HomeComplaintsSpinGenie Casino - Player breached self-exclusion and seeks a refund.

SpinGenie Casino - Player breached self-exclusion and seeks a refund.

Amount: Can$3,332

SpinGenie Casino
Safety Index:High
Submitted: 18 Jan 2024 | Case closed : 24 Jan 2024
Case closed Our verdict

Other

REJECTED

Case summary

10 months ago

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.

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10 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.

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10 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

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10 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)

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10 months ago

please.close my case

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10 months ago

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help. 

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