SpinCity Casino - Player's account has been closed.

Around November 15, I requested a withdrawal from this casino, one of my favorites where I frequently played. I never suspected anything was wrong, and no one from customer service informed me otherwise. Although I didn't take their deposit bonuses, I did take advantage when free spins or no deposit chips were offered to me as rewards. I liked their badge system and got plenty of them. However, when I requested a withdrawal, my account was suddenly blocked. When I managed to contact customer service through live chat, they told me it was due to a duplicate account. They refused my request to verify it. I don't remember setting up another account with this casino, but I explained that even if I did, it was likely unintentional, perhaps as part of exploring the world of online casinos, but I genuinely don't know. I had a good relationship with spincity, which is why I didn't argue. I explained that I don't take bonuses, and if I do have a second account, I've never used it. The rules state that if an account is duplicated, restrictions apply, so why was I given bonuses, badge points, and why were they accepting my money for the last six months? There was no response. I wasn't expecting this, and I don't have much to substantiate my claims. I will provide my email as well as my casino ID.

Dear marcinqszwed,

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 possibility that someone from your household or using the same IP address has also created an account at this casino?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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,

Kristina

Hello. Of course it is possible because kids often play with my phone, I have a 17-year-old brother and he could do it too. I got to know online casinos relatively recently, even with a phone, I'm still learning how to use them well, and the first time I logged in out of curiosity, I didn't play, I didn't deposit anything, and if there was such an account there, it was definitely used only once for observation purposes.

Yes, he could, and I could even do it myself once and I don't remember, but I didn't use a second account, when I was getting to know online casinos, I logged in to several of them to see what it was all about, I certainly didn't log in a second time because I don't even remember it at all

Thank you very much, marcinqszwed, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello marcinqszwed,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and like the casino team has informed you, only one account is acceptable per person. This is an industry-standard rule that can be found in every online casino. I will contact the casino to shed more light on this matter.

We would like to invite SpinCity Casino to join the conversation.

Dear SpinCity Casino,

Could you kindly furnish additional details concerning the existence of multiple accounts linked to the player? If the creation of additional accounts was inadvertent and only one account has been actively utilized for gameplay and deposits, the inactive accounts (if they were not used for an extended period) should not be a determining factor. Kindly provide clarification on the creation dates, last access, last activity, etc., for each account. If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Hello, Michal!

We have provided all the information to your email. Please check it and let us know if anything else is needed.

Dear SpinCity Casino,

Thank you for your email and for providing evidence, I have replied back with some additional questions.

Hello, Michal!

We have replied to your email with clarifications.

Dear SpinCity Casino,

Thank you for the additional information and evidence.

Dear marcinqszwed,

I have reviewed the evidence supporting the casino's decision. Unfortunately, after a thorough examination of all pertinent information, we are declining this complaint as unjustified due to a breach of the casino's terms and conditions and bonus terms and conditions, specifically the misuse of multiple accounts with the same or very similar details created in close succession, aiming to take advantage of multiple bonuses. The casino maintains a stringent policy regarding such cases, and its actions align with the terms and conditions outlined in clause 3.1.2, as communicated by the casino team earlier.

Your initial account associated with the email marcin******@gmail.com will remain open for future play if desired, while the other account will be permanently closed. I wish I could have been of more help.

Best regards,

Michal

Casino Guru