On the 22nd of October, I joined Spinjo Casino. I made my first deposit and lost €500. I then made a second deposit and received a bonus with it. I opened a slot and played, making sure that I followed the promotional rules. I had to make a large number of wagers since my money was locked. But in the end, I got very lucky and hit a win of €19,302.62. The funds were finally unlocked, and I made a withdrawal. I was sent an email asking me to send documents and a selfie. I sent the documents promptly, and they were accepted. I received the €4,000 I had withdrawn. But afterwards, the problems began.
I tried to log into my account, and a notification said that my account had been disabled (screenshot below). I then noticed that I had received an email from them. In it, they explained that due to an administrative decision, my account would remain closed but that I could withdraw my funds manually (see attachment "Email1). They asked me to provide a crypto address. I replied with "Here is my BTC address xxxxx". Several days passed with no reply, and I had to chase them up. Eventually, they asked me what network it was on, despite my saying previously that it was a Bitcoin address. Since then, I've received no funds. I've had to chase them continuously, and they just reply with vague assurances that the responsible department has been informed (see attachment "Email2").
I feel like there is no will to resolve this from the casino. I have been patient with them, complied with their requests, sent them sensitive documents, and have twice sent them all the details they needed to make payment as they said they would. They are happy to take my money when they lose. But the moment I win, they aggressively lock my account and stop paying further withdrawals. When the player loses, Spinjo receives their money instantly. So when the player is lucky enough to win, Spinjo should pay without these kinds of delays. I felt I was left with no choice but to raise a complaint here.
Thank you
