SpinCity Casino - Player’s account has been disabled.

Not knowing spin city was affiliated with other casinos under different names I self excluded myself from an affiliate jackpot city.They allowed me at spin city and I deposited three times and then suddenly it wouldn't let me play any longer I contacted them and they told me I self excluded myself from another casino they own and I wasnt allowed to play . I told them then I wanted my balance returned to muchbetter account but nothing .

Dear Andrea,

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. What was the reason for the self-exclusion in the sister casino? Have you requested it, or it’s been applied by the casino? How long ago it happened?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I self excluded my self from jackpot city because I found the site questionable that was only reason. The exclusion was temporary and was over sometime in March. When I contacted spin their customer service told me twice my funds would be put back into my muchbetter account but nothing has been returned

Could you please forward any relevant communication to petronela.k@casino.guru? Thank you very much in advance.

Three times now I contacted them about my money and twice they told me it will be returned. Today I talked with customer service and they cut me off after they told me they were looking into it . I was waiting for 15 minutes and they just stopped replying . Other words they hung up on me

Hello Andrea,

Have you saved any relevant emails or screenshots of the coversation?

I talked to Alfredvdr on Feb 13 and was told by him that my funds would be returned and then they sent an email wanting to know banking info so they can return funds . I told them I deposited thru much better services and they can return through them and gave the number

Hello Andrea,

Have you saved any relevant emails or screenshots of the conversation? Please forward them to petronela.k@casino.guru before we'll confront the casino. Thank you very much in advance.

Sorry but no I didn't. I tried finding the email but no luck. The only thing I had was the name of the customer rep Alfredvdr. I also went on the site to once again talk with customer rep and was told its being reviewed by their team.

Thank you very much, Andrea, for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Andrea.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you

We would like to ask the SpinCity Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Thank you

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Andrea.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru