MoreSpin Casino - Player’s account has been closed after withdrawal attempt.

I loved playing at this casino. They have a ton of games and different games from the usual rum of the mill RTG gaming. I didnt win my first ten or 12 deposits but thats okay.. it happens. I still enjoyed playing. Then i hit for 1250. I requested a cash out for 999 and.left the rest to play on. I hit again for 1500. 48 hours after my withdrawal request, i get an email saying my account has been permanently closed for having multiple accounts. Which i most certainly DO NOT. I never even heard of this casino before the last week or so. I know the rules for the most part. No duplicate accounts.and never accept a bonus. Or at least that is my rule. This casino is a fraud. I did respond to the email and relayed to them my lack of a duplicate account but we shall see. I am married to a lawyer so that will help. He is a criminal defense attorney but nonetheless, a lawyer.

Player's additional information:

Hello. So i just submitted a complaint amd wanted to add this new but of information but i couldnt seem to do so on the website. I went to morespin casino just tp see ifni could sign in and if my balance was still there. It went black and white and said inam in self exclusion mode. Um.. no I didn't choose this. Just thought i would share. 

Dear lunargoddess1313,

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? Have you successfully verified your account 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

Thank you, lunargoddess1313, for the forwarded emails. Could you please reply to my previous questions?

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. Have you successfully verified your account in the past?

Dear lunargoddess1313,

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.

Hello there. Sorry for the delay in my response. No one else at my residence has ever played at this casino. And no other person has used my email. Well at least toy knowledge. Yes i believe i had to verify upon first opening my account. I will locate that email and take screenshots. Hopefully i did not delete it. I will do so now. Thanks again for your help in this matter.

Here is the correspondence i have with the casino.

While this does not show me verifying my account. It does show that i success requested the payout. Not sure if this helps but i will keep looking.

Thank you very much, lunargoddess1313, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you lunargoddess1313 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MoreSpin Casino for their help in resolving this complaint. We would like to know why was this player's account blocked and if we can do anything to help resolve this issue.

Thank you!

Dear lunargoddess, 

Regarding to your matter , we did a deep investigation on your KYC process and came to the conclusion that this was indeed a misunderstanding caused by our previous KYC manager. Having resolved this, we would like to inform you that your account is now active again and you are free to log in again and continue with your withdrawal.

Special Regards

Morespin

Thank you MoreSpin Casino Team for the update. Dear lunargoddess1313, let us know if you are able to withdraw your winnings or if you require any further assistance. Thank you in advance!

Thank you so very much! I appreciate it greatly. I am about to login and see how that goes. You are the greatest. If and when i get my deposit, is it customary to tip you guys? Seems only fair to me.

But alas, i am still not able to log in. I will contact customer chat directly. But i am not sure if they will be up to date with all this information

Dear lunargoddess1313, 

I would like to inform you that your account has been reopened and our support team is aware of your situation.

Dear MoreSpin Casino Team, Thank you very much for the update. We will keep this complaint open until lunargoddess1313 confirms their withdrawal has been successful. Please keep me informed about any further developments.

My question is this, since i already requested the payout, there is nothing i need to do on my end, correct?

Also, now when i to the website, it says players from my region are not allowed. But when i signed up for my account, it said no such thing. In fact, when I hit certain games that were not allowed in my region it stated they were a von friendly casino and a link for a vpn popped up. I did not have a vpn before playing at this casino. Quite honestly, didnt even know what it was. I am an analog girl living in a digital world. I still listen to wax. So I presume this is going to be their new tactic as to not paying me out.

Dear MoreSpin Casino Team, will lunargoddess1313 be able to withdraw their winnings now?

Thank you in advance!

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.

Okay thank you for all of your help in this matter. Casino Guru makes a lady feel a little safer navigating the murky waters that can be online gambling. I appreciate all you do for all those ensnared in the grasp of untrustworthy site operators.

Dear Lunargoddes1313,

due to new licence some region are restricted but we are a vpn friendly casino. You can access to our site through a vpn provider and play or withdraw your remaining funds.

Best regards,

Morespin casino.

Dear lunargoddess1313, let us know if you'll be able to withdraw your winnings if you require assistance in the matter. Thank you in advance!

Thank you! I have requested a withdrawal and we shall see. I have yet to receive a cash out request confirmed or anything of that nature and it has been several hours. But let us hope with our fingers crossed. Thanks again for all of your help. If i do get paid out can I tip you guys with a percentage of my win? Seems like the right thing to do. I mean when i get a hand pay at the casino, i tip the people assisting me. Please advise.

We do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Okay will do for sure! I have yet to hear back from them regarding my withdrawal. Not even a confirmation email as of yet.

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.

Still no word on my withdrawal.

So where do we stand?

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I have sent you an email too asking if you have managed to apply for the withdrawal using a VPN or if you require assistance with that. Let me know how I can help!

Gotcha! Well i do certainly thank you for your time and help in this matter.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter