The player from Canada had reported a deposit issue with SpinGenie Casino, despite having self-excluded from its sister site, PlayOjo Casino. She had lost CA$3332.33 over the previous 180 days and had sought a refund. The player confirmed that she had self-excluded from PlayOjo in August 2023 and was in the process of self-excluding from SpinGenie. She had completed the KYC process on both sites using the same personal details. However, the player had requested to close the case before a resolution could be found. Consequently, we had rejected the complaint as per her request.
SpinGenie Casino - Player breached self-exclusion and seeks a refund.
Amount: Can$3,332
SpinGenie Casino
Safety Index:HighSafety Index
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8.4
SpinGenie Casino has a Safety Index of 8.4, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
11 months ago
Public
Public
11 months ago
I am self-excluded on the sister site of this casino playojo.ca.
As per Ontario law, I should have never been able to deposit in to this site.
over the past 180 days, I have net losses of 3,332.33.
I am seeking to have these losses refunded to me as per provincial regulations. The casino's support line is non-responsive.
Public
Public
11 months ago
Dear beckiebabyy,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with SpinGenie Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify when you requested to be self-excluded in PlayOjo Casino? How did you request self-exclusion? Was it through your player profile or did you contact customer support per email?
Have you requested to be self-excluded in SpinGenie Casino as well?
Could you please confirm that you passed KYC verification in both casinos? Have you used the same personal data for registering in both casinos?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
11 months ago
Hi there.
I self excluded in August 2023. I used the self exclusion portal on the playojo site. I am in the process of self excluding from spingenie, an account I made approx 180 days ago; I wasn't sure if I should do that before finding resolution.
KYC completed on both sites; same email and same payment method used as well (Interac E transfer)
