SpinEmpire Casino - Stole my money 4200 euros and then blocked my account in order to dissapear

posted on June 4, 2015.

Hello, i registered in this online casino after i saw it here at ASKGAMBLERS. I deposited 35 euros received the welcome bonus and lost all my balance. Few days later they sent me an email offering me 100% match deposit bonus. So i deposited 50 euros. I contacted the live support agents in order to know what are the rules. They told me i couldnt play Champion of the Track Game, Devils Delight, Gonzo's Quest, Mythic Maiden, Reel Rush, Steam Tower, The wish Master, Castle Builder plus Jackpot games. In the beggining i started with a netent slot secret code in which i manage to win 100 euros almost. They also informed me that my max bet was till 10 euro bet per round, something that i didnt even reach. Later i hit some microgaming slots like Thunderstruck2. In the end i played Thunderstruck 9 lines with 2,70 bet and earn about 1000 euros. That was nice but i had 3000 wager requirement to complete. Something that i managed to complete the same night and left my account with 800 euros free to play or withdraw. The very next day i contacted the live support in order to be 100% if the wager was completed and if i could now play all the slots and jackpot games. The agents after checking my account ensured me 2-3 times that everything was perfect and now i could play eveything i wanted. So after trying a few slots i managed to turn my balance to 1.100 euros. Then i decided to play gonzos quest(slot that i was able to play while i had completed the wager) in which i earn 2.403 euros after triggering a bonus with 3 euro bet per round.To sum up i had 3.400 euros. The next day 31.05.2015 i hit the slots, and managed to turn my balance into 4.200 euros. On Monday, i logged in my account but my money was missing. I contacted the live support asap in order to know what was going on. They gave me an email to contact which was the vip manager of the casino. She informed me that the winnings needed to be clarified. She gave me 48 hours time frame and ensured me everything was okay and she would contact me again. She didnt. Not even the management department did. On Saturday 29.05.15 i sent my docs to be verified and the verification was taking up to 5 days max but they said that it takes fewer days. Well after talking with an admin support he told me that the only thing that they had was my skrills screenshot. Well thats a bummer, so i sent the same docs again and again to the admin support in order to verfy them. To be honest the admin support(that later i was told that he was the manager of the casino) told me that everything will be settled in 24 hours but im not accepting any time frames. Well today at 4-6-15 while i was supposed to wait for the 24 hour time frame out of nowhere they closed my account while the support was sending me emails to send again!!! my i.d docs!! Icontacted the support and they told me that nobody is working(it was 17-18 o clock in the evening for gods sake) and tried to calm me telling me that everything will be done tomorrow. I asked the agent to tell me the adress when someone wants to send a lawsuit for example and the agent wasnt able to tell me because she didnt even know! I want my winnings to be placed into my accounts balance, verify my account and send my money into my skrill. Is it too much that im asking? I dont think so. It is supposed to be a brand new casino and the management dep. works from morning till the evening like they're mga or something. As for myself by the time i followed their rules and was 100% fair and legit player im not accepting from my side delays or sayings like there is something strange with your winnings like the casino never saw a 4 digit win. Take a look at the right corner down on their site under ''play safe and responsible'': Play safe and responsible:
Confiscation of winnings, crooked software, payment delay, unresponsiveness, hidden terms, bogus license, - the list of tricks used by online casinos these days is endless. We had no intention to become a flight-by-night business and centred the company on fair play. One of our major objectives is to establish responsible practices to increase player confidence in online gaming services. Players can safely enjoy their favorite games at SpinEmpire online casino without any fear of being cheated.
I laugh when i see it by the time they are trying to do the half of those things on me in order not to pay. Yeah, thats some serious fair play. Unprofessional actions by their side: took winnings on Monday without sending any email like 4.200 euros were candys. Gave me 48 hours time frame, not even one response. Sent my docs a week ago and later i learn that the only thing that the support agents forwarded was my screenshot skrill. Stalling aint a thing, but stalling conbined with making fun is something that i dont like. I warned them, that in case the winnings wont be placed at my balance i will be filling up complaints at askgamblers and if they are not willing to respond MGA is waiting and then the court. No problems. Every warning from me is done if actions arent made by the other party.

posted on June 5, 2015.

