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I selected a casino with a welcome bonus it's an app Dee Spin. I checked the site and screen shotted appropriate welcome bonus terms and information. I chose this bonus as it had no information like all others that free spins weren't allowed to be bought. I showed them proof of this and they keep saying it's forfeited and took even my deposit . But I won winnings fair I play these casinos everyday I know they are being dishonest and unfair right now. Please I'm getting bad anxiety about this an

d their rude service. Please get this money for me.

Dear Beckieboo84,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dee Spin Casino

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

• Has the casino blocked your account?
• What games did you play to accumulate your current balance in the casino? (which slots, live games, betting on sports) 
• Could you please share your communication with the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Oh thank you so much for contacting me.

They haven't blocked me. I can still access it all.

I was playing slots -mario platform.

I will email you the requested information now.

I would greatly appreciate the help with this asap as I won at a time of serious need.

Thanks

Bec

It's been emailed. Thank you

Just to let you know they seem to have changed some txts in our conversation now compared to when those ones I emailed. Just wording which is very suss on its own but ofcourse not surprising considering the reason I'm here messaging to begin with. They are dishonest company just taking money and their repeated relplys even to the proof I supplied they are unprofessional and I don't want to let this go , I am a genuine honest person and I wouldn't cause issues or this stress for myself for fun.

Please help me get my money asap

How long does this process take? And is it a high chance you can get it paid?

Thank you very much, Beckieboo84, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you Tomas but why is it getting transferred to someone else ?

Hello Beckieboo84,

I'm Michal, and I have taken over your complaint. It is our standard procedure that my colleagues from the "first response team" like Tomas are asking some standard questions to gather the usual information from players before we reach out to the casino. I have reviewed this case and I regret to inform you that our ability to assist you will be quite limited. We have received multiple complaints in the past from Australian players regarding several questionable casinos operating without an official license. These casinos have made promises to process withdrawals, but in reality, no funds have been sent to the players. Or they accused the player of breaching rules but without real evidence. Additionally, the casino support has been unhelpful, just like in your situation. Unfortunately, it is uncertain whether we will be able to successfully resolve your complaint. Nevertheless, I will make an effort to contact the casino and see if there is any way I can assist you.

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

Dear DeeSpin Casino,

Can you please provide more information along with supporting evidence on how the player allegedly breached the rules?

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 Beckieboo84,

I have repeatedly tried to contact the casino but have not received any meaningful response from their team. Without their cooperation, there isn't much that can be achieved. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark your complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

To avoid similar situations in the future, I recommend choosing casinos based on their reviews and ratings and steering away from these casinos as they seem to belong to the same company.

I am sorry we couldn't be of more help this time.

Best regards,

Michal

Casino Guru