I would now like to ask PartySpins 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 takatsuruman,

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 would recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website; however, the casino doesn't display the validator on their site most likely in an attempt to prevent players from escalating their complaints. I am sorry I could not be of more help on this occasion.

Best regards,

Peter