Dear Sir,

I have checked your case and I have the information that you didn't pass KYC documents verification process. Please send us copy of your national passport and utility bill on your name and address. As documents you have send didn't pass verification. You can personally contact me via email to [email protected] . Once we have copy of your national passport and utility bill we will run short security check , once your documents are approved by our finance department , you will be able to withdraw all your winnings. Also we didn't take your winnings, they are on hold. Once your account is verified you will get all your winnings.

Sorry for inconvenience , but this is our regular account verification process.

Best Regards
Bill Newport,

posted on June 5, 2015.

Hello, Bill Newport,

I sent to your personal e-mail the exact documents which were taken today and they are brand new by number: (1) Skrill credit card (2) one month old phone bill, (3) my driver licence (4) my identification card ''passport'' as its used for both ways, (5) a letter from Skrill with my personal details. (6) one month old my internet bill. I im not able to send utility bill because i live at my moms.
Now, please provide me with an exact time frame, which everything will be completed under this particular period. Now please im waiting for the reply. Consider that the complaint will be closed when my winnings(4.200 euros) will be withdrawn into my Skrill account.

posted on June 9, 2015.

Did you pass a KYC, did you get your winnings?

posted on June 9, 2015.

This is supposed to be a brand new casino. I sent my documents to the vip manager, to the support and to Bill Newport. No response from anyone. Of course i contacted the live support and confirmed they forwarded every single document to the financial department and to the managers too.
Till now no response, no reopen of my account, no winnings withdrawal.And we are talking about a brand new casino.

posted on June 9, 2015.

I contacted personally with the V.I.P and Account manager Amy. I asked for an update. She told me she would contact me shortly. I didnt get a reply. Now i have to wait tomorrow because as i mentioned they work from the morning till the evening. I have sent 23 pictures taken at the best point of angle and view in order to be clear like crystal. Mr. Newport claimed they would run a short security check. Till now no reply no update from the opposite party. Its 4.200 euros on hold, money that i had to had a week ago.
And consider its a Brand New Online Casino ranked with 7.75 points.

posted on June 12, 2015.

The online casino told me to post in order to increase the time. Tomorrow after agreement the manager of Spinempire will call me at 12 o clock London Time. He will tell me when everything will be done without stallments anymore. Propably everything will be settled down tomorrow. I will keep up with the update tomorrow after the call from the manager of Spinempire.

posted on June 13, 2015.

SpinEmpires support sent me an email, confiming that they tried to call me but they couldnt get on the line. Its the second time they tried to get away with the call, so they wont give a specific time frame, neither the winnings. I am starting to think that this casino might be a SCAM. Yesterday they told me they would call me at 6 London Time. They came up with the apology that the manager was on a meeting. They promised me that they would call me tomorrow at 12 London Time and assured me that everything would be settled down. And of course that there wasnt any chance of not getting in contact with me. Of course they came up again with the a really poor explanation again. The only thing they had to do is to use 0030+ and then the number. Maybe they called,maybe they didnt. I dont trust them anymore. Futhermore yesterday they asked me to post here in order to increase time. An onlne casino asking that to a player. Showing what that they want to solve the case by the time their actions are literrally zero! For two weeks i am the one whos sending the emails and trying to get the update. I havent any email by them, for 2 weeks. Literrally nothing!!! This has to stopped. Here is the chatscript of the convesation yesterday between me and SpinEmpire. I requested to be sent to my email, in order to have proofs. And last, the email sent to me by support today.
An online casino 1) Asking the player to post in order to increase time at Askgamblers.
2) Avoiding to call, email, update and pay the player.
4) A representative replying to the complaint with Slotobank.com under his name by the time they claimed it million of times they have nothing to do with this casino.
3) Promising and then giving ''random'' explanations
is not a serious casino. If they were, winnings would be in my hands right now. From my party, i did everything to help out the online casino and proceed to the payment. But since my help isnt appreciated that shows that they dont want to pay neither play fair and legit as i did. My winnings were fair made, sent 23 pictures of documents(skrill account screenshot, skrill letter , skrill credit card, one month old phone bill the one they ''tried'' to call, one month old internet bill, driver licence, i.d''passport''). The verification proccess takes max! up to 5 days. Something that they didnt even manage to complete. Have a clean and legit account, and this is what i get instead. Congratulations. When a 329 days old casino does those kind of things, imagine next year.
If they want to reply be my guest, but im not replying to explanations so not to give you anymore time . Either you come with winnings and the confirmation or dont bother replying. You might take me serious if you have a call from MGA manager or technically speaking with a representative of the owner company. I have been way too nice with the representatives of SpinEmpire and all they do is messing around.

posted on June 17, 2015.

