MoreSpin Casino - The player's requesting a refund of his deposits.

Hello. I requested earlier to close my account permanent because of gambling addiction. 7 weeks later I wanted to play again and asked them to reopen it. This was made with no problem at all. I have now spend £75 and I would like a refund from them.

Please help me Casino guru.

This is the log from the account closure:

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Conversation with MoreSpin

Started on February 25, 2023 at 07:55 PM Tbilisi time +04 (GMT+0400)

--- February 25, 2023 ---

07:55 PM | old***: 💬 Other

07:55 PM | Operator: Please provide as much detail as possible about the issue you're having, an agent will be with you shortly.

07:56 PM | old***: Hello, I would like to setup a deposit limit

07:56 PM | Operator: You’ll get replies here and in your email:

✉️ fog****8@gmail.com 

 Our usual reply time

🕒 A few minutes

07:57 PM | Support from MoreSpin: Hello old***, 

 Welcome to MoreSpin! 🌀

07:57 PM | Support from MoreSpin: Hello, 

 Unfortunately, there is currently no deposit limit function in our casino. 

 However, if you feel an important gambling addiction problem for our responsible gaming policies, we can close your account for as long as you want 😊

07:57 PM | oldf***: Ok, then close it permanently because of gambling addiction

07:58 PM | Support from MoreSpin: Oh sorry about that 😓 

 Your request is important to us due to responsible and safe gaming policies. 

 As you request, I share your account closing process with our team. You will receive a notification e-mail that your account has been closed within a maximum of 1 hour. 

 Thank you.

07:58 PM | oldf***: Thanks

--- April 22, 2023 ---

07:30 PM | Support from MoreSpin: When I check your request to close your account, I see that you did not reply to the confirmation mail sent to your email and I see that you have not made any communication again. 

 Unfortunately, this responsibility belongs to our player and unanswered requests are cancelled. 

 Our casino does not have any return policy as it falls under the category of games of chance. 

 For more information, you can read our terms of use. 

 If you wish, you can create an account closure request again. 

 Please contact support@morespin.com

07:33 PM | old***: I read "I share your account closing process with our team. You will receive a notification e-mail that your account has been closed within a maximum of 1 hour."

07:33 PM | ol***: THAT YOUR ACCOUNT HAS BEEN CLOSED

07:34 PM | ol***: There is NO information that I would recieve a confirmation email about closing my account, and due to responsible gaming policies, I should not even recieve a "confirmation". My request should be taken seriously and my account should close with ME needed to confirm anything.

07:36 PM | old***: I mean should close without me needed to confirm anything

07:36 PM | Support from MoreSpin: Sorry, I can't help you with this. 

 For more information, you can contact our casino. 

 support@morespin.com

07:36 PM | old***: I thought this was your casino...

07:36 PM | oldf***: Sure, I will go through casino guru

---

Exported from MoreSpin on April 22, 2023 at 07:36 PM Tbilisi time +04 (GMT+0400)

Hello Oldfog,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MoreSpin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did the casino reopen your account or you did create a new one? Is your account currently still active? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hey Nick!

I suppose you mean the verification where I can make a withdrawl, or the login verification?

My account is verified with phone number and email

My account is not verified to make a withdrawl (I usually only do that if I win. Too much hassle)

The casino reopened my account with no questions asked. They ignored 1. My gambling addiction which I told them, and 2. My request to have my account permanently closed.

No, I have closed my account (again) for the second time. I did this after I managed to reopen it and spend £75.

I spoke to the casino yesterday, and it was about 1. Requesting a refund for the deposited £75 and 2. Closing my account permanently (again).

Hello,

First of all, we are sorry for your experience with our casino.

We take responsible gambling very seriously and have procedures in place to assist players who are struggling with gambling addiction. It is our policy to act promptly and responsibly to any requests to close a player's account permanently.

When we check the records, I see that your account has been activated by the operator by mistake. This is a very important problem for us and our operator has received the necessary warnings.

After your account has been reactivated, we see that you have a total deposit of 75€ for 3 transactions.

Please email support@morespin.com with your crypto wallet address and username to initiate the process of returning this refund to you.

Your return process will be started quickly.

Apart from that, I can confirm that your account has been successfully self-excluded on April 22, 2023 at your request, and you can rest assured that we have taken the necessary measures to ensure that your account will not be opened under any circumstances in the future.

Thank you for choosing our casino, and we look forward to hearing from you soon.

Kind regards,

Morespin Casino

Thank you Morespin for being professional. Unfortunately I dont have or use cryptowallets since my bank blocks trading with cryptocurrency. Could I ask for a bank transfer?

Hey,

The experience of our players is always important to us! 🙂

Could you please contact us at support@morespin.com?

Kind regards,

Morespin Casino

I am in a situation here. MoreSpin Casino claim they can only pay with Cryptocurrency, while my bank have blocked any trading with Cryptocurrency. 😕

Hello Oldfog,

Do you own any kind of crypto wallet where the casino could pay out your money? After that you should be able to transfer the money from there to a direct payment provider like PayPal or other.

I do not own a Cryptowallet no 🙁

Hello,

We talked to our player and his payment was sent to his account.

We apologize again for this situation.

Kind regards,

Morespin Casino

Hello Oldfog,

Can you please confirm that you've received the money from the casino?

Dear Oldfog,

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,

We can mark the case as solved.

The player's payment was sent to his account in BTC on May 1, 2023, as we mentioned earlier.

https://www.blockchain.com/explorer/transactions/btc/f01232e760f13758b6ccf6907a52d4459d5d1aae1a8c44d88d1e41e64c55de5c

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.