The player from Australia had reported that her underage son had used her personal details to gamble at an online casino, resulting in a significant loss of her savings. Despite multiple attempts to contact the casino and even initiating legal action, she felt ignored. The player had provided a detailed account of how her son had been able to access her personal and banking information, and confirmed that he had been charged with fraud by the police. However, the Complaints Team had explained that without indisputable evidence proving that the account was not created by the player, they were unable to assist further. They also clarified that the casino was not obligated to refund the lost money even if such evidence was provided. The player had been advised to contact the licensing authorities for further help.
Spin Fever Casino - Underage gambling issue at an online casino.
Amount: A$6,000
Spin Fever Casino
Safety Index:Above averageInsufficient evidence from player
REJECTED
Case summary
My 15 yr old son joined this casino using my details and bank account and spent alot of my savings gambling at the casino. When I found out I contacted the casino straight away only to be called a liar. I tried communicating through live chat and kept getting the runaround even after I answered there questions. They have now closed the account my son made and I can't use live chat anymore as it says no agents available to you and my message will be sent by email to support and will get a reply. Well it's been days and they haven't answered any of my emails and I've had enough. If I gambled that amount of money I wouldn't be disputing it but I didn't and won't be made to say I did. There excuse for not reimbursing me is in their terms and conditions it's my responsibility for my ID and debit card even tho my son took it while I was sick with COVID. My son fraudulently used my information and spent my money and now they just ignore me. I've started legal action as I refuse to lose money that o didn't gamble but they are rude unhelpful and just ignore me.
Hello annempike,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spin Fever Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise how could your son access your personal details and payment information? Can you actually proof that it was not your who created the account and lost the money?
Please note that the casino is neither responsible for identity theft or parenting issues as they could not know who registered and used the account until any verification documents were provided to them.
Looking forward to your answer.
Regards,
Nick
I'm a single mother with 2 kids and work hard and live in a 2 bedroom granny flat and I sleep in the loungeroom as my kids have a bedroom each as I start work at 5am. I can send photos of the set up proving this. As I have no privacy I keep my bag in the kitchen where my licensed and bank card are kept and he took them while I was sick with COVID and i had no idea he had also taken my phone. He knew my pin number to get into my online banking account which has since been changed. I don't online gamble never have and with your reply sounds like I'll never see my money again which is wrong as it wasn't me who did this and it took me a very long time to save that money. So legal action won't help me get my money back either then. I took my son to the police where he admitted to what he did and he was charged with fraud. I know that sounds a bit harsh and it was hard for me to do but he needed to learn he can't do what he did. I have nowhere to put my personal belongings so my bag has always sat on the kitchen bench and my clothes are kept in the linen cupboard out where I sleep in the lounge room and he had access to it all and he did verify his account with my ID and a bill. I have a statement that was given to police by my son admitting to what he did so yes I can prove it wasn't me. I've never had a reason to not trust my son up until now and it's not a good feeling
We are being ignored by the casino as my barrister tried to talk to a manager through live chat and was told to email support which he replied we don't get a reply from support and got nothing back from Timothy the live chat agent. If they think ignoring me is going to make me go away I'm not as I did nothing wrong and will not be made out that I did. My barrister has the police statement my son gave admitting what he had done. My barrister has offered them a chance to settle out of court but they just ignore him to which I find very unprofessional and rude of the casino and has caused me stress. I worked 3 jobs 16hr days for the past 3 years to support my kids and pay the bills and save a bit of money and will not stop till I get every cent back that's all I want. My barrister is seeking court costs and compensation as well for the anxiety and stress this is causing me and a court date has been set for early March 2024. I did nothing wrong and did not join up and gamble at their casino and will fight till I get my money back.
Is casino guru going to reply to me? Or just close my case? I wrote to you for help and have only heard from you once
Hello annempike,
As stated above, the casino is not responsible for what happen. Unless you can provide a bulletproof evidence that the account was not created by you, there is nothing we can do and even after that, the casino is not obligate to refund the money as it was deposited and lost.
You can still contact the licensing authorities for them to try to help you but our hands are tied without any evidence.
Best regards,
Nick