Dear Rafail,

We need to go over your issue one more time. Your documents and your case are on the table of our top management. And once they have a solution , we will contact you back here or via email.

posted on June 17, 2015.

Dear Rafail,

We need to go over your issue one more time. Your documents and your case are on the table of our top management. And once they have a solution , we will contact you back here or via email.

posted on June 17, 2015.

Still you are not giving me any time frame. Yesterday you asked for my driver licence to be sent again in better quality. I sent it. But just for a check of this document cant take weeks.

posted on June 20, 2015.

Any news?

posted on June 22, 2015.

On Monday 15-06-2015 they sent me an email asking for new photos with better quality of my driver licence. The new photos were sent almost instantly. On 19-06-2015 i received this email you see below,
informing me that i wold be vontacted at 18:00 London Time. Guess what...It never took place. Management department didnt call again for the fourth time. They decided then to give me a personal contact detail of the Manager in order to get in touch. Well now they say all these days that the manager is not in the office.
I dont even know about the kyc procedure if they finally decided to check them and approve them.
Its been almost one month that my winnings are on hold.
On top of that my account remains closed because as they claimed first my account needs to be verified.
Im really getting tired.

posted on June 25, 2015.


We have received your documents and sent them to Security team. We are waiting for confirmation and right after that we'll get back to you. At the first site everything seems to be totally fine, you will get your winnings as soon as we finish the procedure. Sorry for such a bureaucracy is taking place at the moment.

posted on June 27, 2015.

Yes i still dont have any reply neither the winnings.

posted on July 1, 2015.

Your documents were successfully verified, we bring our apologies for the delay.

Your account is now active and you can withdraw your winnings any time you like. Please confirm that you got your balance back or if you are expecting any possible issues. Thank you!

posted on July 2, 2015.

I confirm that my account is now verified and the winnings of 4.200 euros are on my account.
Furthermore but not least is that the agent told me that im allowed to withdraw 500 euros per day. Also on the second withdrawal i will have a fee. So yesterday i requested 2 withdrawals of 500 euros.
They accepted the first withdrawal of 500 euros(475 plus the fee!)
The second withdrawal of 500 euros without the fee still isnt withdrawn.
Now i have 3200 euros on my account. Took the first withdrawal og 475 plus the fee of the 25 euros!
The other withdrawal isnt still wthdrawn.
And i have 3200 euros waiting on my account to be withdrawn. and for which every withdrawal i will be making i will have a fee of 25 euros! On the main site and also on the withdrawal section on the skrill option they have max to 2000 euros per day. But i have to withdraw everyday 500 euros. And still i have only got 500 euros from the 4200 winnings.

posted on July 3, 2015.

Resolved i got the second payment.

posted on July 3, 2015.

Some obligatory procedures had to be done though you passed KYC successfully and all your winnings were withdrawn. Thank you for your patience and cooperation!

posted on July 3, 2015.

all winnings werent withdrawn. I still have 3200 euros to withdraw. The paymentt department pays only on Monday, Wednesday, and Friday. Except that the maximum withdrawal is 500 euros. So it will take 2 weeks to withdraw the whole winnings.

posted on July 7, 2015.

2.700 euros still to go. Its been really frustrating. Yesterday i wasnt paid. Also, this is really confusing The other players get paid thousands of euros instantly and im the only one whos sitting here and getting paid penny by penny.

posted on July 9, 2015.

I received all my winnings finally!. Complaint is happily resolved!

posted on July 9, 2015.

Thanks for your patience and please accept our apologies. We are glad to have you with us!

posted on July 9, 2015.

Based on player's last comment we consider this case as resolved and it is now officially closed.