The player from Germany filed a formal complaint against SpinsUp Casino, detailing multiple issues including misleading bonus offers, wrongful account suspension, and refusal to process a promised refund after a permanent account block. They asserted that the casino's actions constituted breaches of contract, harassment, and fraud. The issue was resolved, and the complaint was marked as 'Resolved' in the system, indicating that the player was satisfied with the outcome.
SpinsUp Casino - Player's account has been closed and withdrawal denied.
Resolved
Our verdict
Case closed
Amount: €20
SpinsUp Casino
Safety Index:HighCase summary
Discussion
Public
Public
3 months ago
Translation
Complainant: E******* D******** K********** Casino: SpinsUp Casino Case ID/User Account: k*****************@gmail.com
Ladies and Gentlemen
I hereby submit a detailed, formal complaint against SpinsUp Casino. The casino's conduct represents a chain of breaches of contract, deception, unprofessional business practices, and harassing behavior, which I will break down chronologically below.
1. Misleading bonus offer and first breach of contract (start of membership)
I made a first deposit that came with a bonus offer of 111 free spins.
On the first day, the correct number of free spins was credited.
The following day, however, the promised free spins weren't automatically credited. I was forced to contact live chat to request them manually.
The support then knowingly or negligently booked the wrong free spins for me.
When I pointed out this error, a phase of systematic stalling began. Support repeatedly claimed they were "working on it," but demonstrably lied to me and constantly told new, contradictory stories without ever resolving the problem.
2. Temporary account suspension and escalation
Instead of correcting the original error, SpinsUp Casino temporarily blocked my account. This was done without any legitimate reason and was clearly intended to silence me as a customer and prevent me from further inquiries.
Due to this unlawful action, I was forced to file an initial official complaint with the relevant gaming licensing authority in Curaçao in order to protect my rights.
3. Retaliation and permanent account blocking
Apparently, SpinsUp Casino was informed of my complaint to the licensing authority. In direct response, the casino escalated the situation further:
Just one day later, my account was permanently blocked. At the same time, I was offered a refund of my original deposit. This was a clear attempt to fob me off with a refund and render the complaint obsolete.
Initially, I still had access to my account after this announcement. However, when the casino realized that I could continue to collect evidence and information (such as transaction histories) in this state, my access was completely and permanently blocked.
4. The refund farce and continued breach of contract
Since the permanent ban, SpinsUp Casino has refused to pay out the promised refund.
I've contacted live support countless times, only to be fobbed off with meaningless phrases like "will be processed as soon as possible" and excuses about "slow processing times on weekends."
I repeatedly informed support that I was in breach of contract again, as the casino's own terms and conditions stipulate maximum processing times. These warnings were consistently ignored.
My warning that a complaint had already been filed in Curaçao and that a second one would follow was also dismissed with empty scripted responses.
An ultimatum I issued for immediate processing was rejected with the statement "We cannot process your refund immediately," which is an admission of refusal to pay.
Summary of serious violations:
Deception and breach of contract regarding bonus offers: The initial bonus promise was not kept.
Misrepresentation and lies: Customer service systematically lied to me.
Unlawful account suspension: The temporary and later permanent suspension served as punishment and intimidation.
Retaliation: The casino has demonstrably acted in response to an official complaint to the licensing authority.
Continued breach of contract and refusal to pay: The promised refund will be withheld in violation of the company's own terms and conditions.
SpinsUp Casino's actions are not only unprofessional, but also fraudulent. I have been harassed, lied to, and my money is being withheld as leverage. I urge you to review this case with the highest priority and require SpinsUp Casino to immediately pay out the refund owed.
All relevant chat logs and emails are available as evidence.
Best regards,
E***** K*************
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 months ago
Dear shinshan3000,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please provide the exact date you were promised your deposit back?
- Did you pass the verification before you lost access to the account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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Public
Public
3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear shinshan3000,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Katarina
