Hold'N'Spin Casino - Player’s winnings are delayed due to unverified duplicate account claim.

Here's the situation: I made a deposit of 15 Euros and won 51 Euros. I then asked the attendant why my withdrawal was delayed. He informed me that I had a duplicate account. When I asked him to identify the email and name associated with this alleged duplicate account, he couldn't provide them. Instead, he simply stated that the same email was being used on different devices, which does not make sense. Logging into a different device with ONE account has never been a violation on any website. I then requested him, politely, to proceed with my withdrawal. I've screenshot our entire conversation, which I'll be sharing here. I refuse to lose my money for no reason, for not breaking any rules, or for doing nothing wrong!

Dear leandrog532,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account verified previously?

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

I made winnings without a bonus, with a real balance and I don't have double accounts, as I said above, the reason for them is that I used the same account with the same email on another device, lol.

Thank you for the clarification. Could you please advise if your account was successfully verified in the past?

I checked after the winnings, and the account was verified! The website doesn't even respond to us!

Thank you very much, leandrog532, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello leandrog532,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Hold'N'Spin Casino to join the conversation and participate in the resolution of this complaint.

Dear Hold'N'Spin Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you.

Best wishes,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear leandrog532,

I've just received information from the casino's representative that you should have already been paid. Can you please confirm if that is correct?

However, I was also asked to warn you that any further attempts to create more accounts at the casino will not be tolerated. Kindly consider this decision to pay out the winnings to you as an exception from the casino.

Please confirm receipt of the payment so we can close the complaint as resolved. Thank you.

Kind regards,

Tomas

they made my payment! money be in my account! thank you very much!

Dear leandrog532,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas