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Hello. I disagree with the casino's decision.

I registered on the site https://www.youspinyouwin.com/en and indicated that I live in Ukraine. The casino knew about it before the game. The casino didn't stop me. I made a few bets and won. The casino blocked my account, because citizens of Ukraine cannot play. But the casino is not fair.

It's very convenient. If I lose, the casino takes my money to itself. If I win, the casino will void my winnings. Casino benefits anyway.

I conscientiously indicated that I am a citizen of Ukraine. So the casino had all the necessary information to correct the mistake. They had to stop my game before the start. But the casino gave me the opportunity to play and committed violations.

Casinos informed me of the error after I requested the withdrawal. If I had lost, I wouldn't have received an error message. This is a popular trick among many casinos, I know about it. This gives additional casino revenue, but misleads the player.

Casino debt to me is $1,286, I ask the casino to transfer it to my account.

Dear Roman,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://www.youspinyouwin.com/en/static-texts/terms-and-conditions:

"Access to or use of the Website or any of the Services via the Website may not be legal for some or all residents of or persons in certain countries. We do not intend that the Website should be used for betting, gaming or any other purposes by persons in countries in which such activities are illegal, which includes the United States of America, Bulgaria, Curacao, France, Hungary, Italy, Latvia, Netherlands, Romania, Russia, Spain, Ukraine, United Kingdom; which require local gaming licenses and those territories listed in the Website or these Terms and Conditions. The fact that the Website is accessible in any such country, or appears in the official language of any such country shall not be construed as a representation or warranty with respect to the legality or otherwise of the access to and use of the Website, and the making of deposits or receipt of any winnings from Your Account. The availability of the Website does not constitute an offer, solicitation or invitation by us for the use of or subscription to betting, gaming or other services in any jurisdiction in which such activities are prohibited by law."

Roman, could you please confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account. Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. Lastly, could you please confirm that your geolocation is still Ukraine?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,  

Petronela

Dear Roman,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We've reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from the player:

"Hello, unfortunately, I was ill and could not answer your messages. I ask you to reopen my complaint and consider it. I think this is a good reason. I am sorry."

I haven't changed geolocation. My geolocation now is Ukraine. This makes no sense. I have provided true information about myself and my citizenship. Why would the casino allow me to play if it was prohibited? I think they wanted to use my money. "

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from the player:

"Здравсвуйте, к сожалению, я был болен и не мог ответить на ваши сообщения. прошу вас возобновить мою жалобу и рассмотреть ее. Я думаю, что это уважительная причина. Я сожалею.

Я не менял геолокацию. Моя геолокация сейчас - Украина. Это не имеет смысла. Я предоставил правдивую информацию о себе и своем гражданстве. Зачем казино допустило меня до игры, если это было запрещено? Мне кажется, что они хотели воспользоваться моими деньгами."

Thank you very much, Roman, for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Roman, 

I’m sorry to hear about your negative experience with the casino. Could you send me the communication with the casino, please? You can forward it here: yuliia.k@guruadmins.com

Thank you in advance for your reply. 

I sent you a correspondence with the casino.

Hello Roman,

Thank you for for the quick reply via e-mail. I would like to ask YouSpinYouWin Casino Casino to join this case and find a common solution for this complaint. I will set the timer for 7 days so the Casino can provide a statement.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Roman.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Your last option is to file an official complaint at the licensing authority of the casino (Curacao). I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru