The player from Germany failed to withdraw his winnings of 6,000 euros from Spin.city after his account was suspended due to claims of having multiple accounts, which he denied. The Complaints Team investigated the issue and contacted the casino for clarification. However, the casino maintained that the player's account had been blocked in accordance with their Terms and Conditions, citing violations related to multiple accounts. Ultimately, the complaint was rejected as the player was unable to provide sufficient evidence to prove he had only one account.
SpinCity Casino - Player’s account is closed over alleged multiple accounts.
Amount: €6,000
SpinCity Casino
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7.5
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 days ago
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1 month ago
Translation
Hello, I've been a customer at spin.city for 4 or 5 years, and I've made enough deposits. Recently, I was lucky enough to win something, so I made a withdrawal request for 5,000 euros and then another for 1,000 euros. Then, when I tried to log in, I couldn't because suddenly my account was suspended due to allegedly having multiple accounts. But I don't have any others. What should I do?
Automatic translation:
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1 month ago
Dear Baddy86,
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 or without an active 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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1 month ago
Translation
Hello
First of all, I would like to thank you for responding so quickly.
So I'll answer your question about the IP address. A neighbor plays there too, yes, but it's a shared WiFi in the community center, and yes, I have completed KYC verification and partly, partly, yes, I topped up 15 euros, then I received 100% and 50 free spins, I didn't use the free spins and then I won and then I wanted to cash out, I even had the cashback of 140 euros on it and it was just gone, the nerve that they said the positive thing is that the other account remained open with my name in it, yes, but I don't have one open or a 2 and the one where I won was closed, that's a real thing, isn't it? But depositing. All these years, it's always worked. The nerve. You can see the status via the status. 
Automatic translation:
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3 weeks ago
Thank you very much, Baddy86, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.
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3 weeks ago
Hello Baddy86,
I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a SpinCity Casino representative to join this conversation and participate in resolving this complaint.
Dear SpinCity Casino,
Could you comment on this and state why the player's account got blocked?
Thank you in advance for providing the information.
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3 weeks ago
Translation
First of all, I really thank you for taking the time to deal with a case like this. Thank you very much that at least someone is there to help. I'm really at my wits' end after such a tough Games Over sentence. I've gambled in a lot of casinos and only deposited 25 or 50 euros. Over the years, I've probably gambled in 200 online casinos and never made a big win and then I've won something. And then that really hurts, sorry for my nerves, but it's rubbish. 🤧✌️
Automatic translation:
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2 weeks ago
Dear Stefan,
The user has been blocked in accordance with our Terms and Conditions, specifically:
- Clause 9.1.2: Only one account is allowed per person. No winnings may be collected on accounts opened in false names or on multiple accounts opened by the same person.
- Clause 7.1: All offers are limited to one per user, IP address, computer device, family, residential address, telephone number, credit or debit card and/or e-payment account, e-mail address, and shared environments.
The system detected a violation, and the user is no longer allowed to use our services.
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2 weeks ago
Dear SpinCity,
Thank you for your response and the information provided.
Could you provide us with the evidence of multiple accounts? You can send it to my email address stefan.m@casino.guru.
I'll be awaiting your reply.
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2 weeks ago
Dear Stefan,
We have sent you an email to describe the reasons for blocking the user's account and we would be grateful if you could check it.
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2 weeks ago
Dear SpinCity Casino,
I have received your email and have responded to it.
I'll be awaiting your reply.
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2 weeks ago
Translation
Hello to// Spin.city // Stefan guru.//
I follow what's happening here every day via the open post.
I would also like to add something. In my defense. 🙂( dear Spin.city Team.so Now can you please explain to me
They say (on accounts that were opened under a false name? I was verified and everything was fine..) or on which (the same person) has opened multiple accounts? I am only registered under my name and male, yes, with my initials, my data and I have not been cloned, so that gives me a lot to do as a single person..so then to your (IP ADDRESS). You can't see it at all, because the IP address changes every day, so I'm asking you, yes. I would be grateful if we could somehow come to an agreement without me having to initiate further disputes, the winnings are simply mine... the end of it. I was able to pay in for years, that's possible. That's allowed, right?! But as soon as you've won something, that's the end of it. You throw it out like a piece of garbage that needs to be disposed of or something. Not like that.
Mfg the truth is there.
Automatic translation:
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1 week ago
Dear Stefan,
we thank you for waiting for a response from us. We have sent you an e-mail and you can check the information in it.
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1 week ago
Dear SpinCity Casino,
I have responded to your email address and will be waiting for additional evidence.
I'll be awaiting for your reply.
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1 week ago
Dear Stefan,
Thank you for your prompt response. We have sent an additional email, please check it.
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1 week ago
Hello Baddy86,
I have obtained information from the casino concerning the existence of multiple accounts. Unfortunately, it would be challenging to demonstrate that you maintain only one account. Regrettably, there is nothing further we can do on our end, and we must proceed with rejecting this complaint.
I wish I could assist you more. Please don’t hesitate to reach out if you encounter any issues with this or any other casinos.
Kind regards,
Stefan, Casino.Guru
