SpinsUp Casino - Player’s account has been closed without reason.

Hello,

I would like to ask for your help regarding an issue with SpinsUp Casino, which operates in partnership with Rooster Partners.

My account was suddenly closed due to an "administrative decision", but only after I had already deposited a total of €700 and played for a few hours.

The main issue is the following:

I had previously self-excluded myself from another casino within the same partner network (Rooster Partners). Because of this, I believe I should not have been allowed to register, deposit, or play at SpinsUp Casino at all. They didn't prevend me to do that and wait for me to deposit more and more.

However, the casino still allowed me to:

-create an account

-deposit €700

-and actively gamble

Only after this activity, my account was closed.

In my opinion, this represents a failure of their responsible gambling procedures. If I was not eligible to use their services due to an existing self-exclusion within their partner network, this restriction should have been enforced before any deposits or gameplay were allowed.

For this reason, I am requesting a full refund of my €700 deposit.

Could you please advise:

-what evidence or screenshots you would need from me to support this complaint?

-what would be the best way to proceed in this case?

I can provide:

-proof of deposits

-account closure notification

-and evidence of my previous self-exclusion

Thank you in advance for your help.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinsUp Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is there any evidence that the self-exclusion is supposed to extend to Spins-up casino? Have you informed either casino of any gambling problems at any point?
• Could you please confirm how much your withdrawable balance was in the casino at the time your account was closed?
• Could you please share with me your communication with the casino? 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

We can close this complaint - casino refunded me my deposits.

Dear jjako996,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru