Complaint #1 Spin Casino UK

Spin Casino - Account Closed & Funds Confiscated Without Justification

By earisu

8 years ago

I opened an account with SpinCasino on April 15th and deposited £35. I wagered through this amount through slots and lost £5. I left the £30 in my account.

I then tried to log in today April 26th only to be told my account is closed and to contact customer service. I tried their email which constantly bounces back with "554 Email rejected due to security policies" so went on Live Chat.

The Live Chat support told me my account was closed and money confiscated. I wanted clarification so he said a manager would call me in 30 minutes. It's now 16 hours later and no one has called me. I wanted to discuss the matter via email honestly as I feel they should at least have given me my £35 I deposited back. It's clear they do not wish to discuss this with me but I feel I am due an explanation on this matter.

I have since found out they are associated with Betway (had no idea during sign up) who closed my account as a security risk (who I'd only deposited and bet with once and lost, and without allowing me chance to verify my identity and prove I'm a legit player, I've never had this problem elsewhere! Guilty until proven innocent it seems). So I understand why the account was closed in that regard and do not care to get it re-opened, but I want a manager to contact me via here or email to explain in detail and to send my deposit back to me, as they cannot just close an account and keep my money otherwise they could get away with doing this to everyone.

Disputed Casino Spin Casino UK

Reason Account closure

Amount £30

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

Following a careful review of valid information and explanation presented by Spin Casino UK management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint.

Spin Casino UK

• Representative

5 years ago

Dear earisu

In relation to your complaint of the account being closed unfairly, we have completed an in depth investigation and can advise the following:

On the 15/04/2018 you registered a Spin Casino account with us. The account was automatically verified by GBG verification. There was then a deposit of £35 made on the account and the slot game Jungle Jim – El Dorado was played.

On the 16/04/2018 after a standard account review by our Operations Team, the decision was made to close the account and the remaining funds removed as per Terms 7.1 and 7.2.2. You are welcome to view the terms here. Due the terms being updated regularly as per Term 14, Term 16.3 is now Term 7.2.2

All of the communication took place on a linked account registered with Betway.
The below summary is of the communication that took place on your Betway account:

27/02/2018
 You contacted us by email to advise you were having trouble logging in and resetting your password

28/02/2018
 We responded to your email and advised you the account was closed after careful consideration by our Operations Team.
 You responded to our email to request the reason for the account closure as you have not sent in verification documents.
 We responded to you and advised this decision was made as per our terms in the link provided above.
 We would like to remind you that the account was automatically verified by GBG verification.

26/04/2018
 You contacted us via our Live Chat Facility and advised the host that there were funds in the account that you wished to withdraw
 The host advised the account was closed by Operations team and no funds would be returned.
 You then requested a manager to call you as you were unhappy with the information provided and the action taken.
 A manager attempted to contact you twice, the number was unavailable on both occasions.
 There was no contact from you since this date.

We trust that all is in order.
Regards,
The Spin Casino Team

AskGamblers

• Support Team

5 years ago

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of Spin Casino UK management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Spin Casino UK Complaint Stats

Resolved 3 / 4

Avg. Amount $6,326

Avg. Complaint Duration 9 days

Avg. Response Time 15 hours

Spin Casino UK Complaints

See all complaints for this casino

Casino has an fault with setting deposit limits

I’ve tried to set a deposit limit on numerous occasions and found there is a fault with this function which means I’ve gambled more than I wanted too. Also they state that their customer service live chat is 24 hours but it is not. I’ve not been able to speak to anyone at any time on live chat to resolve this issue and they don’t allow you to email.

Unresolved

Withdrawal

Dear Sir or Madam,

I am writing to formally raise a concern regarding a withdrawal that I have not yet received and the lack of communication surrounding this issue.

I recently won £456.40 on your platform. I initially deposited £100 of my own funds and did not accept or use any bonuses, free bets, or promotional offers at any stage. After meeting all wagering requirements, I submitted a withdrawal request for the full balance of £456.40. Despite this, the funds have not been received.

Since requesting the withdrawal, I have attempted to find information or assistance through your customer support channels. Unfortunately, I have been unable to locate a customer service contact form or any clear method of communication, which has significantly increased my concern. To make matters worse, I have since read multiple online reviews from other users describing similar experiences and alleging that your site may not be legitimate. This has caused me considerable worry about whether I will receive my money at all.

I want to be clear that I have complied with all terms and conditions to the best of my knowledge. The funds withdrawn were legitimately won using my own deposit, and there should be no reason for unnecessary delay or non-payment.

I am requesting immediate clarification on the status of my withdrawal and a clear timeframe for when I can expect the funds to be credited to my account. If there is any additional information required from me to process this withdrawal, please inform me without delay.

I hope this matter can be resolved promptly and professionally. Failure to do so will leave me with no option but to escalate the issue further.

I look forward to your urgent response.

Kind regards,

< first name removed >

Resolved

£457

Withdrawal concern with Spin Casino

Five days ago I registered an account with Spin Casino uk. I made a deposit without a bonus and played Roulette. When my winnings were at £2700 I decided to 'walk away' and requested a withdrawal which it said was accepted. I wasn't asked for any verification documents but expected this to be either requested later by email or not at all which can be the case. The site boasts that withdrawals to a debit card can be as quick as 12 hours or less. A couple of days later having not received an emails request for verification or notification of the withdrawal progress I checked my bank account and the funds weren't there. So I tried to log on to the spin casino account and it said I had been blocked. This was alarming. I then emailed them and got an automated response to say that their email wasn't in use. I then went onto their live chat and was number 49 in the queue. After about 1/2 hour I was told I had been disconnected. Then a few hours later I tried again. The same happened. I have attempted this now many times with always the same outcome. I have them tried to contact the parent company Betway and with no joy. I am now very concerned. I would really appreciate some help. Thank you

Resolved

£2,700

Spin Casino - Unable to request a withdrawal

Dear AskGamblers, I really hope you can help me.

On 19th October I deposited £800 and was awarded a £200 bonus. I played a gamble slot and was lucky enough to win £16530. I then completed wagering, as per terms and finished on £16912. I sent it all the documents to verify my account and received a verification call on Sunday 4th November at 5pm.

Since then I have been unable to withdraw my funds back to the card with which I paid. When I log in the only options I am given to withdraw are Neteller and Bank Transfer. I have spoken to Live Chat multiple times and emailed management in late November, and more recently on 5th and 10th December but have no got a response.

Thanks

Resolved

£16,912