Spin Fever Casino

Public

NickyMarie85

Bronze

Australia

Public

2 months ago

I am submitting a formal complaint regarding $5,400 in declined withdrawals from SpinFever that remain unaccounted for.

On 23 August I made several withdrawal requests from winnings. Four withdrawals I can specifically identify were:

$1,750 – DECLINED

$1,100 – DECLINED

$550 – DECLINED

$2,000 – DECLINED

Total disputed: $5,400.

I have screenshots of my transaction history covering the entire relevant period.

SpinFever claims that whenever they decline a withdrawal, the funds are automatically returned to the player’s available/playable balance. I dispute that these $5,400 in funds were returned to me.

I have repeatedly asked SpinFever to identify the corresponding credits showing exactly when each declined amount was returned to my balance. They have not provided them.

Instead, I have repeatedly been told that the money must have been returned and that I subsequently recalled withdrawals and continued playing.

This does not answer the accounting question. If $5,400 was returned and subsequently wagered, SpinFever’s internal ledger should be capable of showing:

1. Each withdrawal debit;

2. When SpinFever declined it;

3. The corresponding credit returning the money to my balance;

4. My balance immediately before and after that credit; and

5. The subsequent wagers/transactions that allegedly consumed those funds.

My account manager has now stated in writing that he can see proof internally that the funds were returned, but that he is "not allowed" to provide that proof to me.

When I separately contacted SpinFever Support requesting investigation of these declined withdrawals, Support instead replied confirming successful withdrawals of $750 and $250. Those are different transactions and were never in dispute. This again failed to address the missing $5,400.

SpinFever has also offered me additional bonuses while my request for evidence remains unanswered. I am not seeking bonuses. I am seeking reconciliation and, if the funds cannot be accounted for, repayment.

Importantly, I am not disputing a later $4,000 withdrawal that I personally recalled/reversed. I specifically exclude that transaction. I noticed the earlier problem around this period and began taking screenshots because I was concerned about where the earlier declined withdrawals had gone.

I also received no notification advising me that these substantial withdrawals had been declined and supposedly returned to my playable balance. Later cancellations were handled differently and I received notification when funds were returned.

This occurred while SpinFever was putting me through additional payment verification/document requests, despite me having previously provided documentation and seeking confirmation that I was verified and able to withdraw.

I am not asking the investigator to rely solely on my recollection. I am asking for SpinFever’s records to be independently examined.

SpinFever asserts that the $5,400 was returned and subsequently played. I dispute this and have requested the evidence repeatedly. SpinFever says the evidence exists but refuses to provide it.

I therefore request that the investigator obtain from SpinFever the complete account ledger, running balance history, withdrawal/decline records and wagering history for the relevant period and independently reconcile the four disputed withdrawals.

If SpinFever cannot demonstrate that the $5,400 was actually credited back to my balance and subsequently spent, I request that the unaccounted funds be returned to me.

I have screenshots of the transactions and correspondence available as evidence.

SpinFever.com identifies its operator as Novatrix SRL, company registration 3-102-893958, and states that it operates under Tobique Gaming Commission E-gaming licence No. 0000002.

It won’t allow me to upload all communications proving Ive beeen enquiring from GetGo and not getting any answers. If you provide email