Complaint #29 Spinland Casino

Lost 360,000 NOK because their player protection tools didn't work

By Diamond884

8 years ago

After dialogue with you on e-mail, I have sent the attachments/proofs there instead, because of sensitive information.
Here you have a detailed description of the case as agreed on e-mail dialogue with AskGamblers:

When I stopped playing thursday night on Spinland (16/11-2017) I had 650.000,- NOK (After a withdrawal of 50.000,- NOK) on my account. A huge amount that I wanted to secure. Spinland refused me to take out more than 80.000 NOK a week without any reason. I therefore had to wait for weeks to get the withdrawal done. Therefore I asked them to pause my account for 6 weeks while they paid out my withdrawal each week. They said it was not possible to stop it for 6 weeks, even tho it says so on there pages: (https://www.spinland.com/index.php?page=playerprotection)
They recommended me to have my account open, and I thought that then I could at least have full control of the withdrawal myself, so I agreed.

To secure my winning, and guarantee that I didnt lost it, I therefore set up a loss limit of 1.000,- NOK/month just to make sure.
But the loss limit never worked. The next days I lost a huge amount of the winnings, around 360-370.000 NOK. On sunday/monday 20-21, I even put up a time session limit on 30 minutes that promised an automatically log out and full stop after 30 minutes. It never logged out.

Long story short: I tried desperately to secure my winnings so I didn`t play anything of it, and I did absolutely everything in my power to stop myself from loose my winnings. I asked them to pause my account, raise the weekly withdrawal limit, and I put up deposit limits, time limits and loss limits. NOTHING worked.

The rules of responsibe gaming was completely broken.

I therefore ask for a full refund from Spinland of my losses after 16/11-2017 of 370.000,- NOK (The rest I got cashed out).

Let me know if you have any questions what so ever, or if there is anything I can do to make you solve this case faster.
You have gotten everything documented on e-mail as we agreed today.

Thank you.

Disputed Casino Spinland Casino

Reason Other

Discussion

AskGamblers

• Support Team

6 years ago

Dear all,

AskGamblers Complaint Team considers the lack of response on behalf the complainant to our simple request within the allocated time frame of 96 hours as an eloquent confirmation of the fact that the issue, subject to this dispute, has already been raised with and ruled by the MGA.

Based on the abovementioned information and taking into account the AGCCS policy of compliance with the decisions taken by the official regulatory bodies and/or ADR entities, the AskGamblers Complaint Team has no other option but to close the case as resolved in operator's favour.

AskGamblers

• Support Team

6 years ago

Dear @Diamond884,

AskGamblers Complaint Team is strongly encouraging you to refrain from any assumptions, especially unfair and unjustified ones, and focus on providing the best possible level of cooperation during the complaints process.

Thank you.

Inactive user

6 years ago

Because thats the only thing you need to hear, to suddenly support Spinland in this case. Even tho the facts are still the same, their player protection tools did NOT work.

As I told you, I am waiting for their reply and you can then see the dialogue for yourself.

AskGamblers

• Support Team

6 years ago

Dear @Diamond884,

Please keep in mind that we are still awaiting from you to provide straightforward feedback on this particular question:

We have also been informed by the affected operator again that the dispute has been closed by the MGA and your claims have been rejected. Is that correct and when did that happen?

Thank you for your cooperation.

Spinland Casino Complaint Stats

Resolved 7 / 9

Avg. Amount $1,684

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Spinland Casino Complaints

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Spinland does not payout since October

I am submitting this complaint against Spinland Casino regarding a delayed withdrawal of £307.57, which was requested on 14th October 2024 at 16:29 (UK time) to my Litecoin wallet. The transaction ID for this withdrawal is #32718675. Despite multiple follow-ups and reassurances from the casino, the funds have not been received, and I have been denied further communication by being banned from their live chat. The delay has now exceeded five months, which is completely unacceptable.

When I last managed to contact Spinland Support, I was informed that the delay was due to verification required by Coinspaid, their payment processor. However, no further updates have been provided by either Spinland or Coinspaid. Given the extensive time that has passed, I find it difficult to believe that any legitimate verification process would take this long. The lack of transparency and failure to process my withdrawal raise serious concerns about the casino’s handling of player funds.

I have requested clarification on several key points, including:

1. Transaction Status – Has the withdrawal actually been processed, and if so, can I be provided with a transaction hash and confirmation of where it was sent?

2. Reason for Delay – What is the specific cause of this five-month delay, both from Spinland and Coinspaid’s perspective?

3. Resolution Timeline – When will I receive my £307.57 withdrawal, and what steps are being taken to ensure prompt payment?

Despite my repeated attempts to seek answers, Spinland has refused to provide a satisfactory response. Their failure to pay out legitimate player winnings violates industry standards and raises serious doubts about their reliability. I am now escalating this issue to AskGamblers to intervene and mediate a resolution.

I urge AskGamblers to assist in ensuring that Spinland Casino honors my withdrawal request and releases my funds without further delay. Thank you for your time and assistance in this matter.

(PS - The Spinland Casino in question is Spinland., heir email address keeps changing [currently it is [email protected]]) and they banned me from live support for asking for their complaints process)

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No one helps with payment

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I then got an email stating my bank wouldn’t allow them to process my payment so they would have to do it manually and needed my bank account number sort code iban number and bank address.

I sent this to them in which then after 48 more hours they said they have processed my payment and it will be in my account within 10 business days, but I wasn’t so I emailed them again in which they wanted a copy of my bank statement to make sure I hadn’t received it. I sent them on the 24th august.

I’ve tried chasing again but no one is getting back to me.

Please can someone help me before I go down the legal route.

Unresolved

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Full winnings not given from no deposit spins

I received 15 no deposit spins and won an amount of money about £400. This was removed and capped at £50 as they said their bonus terms and conditions state that winnings are capped at £50 unless otherwise stated. It has been otherwise stated for me and in the email I received offering the spins , it said winnings are capped at £100. I have asked for this and they are refusing to give me the extra £50 and that their terms and conditions take precedent over my email. I'm sorry but this is immoral and the terms and conditions clearly say 'unless otherwise stated' which my email did say something else. It's a matter of £50 and a matter of principle. They can afford it and I've been a good customer. I can't see the issue. Please see attached screenshot for proof of the email I received

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