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
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
Public
Public
9 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
9 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
9 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)
