The player from Germany had initiated three withdrawals of €500 each, but after 4 days, his account was closed for review. Despite repeated attempts to contact the casino via live chat and email, the player had received no response. In total, €1500 in withdrawals were pending, and €4000 remained in the locked account. The player later admitted to using his girlfriend's account to make a deposit, which was a violation of the casino's terms and conditions. As a result, the casino permanently blocked his account. We had explained the importance of using one's own payment method and the potential legal implications of violating these rules. Due to these reasons, the complaint was rejected.
Spinanga Casino - Player's account is locked with withdrawals pending.
Amount: €5,500
Spinanga Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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8 months ago
Translation
Hello, on March 14th, I made my first withdrawal of €500 and in the following days I withdrew €500 again twice. I reported in the live chat after 4 days but was always put off, then on March 25th my account was closed for verification. I can no longer access my player account and the live chat always says the same thing. I even emailed support three times without getting a reply. It's now been 19 days in total, I have paid out €500 three times and €4000 is still in my player account that I haven't been able to withdraw because my account is blocked for verification. I don't know what to do anymore. I even emailed support today to send me documents: front and back of my personal ID, bank card, photo and selfie of me and my personal ID, please help me. Kind regards, H.
Edited by a Casino Guru admin
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8 months ago
Dear Marioh1983,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Spinanga Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Before the casino locked your account, were you asked to provide identity documents for verification? Do I understand correctly that you were unable to upload the documents via profile, and sent them via email? Has the casino requested your documents through email?
When was the last time you communicated with customer support?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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8 months ago
Translation
Hello, I was not asked to submit documents and was not informed about the blocking. The last time I contacted support was on March 23rd by email about my payout. They only wrote that it would take 3-6 working days to process the payout. After that, I contacted support I wrote to them 3 times by email about why my account is blocked because of the verification and what happened to my payout, but I haven't received an answer. I write almost daily with the live chat, which keeps putting me off, except for yesterday, April 3rd, when the lady wrote that I had ID documents by email should send what I did, Kind regards, H.
Edited by a Casino Guru admin
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8 months ago
Considering that you submitted your latest documents on April 3rd, please bear in mind that the verification process may require several days. Consequently, there might be a slight delay in processing your withdrawal. Have your documents been approved yet? Please let me know.
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8 months ago
Translation
Hello, my account has been permanently blocked and I have received my last deposit of €25. I used my girlfriend's account to make the deposit because I couldn't use my account as it always said "account not found". I previously looked at the terms and conditions at spinanga to see if it would be a problem to pay in with a different account. It only said that the details of the player account holder had to match when making a withdrawal. It didn't say anything about you only having to pay in with your own bank account. I think that's why they blocked my account. I even submitted documents from my girlfriend showing that we live in the same household, a copy of her ID card, etc. I'm not getting any answers from live chat or support. I just got an email saying that my account is permanently blocked and I haven't even gotten the €330 I deposited back.
Automatic translation:
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8 months ago
Dear Marioh1983,
according to the Spinanga Casino's Terms and Conditions:
4.1 By opening an account on our Website and by using our Website you warrant that:
(...)
the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.
Please understand that using a payment method that belongs solely to you is one of the main rules in any online gambling establishment. Firstly, it ensures the security of your personal and financial information, as someone else's payment method may compromise their security. Additionally, casinos typically require account verification, and using someone else's payment method can lead to verification issues or account suspension. Moreover, depositing with someone else's payment method may violate strict regulations related to anti-money laundering and KYC policies, potentially resulting in legal consequences. Lastly, using your own payment method promotes fair play by preventing disputes over ownership of funds and ensuring that winnings are rightfully attributed to the account holder.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Veronika
