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I have been asked to constantly send verification documents, even thought this has already been done. I cashed out and requested 1000.00 which I was advised this would be processed within 3 working days, once they received further verification documents. I then received an email to advise they have deducted £329 due to bonus restrictions.

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Hello,

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

• Are there any documents in your account that are still pending verification? When exactly did you submit your most recent document to the casino for verification?
• Could you please specify which bonus you activated to accumulate your winnings?
• I would also like to clarify that, according to our Fair Gambling Codex (https://casino.guru/fair-gambling-codex-for-casinos#win-limits), we consider imposed win limits to be unfair and predatory only when they are applied to real-money play. However, we do accept bonus terms and conditions that restrict the maximum cashout from bonus play.

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

Hi,

I submitted further verification documents on 23rd April. The bonus was 150% of my deposit which I deposited 100.00 total bonus received was 150. I wagered more than the amount required and my winnings dropped significantly to 600, I then won a further 400+ I find this really unfair after exceeding the wagering amounts.

Thank you for your response.

Am I correct in understanding that immediately after you finished wagering the bonus, your winnings were reduced to the maximum allowed win limit? Was this amount displayed as your "real money balance" or still as a "bonus balance"?

Did you continue playing with the capped winnings, win additional funds, and only then submit a withdrawal request? If so, was your balance reduced again (for the second time) at the moment you requested the withdrawal?

If you have any screenshots from your gaming account showing that the win limit was applied more than once, please share them here in the complaint thread.

I appreciate your cooperation.

Hi,

yes as soon as I finished the wagering this changed to real money and the amount dropped significantly to 600, I then won a further 400. I requested cash out for 1000 and was advised this would be completed after 3 working days. I then received another message to advise they would be taking 329 from my funds.

Dear Cocopops

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, Peter (peter.c@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,

Veronika

Hello there,

Thank you Cocopops for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinny Casino for their help in resolving this complaint. We would like to know what the issue is with the winnings and what can we do to help resolve this issue.

Thank you!

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 Cocopops,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend that you contact the Anjouan Gaming Authority and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so through the validator on the casino website. Please let me know if you need help with submitting the complaint or how they responded, if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter