Need For Spin Casino - Player’s account was closed and his winnings were confiscated.

Hello everyone,

I am seeking assistance regarding an issue I am facing with Need For Spin Casino. They have closed my account and confiscated my winnings of 1254.5 EUR due to alleged discrepancies in my registered address. I provided my correct address as: D01****, D01****, D****N.

Despite multiple attempts to resolve this issue with their support team, they have not reinstated my account or released my winnings. I have not provided any false information and have requested them to add the remaining part of my address if needed for verification.

Emails sent to the casino:

Date: July 9, 2024 Subject: Account Verification Issue Content: Requested the casino to review my data and add the remaining part of my address if needed.

Date: July 11, 2024 Subject: Follow-up on Account Verification Issue Content: Asked for an update and indicated the possibility of filing a complaint if the issue was not resolved.

I would appreciate any advice or assistance in mediating this dispute. Thank you for your support.

Dear nadiyasultanaaaaaw,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what data you entered in the "Address" and "Postal code" fields? Did you enter your city's postal code in both boxes? The "Address" box should contain the name of your street.

Please note that the address in your casino profile should match the address on your identity documents and utility bill. If there is any discrepancy, the KYC procedure will most likely fail.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear nadiyasultanaaaaaw,

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.

Everything matched it was just filled in the wrong place by mistake

When you registered at the casino, did you submit your entire address or was some information omitted? Please specify the error you made.

Also, please forward me all the communication between you and the casino that could be relevant to the investigation of your case at veronika.l@casino.guru. Thank you.

Dear nadiyasultanaaaaaw,

According to the Need For Spin Casino's Terms and Conditions:

2.4 You must provide us with correct personal data during registration, which includes your name, surname and date of birth, as well as contact details, address, phone number, and email (hereinafter referred to as the "Personal Data") and keep your details up-to-date.

I apologize, but this rule has been breached. It is the player's responsibility to ensure that all personal details submitted during registration or when filling out the profile are correct and up-to-date. Since the information provided was incomplete and inaccurate, this constitutes a breach of the Terms and Conditions, and therefore, we must reject this complaint.

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.