Betspino Casino - Hráčský účet byl uzavřen a výhry zabaveny.

Hello , I Have complaint about unpaid 1600 euros from casino Betspino. Betspino has refused to pay out unpaid 1600 euros. I was playing game PIGGY TAP from ONLYPLAY provider in their casino and won 1 jackpot - GRAND ( 1600 EURO ) playing on 0.01 € per bet and managed to win GRAND . Then i automatically requested withdrawal which often takes uo to 72hours by their policy and in about 48hours i recived email about account closure for casino rules being violated in both casinos which are under Casbit group N.V without any detailed explanation for such reason to confiscating my money and account peramently being banned and resctricted , once contacting them they kept ignoring and comming forward for communication since they closed my account. No T&C was violated if you are playing on your real balance and had no active bonuses at that time , they simply didn't like that i wasn't loosing my money but instead of winning , because lets be real nobody likes to lose money in their case. And they can't proove anything that ive done was violating their rules and terms , - They just think that i was doing something illegaly ( Thinking isn't proving any point ) So this was mega fraud by this and other casino!

Dear shamejs23,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please forward me the email you received from the casino after your account was closed at veronika.l@casino.guru?

Have you made any successful withdrawals from this casino before?

Could you kindly specify if you passed the full KYC verification?

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

Hello there yes i will forward their letters to you , and Yes i had my previous withdrawals successfull also for big ammounts and i dont understand what caused this fraud from them.

And also my KYC was fully verified everything each document was good and verified so didnt have problems there.

Thank you very much, shamejs23, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello dear Casino guru team thank you very much!

Hello shamejs23,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Betspino Casino to join the conversation.

Dear Betspino Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the evidence to me at michal.k@casino.guru

Thank you in advance.

Dear Michal,

We appreciate your cooperation and support throughout the process.

We are pleased to inform you that we have sent all relevant documents and the results of our investigation to your email address. Please check your inbox for the detailed information. 

We are here to help and ensure you have all the information you need.

Sincerely,

Tom

Representative of Betspino Casino

Betspino Tom thank you for all the evidence and i hope it is good

Dear Tom / Betspino team,

Thank you for your email and the evidence.

Dear shamejs23,

I have carefully examined the information and evidence submitted by the casino team. Although there are indeed some aspects that warrant further inquiry, I remain uncertain whether these can be deemed as providing you with an unfair advantage. I have reached out to the casino team for additional clarification on specific points and hope to share any updates with you shortly.

Dear Michal Thank you for your response , i will be waiting for conclusion on this case ,because there was no advantage taken over bonuses and their system , i literally lost every bonus that i had recived from them

Dear Michal,

We would like to inform you that we have responded to your inquiry and sent the reply to your email address. 

If you have any further questions or need additional assistance, please do not hesitate to contact us.

Thank you for your attention and cooperation.

Sincerely,

Tom

Representative of Betspino Casino

Dear shamejs23,

I have obtained further details from the casino team. While I comprehend the reasons behind the casino team's decision to mark your account as suspicious, given that certain aspects of your gameplay raise questions, I am, however, not fully convinced that this provides sufficient grounds for withholding winnings. I will need to bring your case to our regular complaint team meeting where we decide on how to approach your case and what will be the appropriate course of action going forward.

Hello Dear Michal , Thank you for your answer and as i said previous i was simply placing autospins on my mobile phone and simply playing I don't even know how can you do something illegal or do irregular play by just playing autoplays that are provided from their side . And about those bonuses that they are trying to make false accusation . I can simply clarify on these , They said , " Make deposit and we will give you like 10-15 free spins" which all the time if I recived I gained 0 nothing on them , i legit never won any of their bonuses spins never! So i don't get it how it could give me illegal advantage on their casino by never winning on free spins.

Best regards Mareks Šalms.

Dear Michal,

Following a thorough investigation of the shamejs23’s gaming activity and a careful review of all the evidence provided, we have made the decision not to return the winnings in question. The facts and evidence firmly support our conclusion, and we believe this decision is fully in line with our platform's terms and conditions.

Additionally, we want to make it clear that we consider this matter fully resolved on our side, and we do not intend to engage in further discussions regarding this complaint.

We acknowledge that this may result in the complaint being closed as unresolved and could potentially impact our casino’s reputation status on your platform. While we regret this outcome, we must remain steadfast in our decision based on the facts of the case.

We would like to extend our sincere thanks to you and the entire Casino Guru team for your invaluable assistance in reviewing and mediating this complaint. Your commitment to ensuring a fair and transparent process has been greatly appreciated.

Once again, we sincerely appreciate the effort and professionalism shown by you and your team throughout this process, and we value our continued cooperation with Casino Guru.

Best regards,

Tom

Representative of Betspino Casino

Dear Tom / Betspino team,

Thank you for your response. While I respect your current stance on this matter, I must question the validity of the reasons you have presented as sufficient grounds for a significant action like withholding the player's winnings. I have outlined to you our perspective on the situation and what we believe to be the appropriate course of action. Although I recognize that you have expressed your position on this case, I would like to respectfully request that you reconsider your decision.

Dear Michal thank you for your help i really appreciate it , also I understand that Tom and Betspino team simply doesn't like to lose money by paying out winnings to their players . They are mad because i managed to win more than lose thats why they got frustraded about my account and decided to block it , but we all know they can't provide evidence to confiscate money thats why they should pay out my remain money.

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 shamejs23,

I have tried to find a consensus with the casino team, but unfortunately, they have lost interest in reconsidering your case. Although I acknowledge that your gameplay did raise questions due to its deviation from typical patterns, it remained within the standard operations of the game, and no evidence was provided to us of a potential software bug or glitch that could have given you any unfair advantage, thus we believe you are entitled to receive your winnings. It is evident from their last response that the casino team has lost interest in addressing the issue. We view this approach as unfair, hence, we are compelled to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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.

The Casino previously held a license issued by Gaming Curaçao (GC) Authority; however, due to recent modifications in the licensing regulations in Curaçao, we were unable to verify the current status of this license, and therefore, we cannot ascertain whether the casino remains licensed. If you feel you want to take your complaint further, you can still try to contact the authority (you can find more information on how to do that here: Licensing Authority – Gaming Curaçao | Casino Guru (casinoguru-en.com). Please let me know how they responded at michal.k@casino.guru

I am sorry we could not be of more help on this occasion. If you experience an issue with any other casino in the future, feel free to contact us again, and we will do our best to help.

Best regards,

Michal

Casino Guru