Spin Palace Casino - general discussion

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So i have just playing in this site for just 3 days ago. At first I don’t have any problem making deposit is easy and manageable, I did a total deposit of around 800cad through multiple occasions, I lose some and manage to win at end, having a total of 1,100cad so making a profit of 300cad. But when I made my first withdrawal amounting to 800cad I asked one of the help support for status of it, he said it was approved on their end so I just waited for it, and then suddenly he asked me to what I’m gonna use the money for, I replied I will buy some groceries and other needs when I receive it. And then all of a sudden he said that I made a very concerning statement from saying that so he will closed my account. And I was so frustrated with that. Now I couldn’t access my account which still has 300cad remaining balance on it that I also want to withdraw. And I don’t know the status of my 800cad withdrawal which I still don’t receive yet. Please help me with claiming all my funds from this casino. They are uncooperative and not giving me any updates whatsoever. They just ignored me keeps me waiting till I get bored. I want my money amounting to 1,100cad from them. I want justice. I can’t recover any evidence now as I don’t have any access on my account now.Thank you for the future help.

I have made a formal complaint to the licensing authorities and they emailed me back to not post any public comment as they are trying to resolve the case. Gonna update you if anything is resolve by them

Hello, thanks for the important update. Hopefully the license provider will help you. If I may ask a favor, could you also add this progress to your complaint that you submitted with Casino Guru once it gets approved? In my opinion the mediator should know what has been happening.

Thank you very much.

They still haven’t been sent my 800cad but the remaining balance on my casino was already received.

Hey, that's certainly progress! And I have to admit that I would love to know whether the casino would have acted this way without getting the licencing authority involved. 🙂

Let's see what is going to happen next.

Dear Customer Support,

I am submitting a formal complaint and demand for a refund due to your failure to implement my self-exclusion request.

I previously informed your company that I suffer from gambling addiction and depression and expressly requested that my account be self-excluded. Despite this clear request, my account was never properly excluded, and I have continued to have unrestricted access to gamble on your platform.

As of today, I am still able to access and use my account. This failure to act on my self-exclusion request has allowed me to continue gambling and incur significant losses that could and should have been prevented.

Your company was made aware that I am a vulnerable customer experiencing gambling addiction. Once notified and requested to self-exclude, appropriate action should have been taken to prevent any further gambling activity on my account. Instead, my account remained active and accessible.

Accordingly, I request that you:

Immediately and permanently self-exclude my account.

Refund all deposits, losses, and gambling activity that occurred after my self-exclusion request was made.

Provide copies of all communications, account notes, and records relating to my self-exclusion request.

Explain why my request was not processed and why I remained able to gamble despite notifying you of my gambling addiction.

Please treat this email as a formal complaint. If this matter is not resolved satisfactorily, I will escalate the complaint to the relevant Curaçao licensing and regulatory authorities, as well as any available dispute resolution channels. I will also provide evidence of my self-exclusion request and the continued access granted to my account despite your knowledge of my gambling addiction.

Hey, I guess I understand what you're saying, so may I also know what the latest casino action was, or let's say direct response to this concrete step?

They have blocked my account but I still manage to make another one with the same personal infos. I manage to deposit 1500cad and manage to win 2000cad but they cancel my winnings and only given me 600cad which was my last deposit amount. Please help. Me claim what is really mine, my winnings and deposits.

Hello, and welcome back. Well, some casinos are, let's say, semi-anonymous, so you can open as many accounts as you want, but from the player's perspective, that is rather inconvenient. In any case, I see that your complaint has been rejected, so I’m afraid I can’t help you much right now. Creating a second account that you actively use is usually against basic casino rules, so I would not do that again.

But they still let me deposit and play, in the first place they shouldn’t let me.

Let me put it this way: opening another account and making a deposit are both in the players' hands, and casinos usually do not notice any similarities until the KYC is triggered. It works in such a way that players know what is stated in the rules and thus act in line with the rules in the first place.

I'm not sure whether I follow this whole situation correctly, but what you shared seems enough for such a call. :-(

But KYC accepted all my verification requirements still. And even clear all the verification process. It shouldn't accepted the verification in the first place. And shouldn’t let me deposit in the first place. Now I lost 1500cad and couldn’t get any refunds. Please help me.

I understand what you are saying, but you have to consider what I told you too. You are welcome to complain, but the outcome will depend on the things I mentioned earlier.

The complaint is free of charge, so do not hesitate to try; just please do not take positive outcome for granted The investigation will surely provide more details: https://casino.guru/complaints/create 👈