Spin Casino - Player’s account has been suddenly closed after large winnings.

I have been a long-time customer of Spin Casino and have deposited over €15,000 into my account. Recently, I won €18,000, and shortly after this, my account was locked without any prior notice or clear explanation.

I contacted their support via live chat and spoke with a representative named Nadine. During this conversation, I was informed that my account had been closed at the management's discretion. Despite multiple attempts to get clarity on the reasons behind the closure and the status of my remaining balance (€14,000), I received no satisfactory responses. Nadine was unable to provide any details or direct me to someone who could assist me further. Instead, I was told to await contact from their Operations Team, which has yet to happen.

Section 2: How I Was Affected

This situation has caused me significant distress and inconvenience. As a loyal customer who has invested substantial amounts of money into Spin Casino, I feel betrayed and unjustly treated. The lack of transparency and communication regarding the status of my account and winnings is unacceptable.

The abrupt closure of my account and the withholding of my funds have not only impacted me financially but also emotionally. I have spent considerable time and effort trying to resolve this issue through their support channels without any progress. This has disrupted my financial planning and caused unnecessary stress and anxiety.

What I Would Like Spin Casino to Do to Resolve the Issue

To resolve this issue, I request the following actions from Spin Casino:

Immediate Reopening of My Account: I would like my account to be reopened so that I can access my funds and continue playing if I choose to.

Full Payment of My Winnings: I demand the immediate payout of my remaining balance of €14,000, which was in my account before it was locked.

Clear Communication and Transparency: I expect a detailed explanation for the closure of my account and assurance that such incidents will not recur in the future.

Contact from Management: I request to speak with a member of the management team or the legal department to discuss the matter and ensure my concerns are addressed adequately.

Failure to resolve these issues promptly will compel me to escalate this complaint further, including but not limited to reporting to the relevant gambling regulatory authorities and seeking legal advice.

Thank you for your attention to this matter. I look forward to a prompt and fair resolution.

Dear Stellar12,

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 advise in what game you accumulated your most recent winnings of €18,000?

Have you accumulated your winnings with or without an active bonus?

Could you kindly specify when exactly your account was blocked? Have you contacted customer support via email to inquire about the reasons for your account closure?

Since you've been playing in this casino for a long time, do I assume correctly that your account is fully verified and you made successful withdrawals before?

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

They won't say. I been depositing at the casino for a long time. Made deposited for 13k or so and got cashed out approx. 11k. I am customer I liked there casino

I played with bonus and with out fun play is the guy word.

What I played that's unknown for me allot of games a mix. roulette slots card games. All they offer. High rolling

I am fully verified long time ago.

Thank you very much, Stellar12, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.

Ok hope we can resolve this soon

Hello Stellar12,

I'm Michal, and I have taken over your complaint. I have reviewed your case and just so you know, Spin Casino was not very cooperative with us in our attempts to mediate any kind of issue in the past. However, I will still try to contact the casino to shed more light on the matter.

We would like to invite Spin Casino to join the conversation.

Dear Spin Casino,

Could you please furnish us with the reasons as to why was the player's account closed? Additionally, why was the player's balance not paid out after their account was closed?

If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

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 Stellar12,

Although it took a while I managed to get in touch with the casino representative. I have requested additional information to better understand the entire situation and, if feasible, find a potential agreement on how to address your complaint. I will prolong the timer for an additional 7 days.

Dear Stellar12,

Although I managed to get in touch with the casino representative, they only informed me that they don't deal with the players' complaints on forums or 3rd party sites, and the players are advised to contact their support team. I understand you have already done that, but I’m afraid there is not much that can be achieved without cooperation from the casino team side. 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 might 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. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1), and submit a complaint to them. The next step would be contacting the Alderney Gambling Control Commission (https://www.gamblingcontrol.org/player-complaints/submit-a-complaint) and submitting a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. 

Best regards,

Michal

Casino Guru