Complaint #10 Spinz Casino

Issue with withdrawal and verification

By Aapo A.

1 year ago

Hello! I played on Spinz.com casino on 23.10.24 and withdrawaled amount was: 4626€. By the next day casino asked to verify my account and needed all kind of documents. I submitted them all and they got accepted after couple of tries, but in the account is still reading "account needs to be verified" and livechat told that i need to wait some answer from some department, and they will contact me by email. Nothing is still not happened, and withdrawal is still on waiting and all documents are accepted. What should i do and is this normal action, that i need to send documents and wait so long? Now i tried to contact them by email for more. Screenshots attached below. Best regards, Aapo A.

Disputed Casino Spinz Casino

Reason Delayed payment

Amount €4626

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

aapoalppinen

• Finland

1 year ago

Thank you for your response. The withdrawal has been finally processed and received in my account. I believe that filing a complaint with Askgamblers helped speed up this process. All’s well that ends well. Thank you.

- Aapo

Spinz Casino

• Representative

1 year ago

Hi AAPOALPPINEN

Thank you for reaching out, and we’re truly sorry to hear that your experience hasn’t been up to your expectations.

Since this is a public forum, we can’t discuss too many account details here, but we wanted to let you know that everything on your account appears to be in order, with no pending documents, so your withdrawal should now be on its way!

Please check your gaming account for confirmation, and if you need any further assistance, don’t hesitate to let us know Our customer support is here for you 24/7.

Spinz Team

We apologize again for any inconvenience and wish you a wonderful day ahead!

aapoalppinen

• Finland

1 year ago

There's still not reply from my email to support on spinz. So lets wait more, i think.

Spinz Casino Complaint Stats

Resolved 2 / 3

Avg. Amount $1,677

Avg. Complaint Duration 5 days

Avg. Response Time 1 day

Spinz Casino Complaints

See all complaints for this casino

ignoring requests for refund despite not playing with deposit

I deposited with spinz two weeks ago. the deposit credited fine but then immediately i was asked to verify my account and the account was blocked.

I supplied my id, proof of address, card and selfie. all were verified except my poof of address (utitity posted bill) the casino requested a government issued proof of address. I explained this does not exist in my country, everything is supplied by the state. I let the casino know I had not been able to play with the balance and if they as a vendor were refusing my custom under eu consumer law they were required to refund my deposit.

The casino has ignored my emails and when I went on chat I felt the chat agent was belittling me. I have not gone to the MGA yet as my first step is Askgamblers. Please help mediate this so the casino actually engages. thank you.

I will email evidence separately.

Unresolved

Removed my rights to claim any bonuses without any further information

Alright, so I got an e-mail from Wildz telling me that they have opened a new sister casino Spinz where you could get free lvl ups watching their streams. Of course, that caught my attention, and I headed to Spinz to create my account. All went well, i read the terms and went straight watching their livestream. Streamer was supposed to get 100x win and all the watchers could get a lvl up reward. Once 100x hit, I tried to check my bonus page which said: "This account is not eligible for any bonuses". I went to the livechat asking what was the problem, and Amanda there said their security team has restricted all the bonuses from my account and she wouldn't tell me the reason.

I have no idea what happened because there is literally nothing else I did but watched their livestream for less than an hour. I didn't make any deposits, nor didn't use their welcome bonus. I don't have double accounts, no one else plays with my IP, I am very familiar with these terms. I just want to know what went wrong?

This definitely doesn't impress anyone when it comes to brand new casino. I've had an account on all their sister casinos for years and anything like this never happened.

Resolved