Savaspin Casino - Igrački nalog je zatvoren bez objašnjenja.

My account randomly gets banned and withdrawal is never processed. Chatted with support many times even after sucessfully completing the verification and after 5 days they come up with the excuse that they can forfeit my withdrawal and account without proper reasoning.Hope you could give me a hand and get at least the proper explanation for the account closure and forfeited withdrawal if they still refuse to pay it out.

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Dear C1llo,

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.?
• Could you let me know which verification documents you have already sumittted 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

Petra

I have played live games and slots. For the live games Im not sure what I have played but it was either baccarat,roulette or bac bo. For the documents, I did the Identity verification,proof of deposit, proof of ownership of the crypto address. All the winnings were accumulated without using the bonus. Not sure if the bonus was activated or not.

Dear C1llo,

Thank you for your reply and for providing the previous details.

• Could you please confirm the exact date when you submitted your most recent verification document? Additionally, can you provide the date when your account was last blocked?
• Have you submitted all the required documents promptly, in the correct format, and within the specified timeframe?
• Have you received any further communication from the casino regarding your account status since your last interaction with support?

If you have any additional communication, please feel free to share it. You can send all relevant documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Thank you again for your cooperation.

I don't remember exactly when I submitted my last verification document but I know for sure it got approved 100%. After I requested my withdrawal again(around 5th of march) my withdrawal was pending for a while. I was contacting support almost every 2 days and they were just saying that there's some internal holds but will be processed soon. On a random day my account gets disabled and I can't log in anymore to see my status of my withdrawal, so I was just contacting support asking for updates. The last time I talked to support was on the 10th of March they officially confirmed my account is disabled and my funds are forfeited. I will attach the last chat below. All documents were provided as required and approved. After we chatted on the 10th of March I didn't bother fighting with them anymore so I came straight here.

Dear C1llo

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 Mirka (miroslava.d@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,

Petra

Dear player,

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

Dear Savaspin Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear C1llo,

Your account has been closed and winnings confiscated due to breach of our Terms and Conditions, specifically Clause 12.1, which states:

"The company has a strict anti-fraud policy and uses various anti-fraud tools and techniques. If the player is suspected of fraudulent activity, including but not limited to: participating in collusion of any kind with other players; fraudulent acts against other online players casinos or payment providers chargeback transactions with a credit card, or denial of some payments made creating two or more accounts other types of cheating or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player, delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements, leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed, playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure."

Dear Mirka,

We have sent you an email with further information.

Please review it at your earliest convenience.

Kind regards,

Savaspin Casino

Dear C1llo,

Could you please clarify, in which country you reside, and send me an identity verification document, that would confirm it?

I am an immigrant living in Ireland. However, I don't have any Identification document from Ireland besides a government letter issued and an utility bill. I used my Indonesian ID to verify on the casino. I will send the utility bill and the ID to your email now.

Dear C1llo,

I am extending the timer since I need to discuss the issue internally. I will notify you, if there are any updates.

Dear Savaspin Casino,

I sent you an email. Please check your inbox.

Thank you.

Dear Mirka,

We have mailed you again, please review at your convenience.

Kind regards,

Savaspin Casino

Dear Savaspin Casino,

I will be waiting for the requested information.

Dear Mirka,

We have mailed you again in a new thread some time ago, please review at your convenience.

Kind regards,

Savaspin Casino

Dear Savaspin Casino,

I've sent you an email.We would greatly appreciate it if you could provide clarification and evidence if needed at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient clarification and evidence in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mirka,

We have replied to your mail with further clarification and evidence, please check it when you can. Thank you for your time.

Kind regards,

Savaspin Casino

Dear C1llo,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

Hello C1llo,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear C1llo,

The evidence provided by the casino suggests, that casino acted in accordance with their Terms and Conditions by closing your account and confiscating winnings.. We have reasonable grounds to believe, you engaged in game strategies that fall under the prohibited behavior. Apart from the casino's security team, the game provider confirmed it in an independent security review.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Mirka