I joined Spin Station following reading a review on this website. However, I noticed that I had been a member of some of their sister casinos. However, I have always been impressed by the casino's and in past few weeks my situation has dramatically changed and I can have an 'entertainment fund'. But to be vigilant I made contact straight away with live chat and had below conversation
Wed, 10/05/16 11:53:53 am Europe/London
Hello tennis7878. How are you today? I'm here to assist you.
hey lasse can I please ask that if I make a deposit I do not receive a bonus because I do not want to be hampered by wagering requirements
Before you make a deposit you will be able to decline the bonus offer .
If at any stage you see a bonus on your account please contact us straight away before playing with it so we can remove it.
okay cool. I have never had an account with yourselves before but have done with hello and 21 casino is it still okay to join
wonderful thanks I had to self exclude from them but I feel much more at ease with my gaming levels now thank you
A very warm welcome to Spin Station and good luck.
Duration: 4m 28s
So, having had this transparency I made deposits and started playing. At one stage I was down £7,500 and I wagered nearly £20,000 and my balance is £23,300, however, yesterday at 1.30pm UK time I tries to log back in and it says user excluded.
I have contacted live chat 6 times over past 30 hours and absolutely nothing, they say they have no info and I will receive an email from accounts. My final chat log below,
Thu, 10/06/16 04:31:17 pm Europe/London
Hello Client. How are you today? I'm here to assist you.
Claudia we spoke 3 hours ago, Tennis7878 Marc Lewis 16/01/1978
I am now starting to be really upset approaching 30 hours of zero communication and over £20,000 gone missing, I will be logging official complaint with all transcripts on both AskGamblers and with UK Gambling Commission. Before I do this can you kindly confirm that still after 30 hours you have no idea what is happening
I can see that this is still with our accounts team and is being dealt with as a matter of priority. I see this is on going and the process can take a bit of time apologies for any inconvenience I can imagine this can be quite frustrating. I will escalate it again and as soon as we receive feedback we'll be in direct contact with you.
Duration: 9m 5s
Despite having trust in this casino provider I feel that I have been very patient and have no other option but to log this complaint officially with AskGamblers