Spinago Casino - The player was accused of opening multiple accounts.

Hey I had made an account with spinago 2 years ago or longer. 1 month ago I tried to stop gambling and ask spinago to close my account. They told me my account was closed. They didn't say I can re use that account when I wanted to gamble again. I was honestly under the believe that when you close a bank account it's closed for good meaning you can't access that. I signed back up with spinago. Unaware that I could of used my old account that I CLOSED. They allowed me to verify myself, let me deposit money. I spent half a day honestly verify myself. they kept asking me to take a selfie with my ID. They accepted my verification. I win. $6000 and tried to withdraw it. It kept getting sent back to my account I keep messaging what's going on. They say it's getting sent to management. So for a whole 24 hrs I'm continuing to play thinking that it's all good. Mean while I end up winning $20000 twenty thousand. And the. They come back to me that I have 2 accounts and is a breach of privacy. WHY WOULDNT THEY TELL ME THIS WHILE I WAS BEING VERIFIED. IF I KNEW MY OTHER ACCOUNT WAS STILM USABLE I WOULDN'T OF WASTED MY TIME ON THE NEW ACCOUNT AS I WAS FULLY VERIFIED ON IT AND HAD WITHDRAWN MANY TIMES. PLEASE CAN SOMEONE TELL ME. I DIDNT MAKE TWO ACCOUNTS TO BE ANY WRONG DOING. I ONLY MADE THE FIRST ACCOUNT BECAUSE I CLOSED THE FIRST ACCOUNT. BELIEVING THAT I COULD NO LONGER USE IT. THEY SHOULD OF NOT VERIFIED ME IF I HAD THE OTHER ACCOUNT

Hello angelbooty36,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinago Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise why was your first account closed? Did you request for account closure or self exclusion?

How long after the casino verified your second account did they void your balance? Did you have any balance on your first account and did you use any bonuses on any of your accounts?

Looking forward to your answer.

Regards,

Nick

Hey nick thanks for your reply, i closed my first account because i tried to quit gambling all together and obviously was unsuccessful. So yes i messaged spinago on chat and asked for my account to be closed. I honestly believed it was closed never to be used again. When i deposited money i never ever deposited and used a bonus. However sometimes i would message on the chat and ask for some free spins or credits to be added and they would put a percentage of the money i played on a wager bonus and i would play. When i won this money i only deposited 50 dollars. No bonus added. They took 24 hours to void my balance. After making me verfiry my account for half the day. . I can send the screenshots of the messages and chat transcripts ?

Please forward all the screenshots and communication to nikolas.b@casino.guru.

Hey I have email you can you confirm you have received or not please.

Hey Nick you haven't responded

Hello angelbooty36,

Do you still have the request of your first account closure? Did you mention any gambling issues or addiction in it? Please if you still have it, forward it to nikolas.b@casino.guru.

Hey Nick I didn't save the transcript to the conversation asking to close my account. As I was abit upset, i had gambled abit of money. So I requested they close my account

Dear angelbooty36,

Please note that it is essential to know if your account got just closed or it was self excluded as there is a major difference between them. Is there any way to find out which one was it?

But please note that as the first account closure happen quite a long time ago, it might be unable to prove if it was closed due gambling addiction. If you were self excluded for a longer period of time, the casino had right to void your balance in your new account and refund only your deposit.

I promise you I closed my account because I wanted to stop gambling. I will go through my google history now and see if I can get it off there.

I have proof of all the deposits I made to show you that my account wasn't closed due to not being used. I used spinago alot and deposited frequently

Dear angelbooty36,

I believe that you closed your account due gambling issues. However the importance is on whether you shared this information with the casino or not as it can change the circumstances of your case a lot.

Hey Nick, I actually was frustrated with the amount of money I had deposited and not won. When I went on to the chat. You have to click onto the box where it says save and send copy of transcript to your email. I don't believe I clicked onto it to save the transcript. But I said to them that it was a bad casino for the amount of money I had deposited and wanted to now stop gambling and to close my account I told them this.

Hey Nick I forward thru the chat

Hello angelbooty36 and thank you for all the information. Please note that if you will ever close your account in the future to ask the casino to reopen it and not to open a second account. However, in this current case, if you did not use any bonus to accumulate your balance, the casino should pay you specially if your account has been verified. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi angelbooty36,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Spinago Casino to the conversation to participate in the resolution of this complaint.

Thank you Peter for getting back to me. Yes please that would be great.

