Felix Spin Casino - Печалбите на играча са конфискувани.

I am submitting this complaint regarding Felix Spin Casino’s decision to confiscate my winnings totaling €68,814.70.

After successfully playing and accumulating these winnings, my account was suddenly flagged and restricted. The casino claimed that there were multiple accounts associated with the same IP address and used this as justification to confiscate all my winnings. While they refunded my deposit, they refused to pay out any of the winnings.

I find this decision highly unfair and disproportionate for the following reasons:

The casino has not provided any clear or convincing evidence that I personally created or controlled multiple accounts.

An IP address alone is not sufficient proof of multi-accounting, as it can be shared within households, public networks, or mobile providers.

Even if there were concerns, confiscating the full amount of €68,000 is an extreme and disproportionate action.

I played in good faith and did not intentionally violate any rules or attempt to gain an unfair advantage.

I have requested clarification from the casino, including:

The exact Terms & Conditions clause that justifies full confiscation

Proof that I controlled multiple accounts

A fair review of my case

However, I have not received a satisfactory response.

I am therefore asking Casino Guru to intervene and assist in resolving this dispute. I believe my winnings were obtained legitimately and should be paid out.

I am willing to fully cooperate and provide any documents or verification required to support my case.

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Hello,

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

• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your actual location while accessing the casino website?
• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Have you passed the full KYC verification at this casino, or at least submitted any identity documents for verification?

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

Hello Veronika,

Thank you for your response.

I would like to clarify the following:

To my knowledge, I have never created another account using the same IP address, nor has anyone from my household done so. I have also never had any intention of creating multiple accounts.

Additionally, I have never used any VPN or IP-masking software while accessing the casino.

My account was fully verified, and I successfully completed the KYC process by submitting all required identification documents.

I initially played live casino games and later continued with slot games, through which I accumulated my winnings.

Please let me know if you need any further information from my side. I appreciate your assistance and hope this issue can be resolved soon.

Best regards,

Hello,

I would like to clarify an important point regarding my previous statements.

After reviewing the situation more carefully, I realized that I had created another account in the past. At the time of my initial complaint, I did not mention this because that account was no longer in use and I had honestly forgotten about it.

I want to be fully transparent: I did not use both accounts simultaneously, and I did not attempt to gain any unfair advantage. The older account was inactive, and I continued using only one account going forward.

There was no bonus abuse, no manipulation, and no intentional attempt to bypass any rules. It was simply a case of having created another account earlier and not actively using it.

I fully understand that this may technically violate the "one account" policy. However, I respectfully believe that confiscating my entire winnings of €68,000 is a disproportionate response, especially given that there was no abuse or unfair advantage involved.

I am willing to fully cooperate and provide any necessary verification. I kindly ask for a fair and balanced assessment of my case.

Thank you for your understanding.

Hello,

I would like to add one more clarification to my previous message.

The older account that I mentioned was not only inactive, but it was also deleted a long time ago. This further reflects that I was not attempting to operate multiple accounts simultaneously or maintain more than one active account.

At no point did I use multiple accounts in parallel, nor did I try to gain any unfair advantage. The situation was not intentional or abusive in nature.

For this reason, I respectfully believe that the confiscation of my full winnings is disproportionate to the circumstances.

Thank you again for your consideration.

I would like to clarify my position once more in a transparent and constructive way.

I fully understand that creating more than one account can be considered a breach of the casino’s Terms and Conditions. However, I would like to emphasize that this was not done with any intention to gain an unfair advantage. The previous account was created a long time ago, was inactive, and eventually deleted. I only actively used one account during my gameplay.

There was no simultaneous use of multiple accounts, no bonus abuse, and no attempt to manipulate the system in any way. All winnings were achieved through standard gameplay.

Given these circumstances, I respectfully believe that a full confiscation of €68,814.70 is a disproportionate outcome.

At this stage, I would like to express that I am open to a fair and reasonable resolution. I am willing to cooperate fully and would be prepared to accept a proportionate outcome that reflects the circumstances in a balanced way.

My goal is to reach a fair agreement rather than prolong the dispute unnecessarily.

Thank you very much for your support and mediation.

Best regards

Thank you for providing me with additional information.

