Complaint #113 Spin Palace Casino

Having trouble with verification of documents

By Teri C.

2 years ago

Hello again. This complaint is about spin palace. I deposited $10 then another $10

I won $500. So I decided to withdrawal my winnings. I sent them documents for verification, and they rejected them all. My ID is expired. So I sent them birth certificate bank statment, health card, bank card,visa debit card, my cheque stub, but they keep refusing me. Then after a while they said address has been verified. Then they said they needed a clear Picture of my ID again. So I sent it. After a bit I didn't hear anything bCk by email, so I tried to log into my account but they locked me out couldn't login. So I messaged them using live chat at the bottom of the screen they told me my withdrawal is in the first stages and it can take a couple of days. There for my account is temporarily disabled. Again I login to spin palace, but when the site loads it says spin casino. I also have all the emails and more screenshots. Thank you, Teri

Disputed Casino Spin Palace Casino

Reason Verification issues

Amount $500

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following an email request received from the complaint's submitter to reject the complaint, the AskGamblers Complaint Team has no other option but to honor the request in question.

Spin Palace Casino Complaint Stats

Resolved 2 / 24

Avg. Amount $3,548

Avg. Complaint Duration 5 days

Avg. Response Time 4 days

Spin Palace Casino Complaints

See all complaints for this casino

Closed my account and confiscated over 1,000€ in winnings without saying why

Hello!

this casino has closed my account and confiscated 1,000€ in winnings.

Chat would not tell me why and just said they have the right to close account. Ok I understand this but I'm not sure if they have the right to take away my winnings.

Please Askgamblers team ask them why they closed my account and for proof.

Please see attached Screenshot from chat.

Thank you!

Unresolved

€1,000

Pending withdrawal 20 days so far, no feedback or communication

Hi i go by username "XXXXXXXX"
I would really like to get an update and confirmation about incoming withdrawal of $5000NZD i have made which has been pending for a unusual amount of time. i have send in my documents and have been told everything is in order and im verified but i have no confirmation documents from spin palace's end or nor see the payment pending. This has me very worried im gonna experience some wrong doing towards me.
Could i get something official written down and sent to me i really need some piece of mind i think that would be fair enough
i have been dealing with the chat support for 3 weeks now, only to be told to keep waiting for feedback and its with operations for review same thing over and over with no real info or confirmation. i hear absolutely nothing and when i initiate to chat to them again(on a daily basis now) they keep reseting the time frame. This is getting beyond a joke now! Could i please get some special attention regarding my case to get me my withdrawal paid out or some confirmation or info just something! i getting beyond fed up.
Give me some god dam confirmation about getting my money that i legit won after putting my own money on the line.
I have pumped in enough off my own money and lost alot of it too, the least yous can me is give me my winnings.
yous are suppose to be a well established online casino with a good rep but im not buying it at all.
Sorry but im very annoyed here, please give me some information please or more importantly get my my winnings asap into my skrill account.
Proof included below

Transaction History

Statement for 1 Jul 2019 to 1 Jul 2019
Accepted Deposits
Withdrawals
Balance Adjustments
Currency Change
Return to Search Criteria
Casino Spin Palace Start Date 1 Jul 2019
User Account "XXXXXXX" End Date 1 Jul 2019
Account All Sort By Date
Back to top

Accepted Deposits
Date
Transaction Account Type Account Billing Amount Credits
1 Jul 2019 329_17157846 PaySafeCard -- NZ $ 50.00 NZ $ 50.00
Total Credits NZ $ 50.00
Back to top

Withdrawals
Date
Transaction Status Credits
1 Jul 2019 170784117 Reversible NZ $ 5,000.00
Total Credits NZ $ 5,000.00

Unresolved

$5,000

Operations department delaying my withdrawal

spin palace is giving me the run around regarding withdrawal of 1500.00. they keep saying its with the operations department. it has been since june 25 2019. i requested another withdrawal of 499.00 and that one has not been processed as well. my last email was 2 days ago and they said that it will be in the operations department for at least another 48hrs minimal. what does that mean? and why am i not being paid?

Unresolved

$1,999

Restricted from requesting withdrawals, must wait for a whole week first

I make 300PLN deposit, no problem with that. When I end play, I have 2900PLN and I want make payment to my EcoPayz account. When I try I see error. I sent screenshots to support and I get reply that new accounts must wait 7day to make payment, on chat support no one has heard of it. There is also no word about this in the regulations. I am warning you, this can be scam. Please be careful when you start play on this casino

Unresolved

zł2,900

Just took my $130 and refused to provide any further information

In September I received a deposit bonus. Played allowed games with allowed bets. Finished wagering. Made withdrawal. After some time I decided to log in to my account, but the login / password did not fit. I went into the chat, Christian said in the chat, the account was blocked by the decision of the casino management.
I asked on what grounds, because I did not break your rules.
Christian said management has the right to confiscate funds without giving a reason.
Simply referring to the clause that if the casino believes that you have violated the conditions, it has the right to block the account.
Such an explanation of these actions suggests that they can confiscate from everyone they want.
They took 130 dollars from me and they don’t want to explain anything.

