Disgusting attitude from the casino!!!

Blocked my account without any reason and notice, with a withdrawal on the way.

Ignoring my messages and emails.

Dear creo91md,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to [email protected].

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear creo91md,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

"Good afternoo, I am so sorry for such a late reply.

I was out of the country for 3 weeks and couldn't reply.

Please let me know if it's possible to reopen the case as of course that was a total scam and I still have hopes that those withdrawals can be processed or at least refunded...

Please let me know if it's ok to reopen the case."

Thank you very much, creo91md, for getting back to us. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to [email protected].

Hi, thanks again for reopening the case.

I've registered with this casino at the end of summer and were happy with the costumer service at the beginning.

I've passed the ID verification succesfully and had around 3-4 succesfull withdrawals .

I played only slot games and at the end was quite lucky with the winnings.

I did not use any bonus funds while playing.

In addition I can say that I played fairly all that time without cheating or crossing any other T&C's so felt very sad, angry and shocked when saw that I was blocked with no reason or notice.

I am sorry but cannot remember how much was my last withdrawal on which I was blocked, but it was something around 250-300 EUR.

Thank you very much!

Thank you very much, creo91md, for providing all the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello creo91md,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Luck of Spins Casino to join the conversation and participate in the resolution of this complaint.

Dear Luck of Spins Casino,

Can you please provide further information regarding the player's account having been blocked?

Kind regards,

Adam

Dear creo91md,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Luck of Spins 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

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 creo91md,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 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.

I am sorry I could not be of more help on this occasion.

Best regards,

Adam