Home Complaints Spinfinity Casino - Player’s withdrawal has been sent via the wrong payment method.

Spinfinity Casino - Player’s withdrawal has been sent via the wrong payment method.

Amount: $1,527.5

Spinfinity Casino
Very good reputation
Submitted: 23 Dec 2020 | Case closed : 18 Jan 2021
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

1 year ago

The player from the US is trying to withdraw his winnings, but his bank isn’t able to process such transactions.

Public
1 year ago

irishman870707 

***@hotmail.com

04-15-1987

-----------------------------------------------------


Transaction ID 875377


PLEASE STOP WITH THE WIRE TRANSFER TO MY PNC SMART ACCESS BANK ACCOUNT---- AS I WAS ADVISED TO CONTACT THEM, THEY INFORMED ME THAT THIS TYPE OF ACCOUNT I HAVE DOES NOT ACCEPT BANK WIRES..... SO PLEASE REVERSE THE BANK WIRE TRANSFER AND PLACE THE $1,527.50 BACK TO MY SPINFINITY ACCOUNT OR PLACE IT AS BITCOIN PAYOUT... PLEASEEEEEEE 


I received an email from Spinfinity on ----12/21/2020 4:05 AM ETS----

 stating Your payout request of $ 1,527.50 for Account ID irishman870707 has been successfully processed. The funds will clear the account in next few days. In order to track the transaction with our cashier please provide Transaction ID 875377.

Edited by a Casino Guru admin
Public
1 year ago

Dear irishman87,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please provide more details about what is going on? Do I understand correctly that after you requested the withdrawal via bank transfer, your bank informed you they cannot process such a transaction?

Have you informed the casino directly about this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru, or post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Edited by a Casino Guru admin
Public
1 year ago

I sent a bank wire to my PNC Account. I spoke to my bank to see if they can possibly locate the bank wire from y’all and she informed me that my PNC Account can not receive Bank Wires, and in fact they haven’t and will not receive any wires due to this type of PNC account. I have been worried I don’t want to lose this winnings so I have been in contact with Casino Hosts at Spinfinity, and am being informed that it’s in the Cashier Managers hands as she will Cancel the Bank Wire transaction and will get this $1,527.50 back in my Spinfinity Account then I can send it Another way there after it’s back in my account... Every day I have been in communication with a host and they refuse to help with this issue they all give me attitude and are rude and lie after lieutenant seems. I just want my bank wire reversed which is I guess sitting in midair somewhere cause my bank can’t and won’t accept wire transfers. can you please make sure this matter is taken care of? I appreciate your time and consideration!!


Public
1 year ago

Please what is the staus of this complaint? They still Spinfinity that is has not been able to get back to me ( they just give me excuse after excuse...


BBB is going to be getting a call i guess

Public
1 year ago

Thank you very much irishman87 for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Public
1 year ago

Thank you I hope he can straighten this out for me

Public
1 year ago

Hello irishman87.


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

Public
1 year ago

Hi irishman87, I hope you are well and Happy New Year.


I just wanted to let you know that this is all in hand and our support staff have done everything that they could do to help you. The time of year hasn't helped us with the delay in finding your wire, but don't worry we're on it and will have it sorted for you as soon as we can.


A few things I need to reference for you though that have been mentioned above...


When you made your withdrawal request, you initiate this and provide the payment information, we've sent to this but since found that your account won't accept a wire payment.


Until we find the money we've sent, we won't be able to send another payment out. But, don't worry we're tracing this with the bank. Once it is returned we'll credit your player account and then you can request your withdrawal to an alternate payment method.


I also wanted to address the part about our CS team being rude. This does not sound like our team and I'd like to find out more information on this, who you spoke to and and when. All chats are recorded but it will help narrow down and see what was said and in what manner, sometimes chats can be misinterpreted.


Please be patient though, this is the first day back in the office for many, including the banks, so hopefully things will move a little quicker for you now.

Public
1 year ago

Hello there,


Dear Spinfinity Casino team.

Thank you for your cooperation. I am extending the timer by 7 days. Please, let us know if there is any new information.

Public
1 year ago

Hello again irishman87, I've been informed that we have your tracking information for the wire that was sent to the details that you provided. This wire has not been returned at this stage. Our cashier guys will send this to you today, you'll have to present this to your bank so they can trace the funds. I am unsure if they'll then credit your account or send it back to us. That is their decision.


