Vincispin Casino - Spelarens uttag saknas.

I am writing this complaint about Vinci Spin Casino.

I won money at the casino and requested a withdrawal of 1000€ to my Luxon Bank IBAN account. The withdrawal was processed from the casino side, but my bank rejected the payment. Because of this, the money should have been returned back to my casino account.

However, the 1000€ was never added back to my casino balance.

I have clear proof from my bank, including my lifetime account statement showing that the payment was rejected. I also have an official "return to sender" confirmation from the bank. I sent all of these documents to the casino as evidence. Despite this, they refuse to accept the documents and will not return the 1000€ to my account.

I was able to verify my account and successfully withdraw the rest of my winnings to a different bank account without any issues. The only missing amount is this 1000€, which was rejected by the bank and should have been returned to my casino balance.

I am asking Casino Guru to please help me resolve this issue. I have provided all the necessary proof, and I believe the money should be returned to my casino account, as it was never received by my bank.

Thank you for your help.

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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.

• Have you made any successful withdrawals from this casino before?
• When exactly did you submit your withdrawal request of 1000€ from this casino?
• When exactly did you receive information that the transaction was rejected by your bank?
• Please forward me the communication between you and the casino customer support regarding the missing transaction at veronika.f@casino.guru.

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 Casino Guru,

Thank you for your reply.

Yes, i have made successful withdrawals from this Casino before. The problem was that on the 25th November 2025 I made a withdraw of 1000€ and when the Casino processed it there end the following day it raised a flag to my bank so my bank therefore returned the 1000€ back to the Casino via instant pay, closed my account down completely because of it. The casino never added this back to my casino balance nor accept proof from my bank that they sent it back. They email a reply that they have not had it back and leave it like that really. 1897€ remaining balance has been paid to an alternative Iban of mine since but still missing 1k that they had back but will not admit they have it. I will attach the screenshot from my bank that started the process that i knew they were going to shut the account down and email everything else.

Thank you for you help here.

Please forward me the communication between you and the casino customer support regarding the missing 1000€ transaction at veronika.f@casino.guru. These can be emails, screenshots, or chat transcripts. Thank you for your cooperation.

Hi Veronika,

All communication has already been sent to your email on the 9th of March.

The emails I forwarded contains all communication and attachments to proof that my bank has returned the 1000 EUR.Both for Savaspin and vincispin

Please check if you have received my emails from the 9th of MArch

Hello BrickmanLee,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear BrickmanLee;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I reviewed the information provided and found only the information you provided on March 9th.

I would like to ask you once again to provide the communication related to the missing transaction, specifically. If there is any news or updates you wish to share, you can do so as well.

We apologize for duplicate requests. Share this information directly in the thread or to my email at tomas@casino.guru

Thanks for your understanding.

Dear BrickmanLee,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru