Spinanga Casino - Account under review in Spinanga

Dear Spinanga Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear all,

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

Dear all,

Thank you for your patience.

We would like to clarify that the customer gaming account is under verification, we are still awaiting his personal documentation to be able to process his reopening request.

We still need the following:

Both sides of your valid ID document.
Ownership confirmation of card ***7533 in PDF file and screenshot of both sides of the card .


Please note that in compliance with security reasons, the first 6 and last 4 digits of the card number must be visible, while the middle 6 digits and CVV code must be covered we would also . Please note that we will not accept documents without sensitive information covered.

We want to clarify as well that the customer had send us ID but we need the ID of the owner of the gaming account . The account is under the name "Gustabo Garcia", customer provided documents for "urbano alejandro barber malo".

We hope this clarify the situation.

Best Regards
Spinanga Team

Dear @imintu,

The AskGamblers Complaint Team is kindly asking you to assist the Spinanga Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Good morning, I am contacting you to respond to the response received. As I indicated, I sent all the required data. Yes, it is true, as indicated in the response, that the name indicated on the account, due to confusion, is not the real one. So I confirm that the id provided is the correct one with the correct data. So if it is necessary to change the registration data to the correct ones, I have no problem with this task being carried out, and on the other hand, I have no problem confirming the necessary data since everything they request has been sent. Also confirm by which route I have to send the required data in case I have to send it again. If you attach them to this response or send them to an email. On the other hand, I want to know if to confirm the account it is necessary to verify a payment method since I would like to change the card since I no longer have that one. Thank you so much. Greetings and I await the response.

Dear IMINTU ,



Kindly be informed that account name and surname cannot be changed and by typing incorrect details you are violating our terms and conditions which you had accepted when creating your gaming account we would like to refer to point :

3.2 Your account with the Website must be registered in your own, correct, name. <…>



4.3 By opening an account on this Website, you warrant that you have provided us with true and complete information as requested in the registration form.


We can see it is the whole name does not match and it is not only a small typo error , in order to complete the verification process we would need both sides of valid ID document of the owner of the account with matching names of the account and the ID .

Best Regards

Spinanga Team

Dear @imintu,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Good morning, I understand the point you are telling me but by mistake, since I did not know when creating the account because they did not specify if I had to enter the name of the identity document, I wrote an alias by mistake, and not the real name, For that reason I have already sent them my ID card and also the selfie photo as they asked me. On the other hand, taking into account your rules that they refer to, if what I did by mistake is outside the rules and now you don't let me fix it, because they let me make the deposit instead of contacting me and telling me that until I verify my identity I won't I can make the deposit. As I already told you, I already sent them my information to try to correct the error and I am collaborating as much as I can since this problem arose in February and until today they had not told me anything.

All the best

Dear IMINTU ,



Kindly be informed that the documents you provide are with totally wrong details from the once provided in the gaming account , due to security reasons we can only verify the gaming account with matching name of the document and account info.

If you are saying that you are pretending to be someone else and playing from someone else name you are breaching more of our general Terms and Conditions we want to refer to :

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

- using the Website for commercial purposes or in someone else’s name or interest;
<...>

-attempting to sell or transfer your account to other persons or to acquire accounts of other persons.

The gaming account would remain closed until we receive matching documents.

Best Regards
Spinanga Team

Dear @imintu,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.