Hey Yoyeli, Player protection is one of our Important Points in our Company Policy.

I have research your Case to Check, whats was the Problem and if our Team Fail to block your Account.

The Facts:

You have write Multiply Times to our Live Chat, what have no Option to close your Account. (Extern Support Team)

They send you the Info that you should Contact: [email protected]

We have reviewed the Live Chats and seen that the Live Chat give you the correct Informations to your Problem.

In the Last Chat with them i see a screenshot with the Following Mail: [email protected] (Date 29.07.2023)

They had request, to send them a screenshot. And notified you that you have wrote multiple Times to the wrong Email. (And they have give you in all Chats the correct Mail)

This Mail not exist, what the Result are we not become these Mails.

You send us on 29.07.2023 9:08?AM the Mail to the correct Email.

On Jun 29, 2023, 9:17?AM also 9 Minutes later, our Team had Block your Account and Confirmed that your Account is permanently Closed.

Can you tell me more about it ?

I may be missing something here, but these are the facts I have.

In the event of non-blocking by correctly submitting this request within 12 hours, we will of course refund all deposits to you.

But I would not recognize here that an error has taken place in any form.

https://holdnspin.com/en/contacts/responsible-game

Best Regards

Dominik

Holdnspin

Hello Jaro, thank you for wanting to help the player. I have replied to the player with the facts to read through and if I missed anything I would like him to comment.

If the lock really failed somewhere, we will of course resolve this situation as noted.

The facts currently speak against it and I think that there will be no more here either. But I'm open and awaiting the player's response.

Best regards

Dominik

Holdnspin

On behalf of Jaro - Allow me to thank you. ?? 

We aim to provide a neutral place for solving issues, so hopefully, the player will take advantage of your reply, and sort out the approach accordingly.

We all make mistakes, and it's strongly beneficial to the whole community to learn from those.

Have a good one!

I'm trying to make a withdrawal and it doesn't show up in my account and nobody gives me any satisfaction. please solve

Estou tentando fazer um levantamento e n?o cai na minha conta e ninguém me dá satisfa??o nenhuma, cumprir o rollover certinho depositei e n?o consigo realizar o saque. Resolvam por favor

solve my problem

Resolvam meu problema

Hello there, this is quite an unfortunate situation, and you did the best thing you could by visiting Casino Guru and submitting the complaint!

I can't personally say what is happening, and I'm sorry to see your account seems to be blocked while the casino still fails to communicate with you. I suggest we wait for the complaint to proceed further!

I wish we'll see a resolution soon.

It's already been resolved they took longer paid me yesterday thank you very much to all of you.

Já foi resolvido eles demorou mais me pagou ontem muito obrigado a todos vcs.

Nice to hear that!!! ???

Have you found out what the issue was by any chance? I mean such information may prove its worth later on.

One way or another, I'm glad it worked out.

it's the following, I made a deposit of 15 Euros, I made gains of 51 Euros, so I asked the attendant why the withdrawal was taking so long, he informed me that I had a duplicate account, I asked which email address and name of this duplicated account, so he didn't tell me , I just said it's the same email used on different devices, which makes no sense as logging in on another device with a SINGLE account has never been a rule break on any site, so kindly asking to proceed with my withdrawal, so I printed out the entire conversation, and I'm going to expose it here, because I won't lose my money, for no reason, without breaking any rules or without having done anything wrong! casinoguru help me solve this!

é o seguinte, fiz uma depósito de 15 Euros, fiz ganhos de 51 Euros, ent?o questionei ao atentende porque a demora do saque, o mesmo informou que eu tinha conta duplicada, questionei qual email dessa conta duplicada e nome, ent?o ele n?o me disse, apenas disse que é o mesmo email usado em dispositivos diferentes, oque n?o faz sentindo, pois fazer login em outro dispositivo com uma úNICA conta nunca foi quebra de regra em site nenhum, ent?o pedir amigavelmente para prosseguir com meu saque, ent?o printei toda a conversa, e vou expor aqui, pois n?o vou perder meu dinheiro, sem motivo nenhum, sem quebra de regra alguma ou sem ter feito nada de errado! casinoguru me ajudem a resolver isso!

the remainder of the conversation is here! they are simply lame excuses for not paying me!

o restante da conversa estar aqui! s?o simplesmente desculpas esfarrapas para n?o me pagar!

Hey. I understand your upset. 

I would like to ask if anyone in your area uses the same IP address and has an account at this casino? Any friends, family, etc. 

Anyway, is this your first withdrawal at the casino ? How long has this withdrawal situation been going on ? Has your account been verified before ? 

If you are not aware that you have multiple accounts in this case, I recommend that you file a complaint with us and our team will try to look into your situation. 

However, it would be good in this case that your complaint does not end up like the last 3, where you eventually stopped answering. AlSo it is good that you have evidence and I hope it will be useful for our team. 

If anything new comes up, don't hesitate to update us. 

I'll open a complaint and we'll see, and I don't have other accounts on the same IP! and I have already made 2 deposits, and yes it would be my first withdrawal, without opting for bonuses!

vou abrir uma reclama??o e vamos ver, e n?o tenho outras contas no mesmo IP! e já fiz 2 depósitos, e sim seria meu primeiro saque, sem optar por b?nus!

Of course, if you don't think you've done anything wrong then it's the right thing to do. I was wondering if your account has been fully verified yet ? 

Anyway, If something new comes up and you have additional information, let us know.

For now we can only wait and see how your case develops. 

yes my ID and address are verified. They informed me that an email would be sent to me within 48 hours, but I did not receive that email!

sim meu ID e endere?o, est?o verificados. informaram que em 48h um email me seria enviado, mais n?o recebir tal email!

Hello again!

According to the complaint submitted, I dare to ask you to address the complaint, it needs a few answers to proceed further:

"We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account verified previously?"

Kindly use this link to respond:

https://casinoguru-pt.com/hold-n-spin-casino-os-ganhos-do-jogador-estao-atrasados

Thank you!

I will respond to your complaint

eu te respondir na reclama??o

The complaint is actually yours ??, am only here to assist you if case you would need it.

In the past, the site processed withdrawals quickly on the same day. Now I had a withdrawal four days ago and the process was not completed even though it was via encrypted currencies. I talk to them and they say write to us via e-mail and send it to them, but the e-mail is not answered.

I have a verified account with them with maximum verification and I am a distinguished customer on the site and I have withdrawn in the past, but now I am procrastinating to cancel the withdrawal and losing money.

I'm waiting for response approval... But I'll answer this question there

Estou aguardando aprova??o de resposta... Mais vou responder essa quest?o lá