• Could you please clarify when exactly you created your first account at this casino, and when exactly it was closed?
• What was the reason you decided to close your first account? Did you personally request the closure, or was the account blocked by the casino due to an alleged breach of the Terms and Conditions?
• Was your first account fully verified?
• When exactly did you create your second account?
• What registration method did you use for creating both accounts? Did you register via email or through a Google account?

Hello Veronika,

Thank you for your message and for reviewing my case.

I will answer your questions as accurately as possible based on my recollection.

I created my first account approximately around October. After a short period, I decided to take a step back from gambling for personal reasons, and I deleted that account myself around December. This was a personal decision and not related to any issues or violations.

Later, after some time had passed, I returned and created a new account around late January. From that point on, I only used this new account for all my gameplay.

The first account was not actively used and was already deleted before I created and started using the second account.

Regarding verification, my active account (the second one) was fully verified, and I provided all required documents successfully. I do not recall completing full verification on the first account, as I stopped using it quite early.

For registration, I used a standard email registration.

I would like to emphasize again that I never used multiple accounts at the same time and did not attempt to gain any unfair advantage. My intention was simply to stop playing for a period and later return, not to bypass any rules.

Please let me know if you need any additional information. I am happy to fully cooperate.

Thank you for your time and assistance.

Best regards

Thank you for the clarification.

• Did you request the closure of your first account through the casino’s customer support? If so, please forward the email conversations or chat transcripts related to your account closure requests to [email protected].
• When you returned to the casino in January, just one month after your first account was closed, did you contact customer support first to request that your original account be reopened?

Dear Veronika,

Thank you for your clarification.

Yes, I did request the closure of my first account through the casino’s customer support via live chat. After making this request, I stopped using the account and was confident that it had been successfully closed.

Unfortunately, I currently do not have access to the casino’s live support system, as my account has been restricted/closed. Because of this, I am unable to retrieve chat transcripts or previous communication directly. However, I have contacted the casino and requested any available records related to my account closure, and I will forward them to you as soon as I receive them.

Regarding your second question, no — I did not contact customer support to request reopening my original account. I am 100% certain of this. When I returned to the casino in January, I created a new account under the assumption that my previous account had already been properly closed.

At no point did I attempt to operate multiple accounts at the same time or gain any unfair advantage.

Please let me know if any further information is needed.

Hello Espa63,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply and for your patience while I was away from the office.

Could you please specify whether you accepted any bonuses on both of your accounts?

Did you use the Welcome Bonus from both accounts, or did you claim and use any other promotions while either of your accounts was active?

No I didn't use any

Dear Veronika,

Thank you for your message.

To the best of my knowledge, I did not use bonuses in a way that would violate the casino’s terms and conditions.

I did not intentionally receive or use bonuses on multiple accounts at the same time, nor did I attempt to exploit any promotions or gain an unfair advantage.

As mentioned previously, I believed that my first account had already been closed when I created the new one. Therefore, at no point did I consider that I might be violating any rules regarding multiple accounts or bonus usage.

If any bonuses were received, this was done under the assumption that I was operating a single, valid account.

Please let me know if you need any further clarification.

Kind regards,

Thank you for your responses.

Could you please confirm if you claimed a welcome bonus on both of your accounts?

I want to be fully transparent. I don’t have a perfect memory of every detail, but I can confirm that I did not use bonuses on both accounts. I never claimed them at the same time, and I did not intend to violate any terms or gain an unfair advantage. I acted in good faith, based on the understanding that I was using a single account.

If you need any further clarification , I am happy to assist.

Hello Espa63,

Thank you for your patience during the investigation of your case. After reviewing all the information available, we understand your point of view and acknowledge that you stated you did not intend to gain any unfair advantage by creating another account. However, we also need to consider that the first account was closed only a short time before the second account was created. In such a situation, the correct procedure would have been to contact the casino’s customer support and request reopening of the original account rather than registering a new one. By creating a new account instead of following this process, the casino’s one-account rule was breached, regardless of whether the previous account was still actively used.

Additionally, the casino refunded your deposited funds, meaning that your own money was not withheld. While we understand that losing a large amount of winnings is disappointing, we do not have sufficient grounds to request that the casino pay out winnings obtained from an account that was created while another account had previously existed and without following the proper reopening procedure.

For these reasons, we are unable to proceed with this complaint further and must reject it.

Thank you for your understanding.

Best regards,

Veronika