Super Spin Casino - Player’s refund has been rejected.

The casino agreed to issue a refund totalling £2,123.07 across multiple payment descriptors (K2P, SKFN, AIART, TSHPAI, DESER, Kryptonium, and ISX Financial).

However, the original payment card used to make these deposits is terminated and inactive. The casino attempted to send the first 10 transactions (under the AIART descriptor) back to this closed card, which resulted in an automatic network decline. Following this failure, the casino has abruptly halted all remaining refunds. They claim that manual bank transfers or alternative refund methods are "not available" and that their decision to withhold the funds is final Super-Spin Casino is refusing to refund £2,123.07, citing a closed payment card, which contradicts their own withdrawal and refund policies requiring alternative methods. Visa UK confirmed no technical restrictions prevent a manual refund, rendering the operator's refusal a direct policy breach and potential AML misconception. Formal escalation has been made to Super-Spin’s compliance department, a DSAR has been issued, and evidence has been submitted to Axion Resolution and the Anjouan Gaming License Registry.

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Hello,

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

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

• Is your account in the casino accessible to you? Can you log in?
• What is the reason you asked the casino for a refund?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi! Sent over the information to you now on email. I am unable to access my account at present and merchant is now fully non responsive. My complaint concerns the undisclosed and non-transparent routing of those deposits through unrelated third-party entities whose apparent business activities do not correspond to regulated gambling payment processing.

Thanks for your patience.

I went over the communication you provided. Please note we don't pursue refund requests in situation we don't believe the player is eligible. Since it was confirmed that the money was used on gameplay and lost, we are not in a position to assist you despite your concerns with the casino's payment descriptors, etc. Such issues are not something we police and can penalise online casinos for at this time. From our perspective, the casino accepted your deposits; they should pay legitimate winnings, and by the same logic, the player is responsible for any losses.

We genuinely hope that the casino will deliver on its promise to process these funds to you; however, it will be without our involvement, since we couldn't penalize them if they were to fail.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.