SpinCity Casino - Player’s account has been closed and winnings confiscated.

After ordering the withdrawal of the winnings, the casino ordered the verification of the account. I gave me all the data they asked for. The verification began on 11/16/2024. On 11/18/2024 I received another one that they wanted because in their opinion the data from the bank statement was not comprehensive or poorly visible. Throughout the day I was reassured that it was a normal procedure and that they only needed to send the data. On 11/19/2024 my account was permanently blocked. Attempts to contact the hotline ended with information about the blocking of the account and the removal of all winnings. Currently I do not have access to the account, the winnings were removed and there is nothing I can do on their part. Only the second consultant informed me about the possibility of filing a complaint. The first consultant did not inform me about this. I want to recover the amount I won.

Dear Bylik,

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Have you received any explanation from the casino regarding the blocked accounts?

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

I played slot games, and when I bought free spins in the game "Sugar rush 1000" for PLN 500 at once, I won PLN 14,184.90. It was an in-game offer, not a casino bonus. I did not have any active bonuses on my account. The whole thing was marked as money to be withdrawn. The day after the withdrawal order, the casino ordered account verification. I sent them all the documents. On November 19, 2024, the casino blocked my account, citing the provision in the regulations "3.1.7 We reserve the right to refuse to open or close a Member Account at our own discretion". I did not receive this information by email, it only displays when trying to log in. I tried to contact but only the second consultant informed me about the possibility of filing a complaint.

the day before my account was closed during verification, the hotline staff reassured me and told me to wait for the verification to be completed

from my perspective it looks like an account blocking in order not to withdraw money. Maybe calling it fraud or theft is an exaggeration but that's how it looks from my side.

today I received an email with information that I was abusing bonuses. I do not admit to the act. Due to the block previously imposed, I have no way to prove it here. Now they could just as well have come up with it to finally close this account without a chance of getting my money back. Of course, they did not tell me how I was abusing bonuses, they just stated it verbally.

Thank you very much for your reply, Bylik. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

hello, I sent you an email contact from SpinCity. The whole thing is in Polish. I count on your help

Thank you very much, Bylik, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Dear Bylik,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the SpinCity Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear SpinCity Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

Thank you for your help in resolving this complaint.

We are working on this case and preparing information on it, so we will be able to give you a more detailed response shortly. Thank you for your co-operation. 

Dear Kubo,

Thank you for giving us sufficient time to respond. We have sent you an email with evidence of the user's violation of the rules, please review it. 

Dear SpinCity

why did I first get a ban from point 3.1.7 of the regulations on 19.11.2024? on that day you didn't even write an email about the ban. I only got the option to appeal and complain after the second chat with support. From the beginning it looks like a ban due to the reluctance to pay out the winnings. The last funds come from one game. Information about what you call abuses was only a day later

Ultimately SpinCity you blocked my account and all funds without reason on 19.11.2024. The only reason on that day was to withdraw funds. I am adding a screenshot as proof.

Dear SpinCity Casino,

I apologize for the delay in my response. I have been trying to reach you via email, but it appears my messages are bouncing back for some reason. Nonetheless, thank you for providing the additional information regarding the case.

To gain a clearer understanding of the situation and the gameplay development, would it be possible for you to share the full gaming log file from which the screenshots were taken? I kindly request the evidence in XLSX or CSV format, as it facilitates a more thorough and accurate review.

Thank you for your continued cooperation. I greatly appreciate your assistance in resolving this matter.