Please look out for your email from our cashier with full instructions what to do and we'll await to hear back from you via reply to that email.


Many thanks for your patience.

Private
1 year ago
Sensitive information

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Public
1 year ago

The tracking information is provided when the funds haven't yet been returned.


That said, I'll pass this back to cashier and see if there is anything further that we can do other than wait for the funds.


Please also don't forget that this has passed through Xmas and New Year which caused more delays than usual.


Stand by while I check with cashier further.

Private
1 year ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
1 year ago

This is in the hands of our cashier and bank now. As soon as the funds are confirmed as returned, it'll be credited to your player account and you can request cashout from a method that you're able receive the funds by.


We're doing everything we can to trace this transaction and we're at the mercy of the banks. In no way is this any kind of delay tactic, considering we've sent the funds to where you asked us to send them to. I've done as much as I can do and you'll be contacted when the funds have been returned to us.

Private
1 year ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
1 year ago

As this is now in the hands of your attorney, there is no further comment I can make here. I'll leave it for them to discuss directly with the casino. You may still contact our 24/7 support team directly or via your attorney, whichever is more suitable for you.

Public
1 year ago

I haven’t contacted my attorney yet I’ve been thinking about it cause I’m not getting anywhere’s yet soooo it’s not been brought to any attorneys hands yet. So I still can talk here thank you pls say you have a update

Private
1 year ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
1 year ago

Dear Spinfinity Casinot team.


Thank you for your part and cooperation in this case. Please, could you explain the situation?

Public
1 year ago

Hi Jozef, for clarity and multiple player accounts aside, the player has had their account closed and deposits refunded back to the original credit cards. It came to light in the withdrawal process that the player used someone else's credit card to make deposits on. This goes against the terms of the casino as found here.


With multiple threats of legal action here and to the customer support team and a threat to report Spinfinity to Florida’s Attorney General (Ashley Moody), the Better Business Bureau and eConsumer.gov and further litigation after that, the casino felt there was no future cooperation with this player.


As it stands, the casino has refunded all deposits made and we're still outstanding the withdrawal that was made at the players request to the details the player provided.


Due to the festive break, there has been a substantial delay on finding these funds by the banks involved which the player thought was a delay tactic not to pay. However, it is also company policy that we will not resend payment until the missing funds are located and returned. This being said, due to the refund of all deposits on the account the casino will not reissue the cashout when/if the funds are returned and considers this case closed.


These original withdrawal funds are still missing as I write this update.


Should the player wish to discuss further, please contact the customer support team directly. No further update will be posted here as there is no more we can help with publicly.

Public
1 year ago

I provided the proper documentation when I first used my partner of 14 years debit card. which has my name on the bank account as well so it’s my bank account too. I provided all those documentations prior to approved withdraw status. it was just his card that I used I have not received any refunds whatsoever. I did not threaten whatsoever in regards to district attorneys I had mentioned that it might be in my best interest to see what they have to say in regards to the such delayed response of getting my withdrawal of the winnings I got approved for from Spinfinity. And because I had mentioned that I might seek advice from a district attorney to see if they could help speed up the process my account gets closed and I get penalized in regards to not being able to get my winnings which I follow the rules and you guys approved everything that I submitted documentation wise. And because of a statement this is the outcome I would like this matter please straightened out I don’t feel it’s right that I get penalized saying I have been very very patient waiting for my withdrawal to get refunded so I could do a proper redraw I apologize I did not know that my bank could not receive bank wires at the time I did the transaction with drawl so shame on me but we all made a point that we were going to get this squared away but now we’re reneging please please please in your heart allow me to receive my winnings!

Public
1 year ago

Dear irishman87.


We have finished with an evaluation of all the information. Unfortunately, we believe you are not entitled to receive the winnings. Since you have used not your own card (what is huge T&Cs breach in every casino) we consider the behaviour of the casino as justified and completely common in the industry.


Please be aware that even multiple account accusation is also a serious problem in most of the casinos. Therefore, I highly recommend you to refrain from such behaviour.


I will now mark the complaint as 'rejected'.


If you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. I can help you with it although I do not recommend it. Let me know if you have any questions or require further assistance. 


Best regards, Jozef

Casino.Guru


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