Refuse to pay out winnings with no reason

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Sombrero Spins Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Dear all,

We would like to inform you that a winnings deduction was applied to the user’s account due to a breach of our Terms and Conditions (Clause 12.10), which states:

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network “VPN”) ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

Based on our investigation, we identified activity consistent with the above breaches.

We confirm that our actions were fully aligned with our Terms and Conditions, and the winnings deduction is justified in this case.

Thank you for your time in reviewing this information. Please let us know if you require any further details or clarification. 

Dear @benste04,

Rest assured that the AskGamblers Complaint Team is in contact with the Sombrero Spins Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.