The player from Spain had been using her boyfriend's card for deposits. Her account had been blocked during her third withdrawal attempt with 500€ pending. The casino had cited non-ownership of the card as the reason for account closure and had offered to refund only the wagered amount of 50€. The player had argued that the casino had previously allowed withdrawals without verification, but the Complaints Team had clarified that it was a breach of the casino's terms to use a third party payment method. The player's request for a refund of the 50€ deposit had also been addressed, with the team stating that the owner of the payment method had to request the refund. The complaint had been closed due to the player's breach of the casino's terms.
Spinanga Casino - Player's account blocked due to payment card ownership dispute.
Amount: €500
Spinanga Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
I made several deposits and was initially allowed to withdraw my funds without any issues. However, when I was in the process of making my third withdrawal, I found that my account was blocked. This arose from the fact that I had been using my boyfriend's card, and had a pending withdrawal of 500 euros. They informed me through a message that my account would be blocked, and they would only credit the 50 euros I wagered, citing their policy that does not permit the use of a card that does not belong to the account holder. What I do not understand is why this was not an issue earlier, but have surfaced now. I understand that once you deposit and win, that money becomes yours. So, if they shut down your account, they should give you the money you have won because you risked your own money which you could have lost.
Hello tapondinmakk,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinanga Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did the casino request your card verification at the beginning or at your 3rd withdrawal request only? When was the last time you spoke to the casino and what was it about?
Please note that using a 3rd party payment is strictly against every online casino rules and they have right to void any balance and block you forever.
Looking forward to your answer.
Regards,
Nick
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It seems surreal to me that a casino that does not ask you for verification and you win 850 euros and they deposit it without a problem and then you win 500 more you have it in withdrawal and they cancel it. I understand that they did not want to pay me more because the issue of my boyfriend's card is an excuse since they withdrew me several times without a problem while the card was registered, I can understand that they would block my account if it were stolen or found but that is not the case. I have given them all of my boyfriend's documents so that they can open the account for me but now It seems that there is something strange in that casino and it can be seen from afar, apart from the live chat, they are robots, they are going to make fun of someone else, I will file a complaint because I have seen that they have scammed many people, thank you and long live Spain.
When I opened the account I wanted to do the verification and it told me that at the moment it was not necessary so I deposited quite a few times with my boyfriend's card because they didn't block my account. Is there? Because they are not interested, it seems to me that they are the scammers. On the third withdrawal of 500, they realize that the card is not mine??? And they return 50 euros that I deposited??? And all the money that was lost?? They're going to give it back to me, right? Because if not I'm going to move sea and land with my lawyers to take down that casino amen
They asked me to verify the card on the third withdrawal, something that I had the withdrawal pending to approve. I imagine that they are not interested in paying me more money since I was earning a lot but I think what they do is illegal since the verification had to be when I created the account and not when I have made several withdrawals without having problems. If I had known it, I would not have put a single euro into it, so I understand their policy but they have gone overboard since they have let me log in with my boyfriend's card and I They have deposited money into the account without a problem and now they come to me with these. It is wrong on their part. If there is something wrong, it is done first. They are not interested in returning the 500 euros. That is clear and they come with their policy when they are the ones who They have skipped it. First, I request that they return the 500 euros since they have skipped all kinds of rules.
Dear tapondinmakk,
Many casinos allow the players to withdraw if the amount isn't that high without verification required. As the card was not verified prior to that, they could not know it does not belong to you. However, the casino terms clearly states that you can only use your own payment method and funds to deposit and play and as you registered there, you also accepted their terms and conditions and it is not an excuse that you did not know about it.
Unfortunately, this is a very strict breach of the casino terms and they have every right to void the balance and block you and nobody can force them to do otherwise.
Please keep in mind that this a standard rule in every single online casino and the outcome would be the same in all of them.
Is there anything else we could assist you with? If not, we will be closing the complaint.
