Complaint #4 MoreSpin Casino

Closed account after requesting withdrawal

By Thomas D.

3 years ago

I requesting a withdrawal for over $400.00. The w/d was in processing for 3 days. I tried to log in and my account was in self-exclusion. I opened the chat and they said my account was closed due to multiple accounts and to read email. I haven't received an email so I replied I got no email, 5 min later it showed up. I'll attach the email. This is not true, I only use one email for anything related to gambling so I asked them for more info proving I had multiple accounts, and still no response.

Disputed Casino MoreSpin Casino

Reason Account closure

Amount $400

Discussion

AskGamblers

• Support Team

3 years ago

Dear MoreSpin Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

MoreSpin Casino

• Representative

3 years ago

Dear player,

We have received your complaint regarding the closure of your account at Morespin Casino. We understand your frustration and would like to address your concerns.

Upon investigation, it was determined that your account was closed due to the presence of multiple accounts associated with the same IP address. We would like to emphasize that the use of multiple accounts is strictly prohibited at Morespin Casino, as stated in our terms and conditions.

Our records indicate that an email informing you about the permanent closure of your account due to the violation of our multi-account policy was already sent to you. We apologize if there was any delay in receiving this email, as you mentioned in your complaint. However, we have confirmed that the email was indeed delivered to the registered email address linked to your account.

To ensure the fairness and integrity of our platform, our security systems detected the existence of another account linked to your IP address, which violated our policies. This discovery led to the permanent closure of your account.

We understand that you have claimed to use only one email address for all your gambling-related activities. However, our comprehensive IP records indicate otherwise, revealing the presence of another account associated with your IP address. Unfortunately, we cannot provide you with any further details regarding this secondary account due to privacy and security reasons.

We would like to assure you that our decision to permanently close your account was based on thorough investigation and in compliance with our terms and conditions.

Best regards,
Morespin Casino Operations Team

AskGamblers

• Support Team

3 years ago

Dear MoreSpin Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

MoreSpin Casino Complaint Stats

Resolved 0 / 7

Avg. Amount $1,401

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

MoreSpin Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 0 out of 6 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

MoreSpin Casino Complaints

See all complaints for this casino

Not paying out winnings 310 USD since September

Hello.

The casino has not paid out winnings since September 22, 2023.

The output status is "pending".

At first, casino representatives answered my questions. Then they closed the chat. Then they stopped answering emails. That is, there is no connection with casino representatives.

Winnings are not paid for 3 months.

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I have contacted this casino with email and live chat but I'm not getting any answers.

I sent all my verification documents over 2 months ago and I have 380 euros there to withdraw.

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I have now been on chat three times and each time I am told to wait. This has now been two weeks. I have been told that if I do a complaint they will consider it threatening behaviour. I have asked for a response via mail and have also been ignored for two weeks. I cannot get my account verified by the casino or any help from caht or the email agents.

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Withdrawal of 2200USD delayed

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Morespins casino taking months to pay

I registered and won on Morespin casino on the 24th of April of 2023.

After very poor communication I was asked to verify my account which took nearly a month after they had all the documents. When my account was fully verified I requested a withdrawal for 3000EUR which was approved a week later.

Since that time I requested another withdrawal for 3000EUR and have a remaining balance of over 2000EUR in the account. The withdrawal was requested on the 31st of May and has not been paid yet. When I asked the casino about it they were not able to give me a clear answer.

I am asking the casino to participate in this thread in order for me to have complete transparency as to when I will be paid.

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Withdrawal suspended due to bad comments on players review

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