SpinsBro Casino - False advertising and refusal to set cool down period

Dear SpinsBro 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 SpinsBro 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.

Hello dear player and AskGamblers team.

On behalf of our entire team, I apologize to you for the current situation.

We actually have the ability to freeze a game account for any amount of time at the player’s request. The fact that you were denied this was a gross mistake by our manager. We have already had a conversation with him and given him a severe reprimand. This will not happen again.
Since you closed your account without the right to recovery, we cannot even send you any Sorry Bonus.

I'm really sorry that your experience at our casino was negative. We will improve our service.

Best regards,
SpinsBro team.

Dear @Walker.nz,

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.

Hi there

I appreciate the response and proposed resolution.

However in light of it being a human error and a violation of the terms and conditions we are both bound by upon creation of the account. I think the only fair resolution is that the account is reopened and the balance at the time of the cool down request returned. With a 3 day cool down period activated at the time of reinstatement.

As stated in the original complaint I requested the cool down period to protect the winnings until there had been enough time to complete verification and withdraw the funds. 3 days should of been adequate according to the information provided in the terms and conditions of your casino, complying with the withdrawal limits per day.

Kind regards
Sam

If reinstating the account is not possible, the balance in question being transferred to my Skrill account which was used to deposit to your casino would be an acceptable resolution.

Kind Regards
Sam

Hello dear player and Askgamblers team.

The situation is controversial, although not pleasant. The amount of loss you stated does not correspond to reality. But in order not to delve into the intricacies of your gaming session and calculating the possible winnings that you really lost due to the actions of our employee, I can offer you a solution of a refund of 500 NZD.
If you are happy with this decision, we will process your transaction tomorrow.

Best regards,
SpinsBro team.

That seems like a fair compromise, do you need me to provide any information to complete that refund?

Kind regards
Sam

Hello dear player and AskGamblers team.

I will be able to say for sure tomorrow as soon as I receive an answer from our financial department.

Best regards,
SpinsBro team.

Hello dear player.

Pls, send on this e-mail [email protected] your account in Skrill or Neteller and we will make payment for you.

Best regards,
SpinsBro.