Treasure Spins Casino - 플레이어의 상금은 몰수되었습니다.

The casino confiscated 520 BRL from my balance after using free spins bonuses and I have not received any satisfactory response about the reasons for this. They only sent me an automatic email that does not explain the real reason for the theft.

O cassino confiscou 520 BRL de meu saldo após usar bônus de giros grátis na casa e não recebi nenhuma resposta satisfatória sobre as razões disso. Me enviaram apenas email automático que não explicam o real motivo do roubo.

Dear Snorfs,

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

Could you please send me the exact link or a screenshot of the free spin bonus you played with?

Did you play with one bonus only, or did you activate several free bonuses in a row?

Have you made any deposits to this casino before?

Have you received any emails from the casino after your winnings were confiscated? If so, kindly forward them to me 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

It was similar to this one with the same conditions, but it is no longer available because it was a bonus from the casino's Christmas calendar. I emailed it to you

Foi semelhante a este com as mesmas condições, porém, ele já não está mais disponível porque era um bônus do calendário de Natal do cassino. Enviei por email para você

Thank you for your email.

Have you used any VPN or IP-masking software to access your casino account?

Could you please specify if you passed the full KYC verification?

Did you have to deposit to obtain the bonus you activated and played with? Did you finish wagering the bonus in time?

I've never used a VPN or masked my IP.

Yes, the KYC has been complete for months and I used the deposit bonus in this case and closed the rollover correctly. They just don't explain why they confiscated my winnings. I played Sweet Bonanza and several other games honestly.

Nunca usei VPN nem mascarei meu IP.

Sim, o KYC está completo faz meses e eu usei bônus de depósito neste caso e fechei o rollover certinho. Eles, simplesmente, não explicam porque confiscaram meus ganhos. Joguei Sweet Bonanza e vários outros jogos honestamente.