Why fully verify me? Why not mention this when yous was taken a whole day verify me. Making me take mutiple selfies and upload them. Yes I used the same ID and documents because I wasn't created the second account to do anything wrong. It's Spinago fault for not making it clear to me when yous closed my account. Yous should have sent all this to me. I wasn't aware. It's actually wrong if yous allowed me to deposit how many times.? Knowing this would happen. I wasn't aware I could access the first account as yous closed it never to be used.

Dear Spinago Casino team,

If you don't want a player to view the content and the attachments, please send them directly to my email address in the future (peter.m@casino.guru). How was the player able to verify her second account if she used the same personal data?

This doesn't make sense they knew who I was, they completely verified. I wasn't aware of this. I know you can't make more then once account as all the winnings would be forfeited. As having a duplicate account is a breach of the terms and conditions. But this is a different suitation. As I requested yous to cancel my account. Spinago replied saying it was closed. I have the chat stating it. Why did yous allow me to be fully verified why did yous allow me to deposit 1300 dollars without saying something first. That this is a duplicate account.? And not allowing me to deposit. Yous basically stole my money. Knowing yous wouldn't pay me it being a duplicate account.. that's wrong you can take take take verify my ID knowing all this and then when I want to withdraw yous close my account. That is so wrong. That is basically theift

I didnt refuse I simply am waiting while this is being investigated. I'm not in the wrong here. It would be a different situation, if I made more then one account with false documents. However I did not. I requested my account be closed as I wanted to stop gambling as the amount I deposited onto the site and didn't win anything back was disappointing. Spinago closed my account never to be opened again.

I failed at my attempt to stop gambling , spinago allowing me to opening a second account deposit 1300 fully verify me then once I won. You want to be greedy and sneaky and use the duplicate account stuff them but not when taking my money. That is really wrong can't you not see that

Hi angelbooty36,

We will discuss your complaint internally and I will get back to you tomorrow.

Thank you 😊 🙏

Also why is spinago saying that I only won 18,700 and the amount i deposited was $1382 ? I won 20 thousand before they closed my account

I don't know if that's a consequence. But $18,700 + $1382 = 20,082

Hey Peter it's been 2 days now ? How is everything going ?

Hi angelbooty36,

Sorry, it took longer than expected.

Dear Spinago Casino team,

In Casino Guru we put lots of emphasis on fair gambling. This means that neither casino nor the player should get an unfair advantage. T&Cs of the casino should ensure that players get no unfair advantage over the casino. At the same time, they shouldn't be unfair to the players. You can read more in our Fair Gambling Codex: https://casino.guru/fair-gambling-codex-for-casinos. We also use this as a base for our decisions regarding complaints. The point is to create a safe and user-friendly environment for players even those who don't read the whole T&Cs (very few do) and aren't experienced gamers. The fact is that one account per person is a standard rule in the industry. But not every player is aware of that. The main point of this rule is protection from abusing welcome offers. If a player takes the welcome bonus twice, that is an unfair advantage and we agree that any winnings should be void. However, this is not the case here.

Let us summarize the key points of this case:

1. The player opened the second account in good faith, unaware that it was against the rules
2. The player didn't take a bonus, so there is no unfair advantage gained
3. The player's first account was closed based on their request, it wasn't self-excluded for gaming problem
4. The player's second account was fully verified. This is important because at this moment (if not sooner) the casino should have realized that the player already had an account. It's logical for the player to assume that if she passes verification everything is OK.

Considering all of this we believe that a fair approach from the casino would be to pay the player. Even though she unintentionally broke one of the casino terms, there is no advantage gained by that, and the money was won fairly (winnings resulted from her luck, not any special advantage). Therefore we would like to ask casino representatives to take all of the individual specifics of this case into account and reconsider the decision to not pay the player.

According to our internal methodology, if the player won't get paid, the complaint will be classified "against fair gambling" which will lead to a decrease in the casino's rating.

Thank you for your reply, what is the process now .?

I just want to say a massive thank you to the Guru Team for all your time and effort put into my case.

Hey there Peter, I don't know what to think. Spinago is emailing me to send my BSB and Acc details to refund me all the money I deposited from my second account. They can respond to me in email saying "so sorry to see you sad "but can't reply thru here. ? I can send the email through to show you? My anxiety about this whole situation, unfairness. & abit of disbelief the way Spinago has treated me. If they don't respond on here before the times up what happens then.

