HappySpins Casino - Player’s account has been blocked.

i play this casino before and make one complaint about it. Now when i go to check my account i cannot log in anymore without deposit.

i log in by bank details and i get message at i am new member and thats why i have to deposit first.

i ask support is someone close my account, they say no its open. After that i tell what happen and send screenshot but no one answer anymore.

Dear Jamethai888,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Could you please advise if there are any funds being held by the casino? If the casino paid out all the winnings and no funds are being held, I’m afraid, there’s not much we can do for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hi. Its not about this at casino want close my account. Thay say my account is open, but they dont react my request and screenshot what i send.

I have some bonus money on my account but cannot log in without deposit first.

As I mentioned earlier, Jamethai888, casino can restrict your account at any time. If it has been blocked with only bonus funds inside (not real money) I'm afraid we won't be able to help you and demand from the casino to reopen your account.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Its wrong to say casino can blocked my account any time, because casino say my account is NOT blocked. Now casino send me email and say i have to deposit again if i want log in to my account check my status and bonus.

Every log in need deposit? Nothing wrong about that?

Could you please forward all the relevant communication to petronela.k@casino.guru? Thank you very much in advance.

Forwarded email from the casino to the player:

"Hey J ****,

Thank you for waiting for our reply.

We have just released Pay N Play in Finland at HappySpins and unfortunately this

creates a conflict with customers who already have a registered account

us. In order to log in again, you will need to make a deposit now and this will create a new account.

Since your email address and mobile phone number are already in our database, you will not do so

unable to log in.

Please let us know once you have made a deposit and we will link your accounts and allow you to resume your account.

Please also note that our business hours are Monday to Friday and we will always respond to all emails as quickly as possible.

We truly apologize for the inconvenience and thank you for your patience.

Best wishes,

HappySpins team "

Thank you, Jamethai888, for the forwarded communication. I believe that the issue has been explained in the last casino's reply. Please understand that you are not required to deposit each time when you log into your casino account, only this one time, to activate your account after a new release of Pay N Play system in Finland.

My only recommendation would be to place a minimum deposit if you wish to reactivate your account and access your bonus funds.

Please let us know if this advice was helpful. Looking forward to hearing from you.

I dont deposit anymore because i already have account there.

If you think this is ok and this casino still have "very good reputation" its very difficult trust this your rating on future.

I absolutely agree that it is not an ideal solution. But please understand that it seems to be the only way how to reactivate your account. If you try to cooperate and place a minimum deposit you will be able to access your bonus funds (as previously described and explained by the casino).

Thanks but i dont wanna deposit this casino anymore. You can close this case if its nothing else you can do.

I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will now close this complaint. Thank you for your understanding.