Casino Document’s verification (page 3)

Dear Alprince2001,

I really appreciate your time and effort, and I'm sorry to bother you again, but I'm trying to find a fair solution to the situation concerning your user review.

From my point of view, it is unclear whether you played at this specific casino at all; I got that.

Would you even mind if I deleted your review because you probably didn't play there?

Please take it as an honest question.

Thank you in advance.

I don’t mind if that works for you.

Good day to you.

I really appreciate your understanding. Thank you for keeping the rating fair.

Be well!

Safety above everything

Spinfin 14 blocking requests and they categorically said it can't be done online, which they finally did, they asked for another document every day when I pressed them for a full refund because I doubt their credibility. They don't provide a VIP manager as they say depending on the deposit, once in the first blocking request they answered in an older conversation about a bonus. I have endless emails waiting and repeating documents and endless conversations with an unclear answer to my issue and they asked me how much and what the last deposit was and the date, while other times they said they can't check it, I will have an answer via email while I waited half an hour for final answers. I demand a full refund of my money, I doubt the credibility of the terms since they are not met directly. I am still waiting for a refund and they answer me by email, the case is being examined. There was a bonus in my account while I had requested a block that I played, won and then disappeared with the reason being that it had expired while it was in my available bonuses.

I sent them 70 blocking requests to SpinAlto, the account is still active and I have declared a transaction dispute with my bank, which I sent them the protocol and a statement to the security about fraud.

You’ve clearly tried to resolve this directly with the casinos many times already, so I don’t think there is much value in continuing to repeat the same requests to support.

Since your complaint has already been submitted and is currently waiting for review, I would now make sure all the important evidence is included there, especially the repeated account-blocking requests, the casino’s responses, the document requests, and any communication about the refund.

For SpinAlto, please also mention that you have already opened a transaction dispute with your bank. That is important information for the Complaints Team, because a bank dispute or chargeback process can affect how the case is assessed.

One other point will matter: if your blocking requests were connected to a gambling problem or loss of control, make sure the exact wording of those requests is included. There is a difference between a general request to close an account and a clear responsible-gambling/self-exclusion request.

For now, I would wait for the complaint to be reviewed rather than submitting another one for the same issue.

Good morning, thank you for your response to the spinAlto casino. I have 70 blocking requests due to addiction and I have informed the bank and the insurance company, which I have communicated to them, and instead they send promotional emails with bonuses. At the spinfin casino, after 14 blocking requests for the same reason, they finally closed the account online, saying it was not possible. With proof and countless documents via email and conversations, I have my money back in full in both cases. For spinfin, I am waiting for a response and I have not taken legal action yet as it is in bad faith because they respond to emails that it is being reviewed. For spinAlto, I doubt their credibility, they are making fun of us.

spinAlto still keeps the account open and they close the conversation without response.

For spinfin that does not document the waiting time limit, I would like them to clarify it since they answer vaguely every day. They already have all the evidence and documents for the reasons that I want a full refund since they do not comply with the terms.

That clarification is important.

If your repeated blocking requests to both SpinAlto and Spinfin clearly stated that they were connected to gambling addiction, then this is no longer just a general account-closure issue. The exact wording and timestamps of those requests will be very important for the Complaints Team to review.

For SpinAlto, the fact that you say the account remains open despite around 70 addiction-related blocking requests, while you are still receiving promotional emails, is something I would definitely add to your existing complaint together with the supporting screenshots or emails.

For Spinfin, since you say the account was eventually closed after 14 similar requests and they are now reviewing your refund request, I would wait for that review to conclude rather than repeatedly contacting support every day. There isn’t a fixed forum-side deadline I can give you for their internal refund review, but if they continue giving only vague replies without any real progress, add those updates to the complaint as well.

Your complaint is already submitted and waiting for review, so there is no need to open another one. The most useful thing now is to make sure the complaint contains the exact addiction-related requests, the dates, the casinos’ responses, and the fact that SpinAlto is still keeping the account open.

Spinfin casino, while 7 days have passed and in countless conversations I have asked if the documents are complete, today I received an email to send a paysafe account statement and account details and each deposit separately, except that they do not ask for the required documents from the beginning, why do they not ask for all of this when we deposit?? Please, I have sent bank statements and the paysafe deposit and I want my money back in full for the non-compliance with the condition that I document in evidence with 14 blocking requests and the balances that I have mentioned. My account was finally closed online through a chat that they said was not possible......

Hello, I’m really glad your account is finally closed, and I understand you’re seeking a refund. As mentioned earlier, the mediators will review your claim and decide whether they can support it.

An account closure request doesn’t automatically mean that all deposits made afterwards will be refunded, although I understand why that may seem logical to you. That’s why I suggest leaving the details to the complaint, where the mediator can assess the situation based on the evidence provided.

I think that’s the fairest way forward. Here on the forum, we can only make assumptions, and given the nature of the situation, I don’t think that would help.

Thank you very much