Vincispin Casino - Player's account is closed without explanation.

Hello I was banned from the casino, after they rejected the proof of adress, I deposited with a shared bank account shared with my husband, but they claimed its a third party account and it doesnt belong to me even though it does.

I performed the kyc Process and they accepted my ID, I deposited 30EUR via a virtual Debitcard, I played a game selection of bac bo and blackjack. I did not use a bonus to play. The Casino is no longer answering my emails and the last communication was the ban of the account.

Dear elenaeth,

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

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

• Do I understand correctly you are able to prove you were the beneficiary of the bank account at the time of the deposit?
• Was this your only deposit in the casino?
• Since when are you a player of the casino?
• Which proof of deposit method have you provided to the casino during the verification process?
• 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

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,

Tomas

yes, I can proof that the account that I deposited from is a shared bank account under my name aswell. It was my only deposit and I registered appropriately 20 days ago. I provided both a bank statement with my name at the top to which I wanted to make a withdrawal and the proof of payment from the bank I sent the withdrawal from. That one is a shared account with my husband. We live in the same household aswell. It only shows his name at the top though but I can proof that I am also registered on the same account (the bank just doesn’t list every member that has power of attorney (Vollmacht)). I unfortunately can’t share the conversation with the casino as this was via the live chat from which I am now banned.

Thanks for the explanation.

If your name is not among the beneficiaries of the bank account from before the bank account was used for the deposit, we might not assist you as the power of attorney is not sufficient for us to assist you from our point of view

Could you please share more details regarding who is listed among the beneficiaries of the bank account you used for deposits according to your bank's records?

Thanks in advance for your reply.

Just so we are clear please do not use a translator so you understand this message as I mean it becuase this case should be crystal clear: 

My name IS among the beneficiaries of the bank account. It is literally my account aswell. My husband is also the owner of the account. Its a shared account as he is my HUSBAND! This is not hard to understand right? Its MY ACCOUNT and also the one of my husband. This is common practise in Germany! I will say it again. It is MY Bank account! I am listed AS A OWNER OF THE ACCOUNT. 

Now please let me know how to move foreword with this? Do I send the proof to you becuase the casino doesnt want it since they dont answer really.

Thanks for the reply.

I didn't mean to cause frustration.

Could you please clarify whether your name was in the contract when the bank account was created? Is the bank account designated as a joint account?

I am afraid the distinction between the power of attorney and your name appearing on the contract might be a significant difference.

Thanks in advance for your reply.

Hello, yes the name was in the contract when the bank account was created, it is designed as a joint account

Thank you very much, elenaeth, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello elenaeth,

I have reviewed your case and will soon contact the casino to see if I can help. Before I do so, can I ask you to please provide the proof you mentioned to my email (adam.m@casino.guru), and also can you please confirm the email address you have used when registering your casino account?

Kind regards,

Adam

Im in Contact with the Bank, please hold on

Hello elenaeth,

Thank you for the update, I will wait for further information from you.

Kind regards,

Adam

I am still waiting, revolut still need some days to confirm the necessary documents

Hello elenaeth,

Thank you for your response. Please do provide the evidence you mentioned previously, or we will be unable to continue investigating this complaint.

I will extend the timer once again.

Kind regards,

Adam

Dear elenaeth,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

hey i have send you all the required proofs through the provided email

Dear elenaeth,

Many thanks for the document you have sent. Unfortunately, the legitimacy of the evidence is questionable, so we will be unable to provide any further assistance with this case.

Consequently, the complaint will now be rejected.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam