Spin Palace Casino - Player’s struggling to receive a refund.

I deposited wrong amount instantly contacted them they told me I had to go thru withdraw process 8 days later they are telling me they have to call me another 72 hrs they instantly locked my account cause of this statement..... I begged for my deposit back as it was my rent money. I'm getting really frustrated don't know what to do I didn't even win nor did I e en play on their casino so whytaking so long to review

Dear Pam,

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. Have you played any of your mistakenly deposited funds, or they’re still untouched inside your account? Could you please advise if your account has been successfully verified already?

Furthermore, if there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Haven't played any now their saying 24 hrs they have to call me

It is most likely to verify your identity and complete the KYC check. Could you please advise if you have been contacted by the casino already? Thank you.

Hello still waiting I've reached them every day being polite and I'm being patient today they told me within 24 hrs my account is still locked thou

I fully understand your frustration, Pam. However, I will set the timer for additional 7 days and if there’s no development by Tuesday next week, we will intervene. Let’s stay positive and wait for the good news regarding your account verification. Thank you in advance for your patience.

I would like to draw attention to the fact that casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, we recommend players contacting the Licensing Authority directly and use this complaint as a reference.

Nevertheless, I would like to give the casino one more week to verify your account and process the refund so we can avoid Licensing Authority. Please keep me informed.

Hello Pam,

Have there been any developments since our last conversation?

Dear Pam,

Have you succeeded in verifying your account? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.