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

I have been a member of Spin oasis since about late March, I have played their slots very regularly & put tens of thousands of dollars through their business. i have been upgraded through the tiers from depositor right up to the highest possible level of VIP5 which meant I had to play in the Slot Moola room. Everything was going well, I made 27 successful withdrawals of $2,500 each over the last 3 months or so without any major problems at all. Then on the 22nd Oct I lodged 3 x withdrawals of $2.5k each , upon checking my profile page a few days later I noticed that the whole amount of those withdrawals, ($7,500) was classified as "Managers Withdrawal" which in the past has always applied to the only the portion deducted from my withdrawal amount to reimburse the casino for the deposit bonus. When I contacted them to find out what was going on I was told that on the 21st Oct I made 2 seperate deposits, the first was straight forward, I put $550 of my money in, got a bonus, played & lost. As soon as I ran out of money/credits I made the second deposit. Whilst doing the 2nd deposit of $280 the casino slipped a loyalty rewards payment of $157.50 into my account without my knowledge. Because I wasn't aware of them doing that I just played on as normal but this time I won a bit hence the $7.5k withdrawal requests the next day. The casino staff told me that because I had blended two promotions together I would loose the entire amount, MY money, the deposit bonus, the loyalty bonus & my winnings. I argued with them a little trying to get them to understand & accept that I didn't do anything intentional to gain funds that I wasn't entitled too but they wouldn't budge. They said that the payment goes in automatically once my balance falls below $5, which it did, which is when I grabbed my wallet & deposited more funds. It's strange that the website wont allow a player to have more than one active promo at any given time but they can sneak a 2nd promo into my account without me knowing then take all of my winnings. After quite a few emails I just accepted that I wasn't going to change their stance so I gave up. A few days later I was lucky enough to win a bit more so on the 31st Oct I put in another withdrawal request of $2,500. I looked back at the progress of that withdrawal the following day & found that the $2,500 had been credited back into my gaming account so I contact "support" & was told that the reason that withdrawal was denied was because I hadn't provided ALL of the necessary documentation needed to make a withdrawal, (I'd made 27 successful withdrawals over the previous 90 days & had made sure I followed all the rules & had all the information they requested each & every time).I thought to myself, stuff this casino I'll just blow this 2.5k & when its gone I'll join a better one, I went to the slot etc then wound up playing Keno where I won 2 lots of ten grand. I kept playing for a bit but started loosing a lot so when the balance got down to $16,000 I stopped & went to bed only to find that in the morning I couldn't login, I started writing emails to all the email address I had contact with previously & not one single response. I assume that rather that paying me out of even disputing the fact they should they've just blocked my account & are ignoring my attempts to contact them. Altogether they have kept from me $7,500 from the first 3 withdrawals on the 22nd & another $16,000 from the one on the 31st totalling $23,500. A lot of money to me. I have search all over the internet trying to find some contact details for these people but all Ive found is their own advertising, some bad reviews & something that really shocked me if correct & that is they are not meant to be operating in Australia. Is there anything at all I can do to get what is rightfully mine out of these low lifes or am I just another victim they leave broke & depressed?

Dear MatPaltridge,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing methods changed recently?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

The only thing that is out of the ordinary is that 2 weeks ago I helped my friend set up a membership with the same casino so he too could play the slots, when we tried to make the first deposit into his account we discovered that there were gambling blocks on his bank card & he wasn’t able to use them until contacting his bank so not knowing it was against casino rules I used my card to put a little money in for him. I got an email from the casino a couple of days after asking why my card had been used on 2 different accounts. I explained that I didn’t think it would be a problem & that I didn’t know it wasn’t allowed. They informed me that there had been a block applied to my card & I wouldn’t be able to use it again with them until I send the photos of the front & back of my card which I’ve done & the block has been removed

the casino has contacted me & told me that my account was blocked because my location from where I was trying to login didn’t match the location I provided on my account profile. I recently purchased & installed a VPN which caused this to happen. I have since turned off the VPN & logged into my account successfully. the $16,000 I had in credits is still there & everything is as normal & working fine.

case closed I guess 👍

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, MatPaltridge, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru