LionSpin Casino - Player reports unexplained account ban.

Hello,

I started playing at LionSpin today, and everything seemed to work fine. I deposited 49 euros and got to playing.

Suddenly I received a pop-up saying I should verify myself. Fine, I thought. No problem with that. Upon trying to verify myself, my account got banned for no reason. At that time, I had apron 65 euros on my account.

The live chat is being very unhelpful, telling me I have self-excluded and they will 'consider' returning my deposit. I have never self-excluded from this casino group, nor have I ever played in any of their casinos.

This is absurd. What is there to 'consider'? I rightfully deserve at least my deposit back but they have banned and confiscated my money for no reason. Please help.

Dear yoyeli,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you ever requested your account to be closed or suggested a gambling problem when communicating with the LionSpin Casino? Could you please advise if you have self-excluded yourself from any other casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hello,

no, I have never communicated a gambling problem with LionSpin. I have only communicated them after my account (with funds) was locked.

I have been excluded from several casinos but none by this group.

They are refusing to hurry this process up - all they need is to pay my money. They seem to be a bunch of scammers.

Dear yoyeli and CasinoGuru,

Please be informed that the account is open for now. Also, as we can see in our system, the deposit was successfully played by the Player.

In case of additional questions, please feel free to contact us again.

Regards,

LionSpin Team

@LionSpin Casino,

Thank you very much for checking this problem for us.

@yoyeli,

Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Dear yoyeli,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.