Unresolved

$130

Delayed payment of $13,100

Hi there, I won 13100 from spin palace not too long ago. I have been waiting patiently for a payment to come through. I've talked to over 7 agents and have the conversations recorded and sent to me via transcript. Every agent is surprised that it has taken this long for me to even receive and email confirmation that the payment is coming. The payment is in the final process with the operation management team and every agent says it takes about min 24 hours for it to process through. My documents are 100% ok and we just been waiting patiently. It has been 4 business days and the agents say its still processing and it should go through. Just a little worried b/c i've read on multiple forums that spin palace does this on purpose. I've also read people do get paid quite quickly as well. The last agent stated that he has put an urgent request and should be hearing from them shortly. I really hope you guys can help me resolve this matter. I'm sure lots of other players have gone through something similar as well. just a worried player. 13100 is a lot of money. thank you

Unresolved

$13,100

Trying to claim $20,050 winnings since July 2017 without success

Hello my name is Huvasi and I’m requesting help to my situation with Spin Palace Casino. On 17th July 2017 i used a paysafe at the time and I won the sum of $20,050 and requested to be paid by cheque, however after waiting 10 days or so I rang them and told them that the funds I had won hasn’t arrived to the address I had asked the cheque to be sent to. spin palace casino did not send me a cheque instead they had told me the funds have been deposited into a prepaid visa gift card that I had once used there prior to my winning which the gift card can not be reloaded. I told them I requested a cheque and they confirmed that I had also requested a cheque and they couldn’t understand why the money had been deposited into this visa gift card. I never authorised anybody to deposit money into this prepaid gift card because it can not be reloaded and I don’t have any way or right to ask any merchant to deposit any money into it because it’s prepaid they never told me or asked me for any proof like they do before depositin any winnings into a card. Ever since last year I have been chasing the winning so I contact the service provider for the card which was Vanilla and they said to me that the card was blocked because there was money refunded to the card by a forceful refund which Exceeded what the card originally had on there which was $100 and that there was no transaction of me spending $20,050 to get that amount refunded and I had told them that i had won it from an online casino but never authorised them to deposit money into the gift card an they couldn’t work out how this has happened and money has gone into this prepaid card which was impossible for the card to accept this sort of money or any money at all. So they investigated and I have been contacting them constantly then they told me after a year contacting them 3 or 4 times a week for a year that I had to contact Heritage bank where the card was issued and after a couple of months of there investigation they had emailed me to contact spin palace and in contacting spin palace they have told me that the money needs to be reversed from Vanilla and regardless the funds if reversed from vanilla they said there is no possible way of sending the money to me because Australia has been cut from using spin palace and that they wouldn’t be able to help it was there negligence by depositing the money into a visa gift card that they had on there system which I used once prior to having the win. I have exhausted every avenue with no positive outcome that is why I am asking askgamblers if they could please help to get the funds I have been trying to claim since 17th July 2017 I have been persistent with these businesses with no positive out come please help me recover these funds I have done nothing wrong but do what has been asked if me to my best ability and I have been very patient and stressed from all this chasing and getting the run around treatment please help

Unresolved

$20,050

Confiscated my $180 winnings, locked my account and won’t give me any reasoning

My first time online gambling. I used my own bank card, registered on this website with all my correct info. I modestly put a 10 deposit, which they doubled and I went on to play empire diamond I believe. Anyways I hit some sort of bonus and the $$$ just kept going to almost $700. I was in shock. I went and read the withdrawal terns. Which stated I had to play through $500 in order to withdrawal. So I did, and it allowed me to withdrawal $180 by echeck which was recommended by a live agent I chatted with. He was very polite and congratulated me on my win. Few days later , went to log on, I was locked out of my account. Customer service was robotic and no one offered me any new info. Just that management was overseeing the account and I would be contacted once they made a decision ... I have no idea what I did wrong but this has got me quite angry and feeling stupid for supplying my bank info to a company that locked me out of my account and is withholding my winnings. Someone please help?

Unresolved

$180

Sending bad cheque, stalling 7000 AUD payment

I won $7000 AUD while playing spin palace . The banking deposit method i used was my MasterCard that is linked to my spin palace account that is in my name , my correct address etc I had no trouble withdrawing this amount but as spin palace do not put winnings back into my master card and i do not have a visa, i opted for a cheque to be sent via direct courier to my house address I received the cheque 3 days later and went straight to my bank and deposited the cheque into my account with no problem and the amount of $7000 was showing in my account straight away but of course wasnt accessible until it had cleared (3 days) On the third day i checked my account and the $7000 had disappeared and the cheque had been reversed due to unpaid cheque !!! , I immedialtey called my bank and they said the chq was unpaid due to the drawer having no funds to pay the cheque I called spin palace and they told me to send them a bank statement , i have done this 5 times via email and spoken to them 12 times in 3 days and then they told me to send me my swift account details and they would pay it that way as they admit i was not only the only player to have this complaint and they apologized sincerely and will have the withdrawal processed within 24 - 48 hours I still havent received any money and now i have called them 3 times today and they are now saying they have no record of any of my calls and it hasnt been paid their end as they need a letter from my bank saying why it was reversed - it is there bank that they need to contact , i cant as i am not the drawer of the chq !!!! I am so furious and stressed as the $7000 winnings was to pay my mortgage which is now overdue so i have late fees and the bank calls all day to ask me when i can pay this , please help me :(

Unresolved

$7,000

Withdrawal refusal

Firstly, its been a very frustrating experience since the time of winning some cash with Spin palace. There was no concern when I was depositing from my cards in the past, when it comes to withdrawing my cash, have all types of concerns in regards to my ID and you also they have some discrepancies in there system for not find my remaining cash winnings of $22,000 which adds to my total of $41,000 of which I did a reversal of $4000. Meanwhile, for my understand I believe only $15,000 has been processes and the remaining hasn't been found and one person says its system discrepancy. I'm a platinum member with this particular casino and the minute I have some winnings they do not respond on time. I have the proof of all the withdrawal notifications that I have received from Spin palace group, happy to forward it you if required. Please look into this online casino and take necessary actions or please resolve the matter and help me get my funds as I have spent hours together on phone since my withdrawals. Hope to hear something positive.

Unresolved

$22,000