Hi angelbooty36,

You can forward the emails to my email address (peter.m@casino.guru). When it comes to the process, if the casino doesn't pay you, the complaint will become unresolved and this will affect the casino's rating.

Hello angelbooty36,

the Spinago team is terribly sorry you had to face such difficulties with this situation and it's affected your mental state. Please accept our deepest apologies. We have reviewed all the details and made a decision to return the winning to your balance. Our players are our greatest value and we care about your comfort. Once again, please accept our apologies. We will be glad to see you as our player again. Kindly ask you to follow our T&C and play responsibly.

Thank you  Spinago Casino team for reconsidering, it is appreciated.

Dear angelbooty36,

Can you confirm that your winnings were returned?

Hey there i only recieved $18,700

$1300 short of the whole amount

Hi Angel and Peter,

The amount of 18,700.34 was subtracted due to a duplicate, and this amount was returned on the account after the case reviewing.

Thanks for understanding.

Thank you Spinago Casino for the explanation.

Dear angelbooty36,

Can we consider the issue to be resolved?

It was not

Could you please elaborate on that a little? If $18,700 was deducted from your account what happened to the $1382 that the casino left in your balance? 

There's was no $1382 that's the amount spinago was shorted me when my account was re opened. There should of been just over 20,000. However they was saying send my BSB and account for a refund amount being $1300 I deposited in my second account. Maybe they got this mixed up or something. I n

Dear Spinago Casino team,

Could you please explain what happened to the amount of $1382 that angelbooty36 is talking about?

We would like to ask Spinago 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, the complaint will become ‘unresolved’.

Dear angelbooty36,

It seems that the casino stopped responding entirely. We will close the complaint as unresolved until we hear from them. The disputed amount will be changed to $1382. Normally I would recommend you to contact the licensing authority but due to the nature of the issue, I'm not convinced that it would be helpful. . I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in ratings caused by unresolved complaints could 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.

Best regards,

Peter

We reopened the complaint as per the casino's request. We received the following message from the casino:

"The player asks about 1340 AUD of the deposited funds, but in cases when funds are confiscated due to a duplicate we reset the gameplay on the offending account and return all deposits from it. Since we confirmed the legitimacy of the gameplay with a return of confiscated funds, we are not required to return the lost deposits."

Spinago only returned 18,700 when they was ment to return 20 thousand. It even says in this email they would return 20 but didn't.

Hello and thanks for your reply, angelbooty36

In the email attached above the manager stated that we decided to reconsider and positively react on your complaint of 20,000 AUD. But after careful research of a player's profile and gameplay, it was discovered that there were 18,700.34 AUD subtracted, and all this amount was return to a customer.

We really hope to solve this case successfully, so Angel if you don't mind the VIP Manager will contact you personally to offer a VIP bonus to play with.

Hi all, thank you for your replies.

Dear angelbooty36,

Do you have any screenshots showing that you actually had $20,000 in your account? It can be a screenshot of your balance or your game history.

Dear Angel and Peter,

We should apologize for this case lasting so long and may cause inconvenience to you.

We have discovered that a mistake has been made by one of our agents during the confiscation. The subtracted amount was 20040.34, but it was stated as 18700.34 in the reports, which confused us all this time. Attaching the screenshot where it is seen that a user had 20040.34 after the last bet in 27 June and next time in August she was returned 18700.34 and put a 6K for withdrawing, so her balance was 12700.34.

As we are concerned about our customers reviews as well as our reputation, we are more than happy to add 1340 AUD more to Angel's account so that to resolve this issue as soon as possible.

We will do our best to such issues never happen again and hope Angel will keep a positive impression from us.

Thank you, Peter for helping to solve the problem.

Wishing all of you all the best.

Thank you Spinago Casino team for making sense of this.

Dear angelbooty36,

Please let me know when all your funds are returned.

I would just like to say, it's only taken over 3 months and me having to fight a great deal to prove I won and if it wasn't for the Guru's help I don't believe I would have gotten my winnings. Even still shorting my wins for $1300, the way the Spinago staff treated me is disappointing. It has effected my mental health, causing me anxiety. It was Spinago mistake for fully verifying my second account after being told my first account was closed. Then to top all that off, I receive a email from the vip manager saying Spinago will give me this lovely $300 dollar bonus. Then says no they won't be because the Guru haven't done.

Dear angelbooty36,

Did you get your $1300 back?

Dear angelbooty36,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Since angelbooty36 stopped responding, we are forced to reject her complaint. If she decides to give us an update, we will change the status of the complaint accordingly.