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SpinUp Casino - Account closure as it suits best to them

RESOLVED
Posted on May 3, 2019

On Friday 26th April I received a promo email from spinup casino. I registered and deposited circa €2000. I eventually got lucky and won €5000 and submitted a deposit. As it was the weekend, the chat service advised I wouldn’t hear back until Monday. I read their verification information and decided to send my documents to ensure there were no delays with my withdrawal.

I waited on Monday 29th April for contact from their finance department but heard nothing. I decided to try log into my account to find it had been blocked.

I emailed support to find out why it had been blocked but not heard anything.

On 30th April I got an email from another part of spinup casino (oversight team) stating I had asked to block my account on one of their partner site so they blocked this site. As spinup had sent me the email to join, I hadn’t realised it was linked to 14red. I accept I had asked 14red to close my account on 16th April.

Spinup casino were happy to let me register and spend €2000 on their site, but because they don’t want to pay out the winnings, they blocked my account. Why did they not stop me registering on their website in the first place. Why not block the account sooner? Why wait until I made a withdrawal? It feels like a scam that they let you register and spend and only when they need to pay you they decide you’re blocked on partner sites.

The oversight team suggested they will refund me €300 as a goodwill gesture. I replied saying at very least I think they should refund me my deposits and void my winnings. No response from them, waiting since 30th. Suspect I will not hear anything from them.

To say they have blocked my account, they are continuing to send me promotional emails to gamble on their site.

AskGamblers
Posted on May 7, 2019

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on May 9, 2019

Dear N600LAD

Thank you for bringing this matter to our attention.

We understand that you are in communication with the Oversight Team. Please continue to correspond with them in regards to this matter.

Kind regards

SPINUP CASINO

Posted on May 9, 2019

They take over a week to reply and do not answer my questions. Why did it let me register and only when I made a withdrawal did they decide to block me?! Happy to take money until you have to pay out. I still getting emails from spinup to gamble and other alpha casinos. Why am I getting these of my account is blocked?

AskGamblers
Posted on May 13, 2019

Dear SpinUp Casino,

Please let us know if there's some update regarding this case.

AskGamblers
Posted on May 13, 2019

This complaint has been reopened as per SpinUp Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on May 15, 2019

Dear N600LAD

The Oversight Team informs us that they are in constant and continuous communication with you regarding this matter.

Please continue to correspond with them and update this post.

We wish you all the best in the future.

Kind regards

SPINUP CASINO

Posted on May 16, 2019

They were very slow to respond and although not happy with the resolution this matter can be closed

AskGamblers
Posted on May 16, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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