SpinCity Casino - The player's account got blocked.

Hello! My account was blocked after a big win of 547,800 rubles. SpinCity Casino blocked my account immediately. The reason for the block is 8.21 although I did not violate anything. I made deposits and withdrawals without any problems, but as soon as I won a big win, I was immediately blocked. Why didn't this happen when I lost before? I beg you to deal with this casino. Are they not punished?

Hello nikpanfil,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SpinCity Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they closer specify which term did you breach?

Looking forward to your answer.

Regards,

Nick

My casino account has been verified for over a year and I have successfully made deposits and withdrawals. The conversation with technical support was short and they wrote "The casino administration has made a final decision to stop providing you with the services of our project and we will not be able to respond to your requests." I had a promotion in my account. 100% on deposit. I deposited 1000 rubles and received 1000. There were 2000 rubles on the balance sheet. Raised to 78,000 rubles. Then I caught a bonus game in the Tigers Glory slot for 400 rubles and won 547,800 rubles. They wrote that I violated the clause

8.21 The Company reserves the right to void any bonuses and/or winnings resulting from a breach of the Bonus Terms of Use or any other fraud. What did I break? The casinos themselves offered me this promotion.

Can you please access your betting history and forward it to nikolas.b@casino.guru?

This is not possible due to the fact that my account was blocked while trying to withdraw funds.

Can you ask the casino to forward it to you or they are not responding at all?

They write that I can no longer play on their site. They don't want to provide anything either.

Can you please forward any communication you have so far with the casino to nikolas.b@casino.guru?

Sent

Thank you nikpanfil for all the information. I will now forward your complaint to my colleague Matej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello nikpanfil,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Please explain to us what happened and why was nikpanfil's account blocked.

We would like to ask the 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’.

Hello nikpanfil.

It looks like the casino is non-responsive.

The best would be to fill the complaint directly to the casino licensing authority (Curacao)

Please fill out this form.

https://verification.curacao-egaming.com/validateview.aspx?domain=spin.city

Please let me know when you send your complaint to the regulator.

Dear nikpanfil.

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.