The player from the United Kingdom deposited funds into his Spin Slots account via PayPal but was immediately notified of a self-exclusion due to restrictions linked to Betway. He has provided all requested documentation for a refund but has received minimal communication and is seeking the return of his deposit.
Spin Casino UK - Player’s deposit is delayed after account self-exclusion.
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Spin Casino UK
Safety Index 9.1 Very highCase summary
Discussion
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Public
4 days ago
I deposited funds into my Spin Slots account using PayPal. Immediately after the deposit, I was informed that my account was self-excluded due to linked restrictions associated with Betway / related operators.
Because of this, I was unable to gamble, access the deposited funds, or use the account in any way. No gameplay took place after the deposit was made.
I contacted support immediately and provided all requested documents, including:
- Photo ID
- Proof of PayPal transaction
- Verification information
Despite supplying everything requested, I have received little to no meaningful communication regarding the return of my deposit.
My concern is that the operator’s system clearly recognised the self-exclusion immediately after the deposit was accepted. If the exclusion was already active across the operator network, the deposit should not have been processed in the first place.
I am simply requesting a full refund of the unused deposit back to the original PayPal payment method.
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Public
17 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
17 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spin Casino UK.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you made any previous deposits in the casino?
- Could you please share with me your communication with the casino when attempting to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
