The player from Poland had reported that her casino account had been blocked due to an alleged rule violation, despite her insistence that she hadn't broken any rules or owned multiple accounts. She stated that her attempts to resolve the issue were ignored. The casino had unblocked her account, admitted that an error had occurred, refunded her winnings, and initiated verification. The issue had thus been successfully resolved.
SpinCity Casino - Player's account has been blocked due to suspected rule violation.
Amount: 200 zł
SpinCity Casino
Safety Index:Above averageSafety Index
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7.5
SpinCity Casino has a Safety Index of 7.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
I wish to express my profound disappointment and frustration with the blocking of my account under rule 3.1.2. I'm completely stunned by this action, as I am sure I have not violated any rules or owned multiple accounts.
From the very beginning, I have stated that I only have one account and have in no way violated any rules. My persistent efforts to communicate about this issue have remained fruitless.
Not only is this inconvenient for me, but it is also puzzling how I have been treated in this manner when no opportunity has been given for me to clarify my situation. I feel entirely ignored and uneasy about this lack of response.
Automatic translation:
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9 months ago
Dear judytac364,
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.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Could you please advise if you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
Translation
Dear Tomas,
I will answer your questions:
- No, I'm the only one using this app.
- 2. No, there was no KYC verification required.
- 3. I'm not sure exactly, but I activated the 100% first deposit bonus, but then I also played with my own money.
- Kind regards
Automatic translation:
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9 months ago
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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9 months ago
Translation
Problem has been solved. The casino unblocked my account and apologized. Customer service contacted me and informed me that there was an error. They refunded my winnings and now I'm getting verified.
Automatic translation:
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9 months ago
Dear judytac364,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Tomas
Casino.Guru
