Complaint #2 Treasure Spins Casino

They refuse to verify my account

By rokita555

3 years ago

Hello. Some time ago I opened an account here, made a deposit and started betting. After playing a little and not winning anything at all, I decided to verify the account and withdraw the remaining funds. On 31/10/2022, I uploaded all the necessary documents to the website and waited. Then they sent me a letter saying that my documents were not suitable. I sent new certificates, I received an absolutely identical rejection letter again. Then I went to the bank, paid the money, probably made a bank statement and uploaded it to the website again. And once again I got the answer that the application is not suitable. And not once did they tell me the reason for the refusal. In addition, all the letters were written the same way, as if they were written by a robot, and a living person did not even read my letters. It is very unpleasant that this casino cannot verify the accounts of its users. I'm scared to think what will happen when it comes to payments. I have 142 euros in my account.
I want to say that all the documents were uploaded in the required format.
I'm asking you to help me figure out the situation.

Disputed Casino Treasure Spins Casino

Reason Verification issues

Amount €142

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Dear @rokita555,

Should you face issues with your payment please feel free to contact our team and request the reopening of the complaint.

Thanks for your cooperation.

Inactive user

3 years ago

Dear Askgamblers, the casino has verified my account. Thank you very much.

Treasure Spins Casino

• Representative

3 years ago

Dear ROKITA555,

We would like to inform you that your account has been verified.

Please note that before a withdrawal can be requested you must first wager the deposited amount in total, as stated in our Terms and Conditions:

62.10 Before ordering the first payment, the player must bet 100% of the payment as a deposit of money amount at minimum 1.50 odd.

63.6 Money deposited in the Casino must be used for gaming activity. Due to this, all deposits need to be wagered at least three (3) times.

Best regards,

The Treasure Spins Team

Inactive user

3 years ago

Askgamblers, that's what I wrote to you about, they can't even answer you through an operator. Again, the bot sent a response without explaining the reason for the refusal. Just a vague answer. I sent them 2 receipts with my address, as well as a bank statement, where my address is also clearly indicated. I attach these receipts to the letter. If necessary, I can provide screenshots with letters and receipts to this casino.
Although I no longer see the point in this, if they once again send an answer, and cannot formulate the reason why they refuse me.

Treasure Spins Casino Complaint Stats

Resolved 5 / 8

Avg. Amount $3,097

Avg. Complaint Duration 16 days

Avg. Response Time 2 days

Treasure Spins Casino Complaints

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I submitted my withdrawal request on 7 April 2026. As of today, the withdrawal remains in “pending” status, exceeding the casino’s stated processing timeframe.

I have contacted customer support multiple times. Each time, I received generic responses stating that my withdrawal is “under review” or “being handled by another department.” They have failed to provide any clear timeframe or meaningful update.

The casino initially stated withdrawals may take up to 3 working days. This timeframe has already passed, and I am still waiting without resolution.

I have complied with all requirements and have not violated any terms or conditions. There is no valid reason for this delay.

I am requesting:
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Evidence attached:
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This situation is causing significant concern, and I believe the casino is unfairly withholding my funds.

I request your assistance in resolving this matter.

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