Spin Fever Casino - Povlačenja igrača su odbijena i nisu objašnjena.

I am submitting a formal complaint regarding $5,400 in declined withdrawals from SpinFever that remain unaccounted for.

On 23 August I made several withdrawal requests from winnings. Four withdrawals I can specifically identify were:

$1,750 – DECLINED

$1,100 – DECLINED

$550 – DECLINED

$2,000 – DECLINED

Total disputed: $5,400.

I have screenshots of my transaction history covering the entire relevant period.

SpinFever claims that whenever they decline a withdrawal, the funds are automatically returned to the player’s available/playable balance. I dispute that these $5,400 in funds were returned to me.

I have repeatedly asked SpinFever to identify the corresponding credits showing exactly when each declined amount was returned to my balance. They have not provided them.

Instead, I have repeatedly been told that the money must have been returned and that I subsequently recalled withdrawals and continued playing.

This does not answer the accounting question. If $5,400 was returned and subsequently wagered, SpinFever’s internal ledger should be capable of showing:

1. Each withdrawal debit;

2. When SpinFever declined it;

3. The corresponding credit returning the money to my balance;

4. My balance immediately before and after that credit; and

5. The subsequent wagers/transactions that allegedly consumed those funds.

My account manager has now stated in writing that he can see proof internally that the funds were returned, but that he is "not allowed" to provide that proof to me.

When I separately contacted SpinFever Support requesting investigation of these declined withdrawals, Support instead replied confirming successful withdrawals of $750 and $250. Those are different transactions and were never in dispute. This again failed to address the missing $5,400.

SpinFever has also offered me additional bonuses while my request for evidence remains unanswered. I am not seeking bonuses. I am seeking reconciliation and, if the funds cannot be accounted for, repayment.

Importantly, I am not disputing a later $4,000 withdrawal that I personally recalled/reversed. I specifically exclude that transaction. I noticed the earlier problem around this period and began taking screenshots because I was concerned about where the earlier declined withdrawals had gone.

I also received no notification advising me that these substantial withdrawals had been declined and supposedly returned to my playable balance. Later cancellations were handled differently and I received notification when funds were returned.

This occurred while SpinFever was putting me through additional payment verification/document requests, despite me having previously provided documentation and seeking confirmation that I was verified and able to withdraw.

I am not asking the investigator to rely solely on my recollection. I am asking for SpinFever’s records to be independently examined.

SpinFever asserts that the $5,400 was returned and subsequently played. I dispute this and have requested the evidence repeatedly. SpinFever says the evidence exists but refuses to provide it.

I therefore request that the investigator obtain from SpinFever the complete account ledger, running balance history, withdrawal/decline records and wagering history for the relevant period and independently reconcile the four disputed withdrawals.

If SpinFever cannot demonstrate that the $5,400 was actually credited back to my balance and subsequently spent, I request that the unaccounted funds be returned to me.

I have screenshots of the transactions and correspondence available as evidence.

SpinFever.com identifies its operator as Novatrix SRL, company registration 3-102-893958, and states that it operates under Tobique Gaming Commission E-gaming licence No. 0000002.

It won’t allow me to upload all communications proving Ive beeen enquiring from GetGo and not getting any answers. If you provide email

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 Spin Fever Casino.

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

• Have you asked the casino for your game history with the evolution of your balance visible?
• Have you achieved the winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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 Tomas,

Thank you for reviewing my complaint.

Yes, I have repeatedly asked SpinFever and my account manager to provide the account/game history showing the evolution of my balance and specifically where the four declined withdrawals totalling A$5,400 were returned. They have not provided this.

My account manager initially told me the funds were returned and "mixed with my current balance", but has been unable to provide the actual balance record showing this. Most recently he told me he "thought" the returns would be shown in my transaction history but that they "probably" were not shown because I requested withdrawals again.

No bonus was involved whatsoever. These were real money winnings from my own deposited funds.

I also continued winning significant amounts after making the disputed withdrawal requests, which is why the complete game history and evolution of my balance is so important. Later withdrawals cannot simply be assumed to be the same money from the earlier declined withdrawals.

I have extensive communication with SpinFever from the night this occurred onwards, including messages where I specifically questioned what had happened to these withdrawals when I noticed they had disappeared and were showing as declined.

I will email you the relevant screenshots and correspondence at the address provided.

Thank you for helping me get an independent accounting of what happened to these funds.

Thanks for your reply and the information provided.

I went over your communication with the casino.

I can see the VIP manager recommended that you contact support to double-check his observations and concluded that the balance was ultimately played down.

I recommend you request game history from support and if support refuses to provide you with the relevant records, save your interaction and send it to me.

If the casino's conclusion is that the balance was played down, we may only confront them in case of discrepancies in your records or if they refuse to provide them to you in the first place.

Looking forward to your reply.

Hi Tomas,

Thank you. The difficulty is that this is essentially the information I have already been trying to obtain from SpinFever since the hours following the disputed withdrawals.

I first questioned the missing withdrawals immediately after they disappeared, and since then I have repeatedly asked SpinFever and my VIP manager to show me where the funds were returned to my balance.

Max has told me several different ways that the cancelled funds "go back to balance", that they were "mixed with my current balance", and ultimately that they were played. However, despite repeatedly asking for the actual account evidence supporting this, I have never been provided with the running balance/game history showing it.

Most importantly, I have asked for something very simple and specific: the balance immediately before the disputed withdrawals were cancelled, the credit of the $1,750, $1,100, $550 and $2,000 back to my account, and the balance immediately afterwards.

SpinFever has not provided that.

I am happy to make another formal request to Support specifically using the wording "game history with the evolution of my balance" as you have suggested. However, I want it noted that this is not the first time I have requested evidence of these alleged returns. I have been trying to obtain this information since the dispute occurred.

If SpinFever again refuses or fails to provide it, could Casino Guru please request the relevant records directly from the casino as part of this complaint?

Their own Terms and Conditions also state in clause 15.3 that their server logs and records are the ultimate authority for resolving disputes regarding gameplay/results. If SpinFever is relying on those records to say that I ultimately played these funds, then those same records should be capable of demonstrating the balance evolution and the alleged return of the $5,400.

I am not asking anyone to take my word over SpinFever’s. I am asking for the underlying records to determine which account of events is correct.

Dear NickyMarie85,

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, Michal (michal.k@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,

Tomas