HomeComplaintsSpin Dimension Casino - Player’s account has been blocked.

Spin Dimension Casino - Player’s account has been blocked.

Black points: 720

Amount: $1,200

Spin Dimension Casino
Safety Index:Above average
Submitted: 31 Mar 2021 | Unresolved : 08 Jul 2021
Unresolved Our verdict

Justified complaint

UNRESOLVED

Case summary

3 years ago

The player from United States had their account blocked without further explanation. The remaining active balance is still held by the casino. The complaint was closed as unresolved as the casino did not respond to our request to fully pay out the player as there wasn't any breach of terms in the casino.

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3 years ago

So I have an account with this casino also with the other two from the same ownership , I’ve been making deposits and play the slots , sometimes win sometimes lose , they have been good so far until last week where they decided to block my account and now they say that they will not pay my balance

my current balance on this casino is about $1200

they banned my account cuz I won money

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3 years ago

Dear AAlmeida

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. Was your account fully verified previously? Could you please advise if you accumulated your winnings with or without an active bonus and clarify if you’ve received any withdrawals in the past?

If there’s any relevant communication between you and the casino, 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

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3 years ago

My account was fully verified and I’ve done withdrawals before

I did not have any bonus promotion, straight up cash deposit

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3 years ago

Thank you very much, AAlmeida, for your email. Could you please advise if you have received the requested withdrawals already? Do I understand correctly that the active balance of $1,200 was confiscated?

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3 years ago

Additional comments from the player:


"For some reason I can’t reply you on the website They did confiscate my $1200 balance Also they payed some of my withdrawals I can’t say if the whole thing because I can’t access my account but my balance is there hostage and they refuse to pay it"

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3 years ago

Thank you very much, AAlmeida, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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3 years ago

I will now try to contact the casino and let them know about your issue.

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3 years ago

Unfortunately, we haven't receive any respond from the casino. I'm really sorry but if we won't be able get any respond from the casino within the next 7 days, we will be froced to close the complaint as unresolved, which could lead to casino's rating reduction.

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3 years ago

Dear Aalmedia,

We successfuly got in touch with the casino. We were informed by the casino that you were blocked on every Rival gaming platform and that's why is your account inactive. The casino informed us that your previous withdrawals were all paid out and your last deposit was played. As you were blocked globaly from Rival, there isn't much the casino can do in this case. I would recommend you to register in a different casino where this game provider isnt't available. Is there anything else we can help you with regarding this case?

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3 years ago

I play on other rival casinos and I’m not blocked , that is a lie.

and even if that’s true just give me my balance and I won’t bother anymore

why are they keeping my balance for ?

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3 years ago

Based on what the casino said all your previous withdrawals have been paid out and you have currently no balance on your casino account as you played it.

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3 years ago

That is not true , I have a recording that proves them wrong and also emails were they said they would not give me my balance .


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3 years ago

Dear Aalmedia,

Please provide us with every relevant proof you have. Send it to nikolas.b@casino.guru.


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3 years ago

I had sent it before to petronela , I just sent it to you also with recordings.

this is ridiculous how can they say I played my balance if they just blocked me out of the blue

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3 years ago

I will now contact the casino for further information.

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3 years ago

Dear Aalmedia,

After consulting with the casino, I would recommend you to contact Rival provider as the casino claims that as their run their platform on Rival, there isn't anything they can directly do about you being blocked. Please let us know about your next steps.

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3 years ago

They are lying , I’m not blocked by rival as I still actively play on many rival casinos

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3 years ago

Dear AAlmeida,

Could you please send us any kind of proof that some of your Rival platform casinos are still working and you are able to withdraw from there?

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3 years ago

I’ve just sent you an email

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3 years ago

Dear AAlmeida,

I could not find any new e-mail from you. The last one is from date 28.4.2021. Please try to resend it to both addresses: nikolas.b@casino.guru and nikolas.b@guruadmins.com


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3 years ago

I have sent it on last Friday

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3 years ago

The first I sent it to Petronela

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3 years ago

Thank you for the e-mail. I'll now contact the casino to run through the new evidence.

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3 years ago

I'm going to write a definite statement soon regarding the case. The communication still persists with the casino and we are trying to come to the best solution.

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3 years ago

At this point, we are still waiting for the casino to provide a definitive answer too. From our point of view, the player should be fully paid out as he did not break any term in this specific casino.

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3 years ago

Dear Aalmeida,

I've been trying to get a definite answer from the casino regarding the case but since our decision was made they did not respond to me. Based on that, the complaint will be now closed as unresolved, which may also negatively affec the casino's rating. The casino can still contact us anytime if they wish to change their decision and the complaint will be reopened. I'm sorry that we could not help you this time with your issue but do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you.

Best regards,

Nick

Casino.guru

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