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I also played at Spingreen. Luckily, I only deposited €10 so I could use the money I won and wagered with free spins. To withdraw it, I would only need to deposit €10 again.

I could only withdraw the 217 euros once I reached 200 euros.

Two hours later I received an email stating that my winnings had been cancelled, but that my 10 euros had been refunded to my account as credit.

Apparently, I have a duplicate account with two IP addresses, and that's against the rules. I simply played using my account from two different phones.

My request to reverse this and to be told which email it was has gone unanswered.

Absolute fraud

Ich habe auch bei spingreen gespielt. Zum Glück habe ich nur 10 Euro eingezahlt, damit ich das Geld welches ich mit freispoielen erspielt und umgesetzt habe. Zum auszahlen müsste ich lediglich 10 Euro einzahlen.

Von 217 Euro kon te ich erst ab 200 Euro auszahlen.

Nach 2 Stunden kam eine Mail, das mein gewonnenes Geld storniert wurde, mir aber meine 10 Euro als Guthaben im Konto zurück gezahlt.

Angeblich habe ich einen doppelten Account 2 IP Adressen und das ist verboten. Ich habe lediglich mit meinem Account von 2 Telefonwn gespielt.

Auf meine Anfrage, das rückgängig zu machen und mir zu sagen um welche Mail es sich handelt, wird nicht reagiert.

Absolut Betrug

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.

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Dear montanamel,

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 fully understand the situation.

• Do you still have access to your account?
• Could you please confirm if you have passed the KYC verification?
• What were the two IP addresses that were flagged for the duplicate account issue?
• Can you provide any additional details or screenshots of the email you received about the cancellation of your winnings? Please forward relevant information to jean.s@casino.guru.

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

Best regards,

Jean

Dear montanamel,

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.

Hello,

I'll send it by email now.

lg

Hallo,

ich schicke es jetzt per Mail.

lg

Thank you for your email.

In your email, you have confirmed that your account is fully verified and that you still have access to your account. Moving forward, please answer to any questions in the thread instead of in the email.

You mentioned that you received an email stating that your winnings had been cancelled, but 10 euros had been refunded to your account as credit. Please forward this email to jean.s@casino.guru. Also, include the email that you received from the casino stating that you have a duplicate account.

Hello,

I no longer have the email. I deleted it.

But I took a screenshot of the chat with the employee.

I sent everything I have by email.

Hallo,

ich habe die email nicht mehr. Habe sie gelöscht.

aber ich habe einen Screenshot gemacht von dem Chat mit dem Mitarbeiter.

Alles was ich habe habe ich per Mail geschickt

Thank you very much for your reply, montanamel.

When did the confiscation of winnings happen?

When did you receive the email about accusations of a duplicate account?

I understand that you already deleted the email from the casino with allegations of a duplicate account.

How about the email that you sent to request the reversal of the confiscation of winnings and your inquiry about the duplicate email? Please forward this and any relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

Dear montanamel,

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.