The player from Germany had her withdrawal suspended due to a third-party deposit. The complaint was ultimately closed as 'unresolved' because the casino failed to reply. The casino clarified that refunds for third-party deposits were not processed automatically and advised the player to request a chargeback from her bank, which was no longer an option due to the bank's closure. As the third-party deposit is a serious breach of the casino's T&Cs and is unacceptable across the industry, the complaint was eventually rejected.
Spinia Casino - Player’s withdrawal was cancelled.
Amount: €100
Spinia Casino
Safety Index:Above averageSafety Index
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7.3
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Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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3 years ago
Translation
Hello I (Giannoula registered with spinia) My account..we played together my husband (ANTONIOs) and I ... He made the payments from his account (online banking) ,,, as long as we lost the SPINIA not interested that the money comes from another name ... gladly took that as long as you lose ...
Now on Friday we tried again and played 370 euros in small steps A 3X100 euros and 70 euros again transferred from my husband's account to spinia ... Almost at the end of a lucky streak, we won back a little bit of the money was lost ...
And now suddenly this amount of 600Euro is not paid out because the deposit comes from a different name (the deposits were also gladly taken from the other name, so my husband ..... that's not right, too, or? Ask for help
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3 years ago
Dear Giannoula,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.spinia.com/terms-and-conditions:
„Spinia Casino does not accept third party payments. You must make deposits only from a bank account, bank cards VISA/MasterCard, payment systems Skrill/NETELLER or other payment methods that is registered in your own name. If we determine during the security checks that you have violated this condition then your winnings will be confiscated and original deposit returned to the owner of the payment account; Spinia Casino is also not responsible for any lost funds deposited from third party accounts."
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing funds from a joint card. Would you be able to prove that you are a legitimate owner of the payment method? Does your husband have an account in the same casino too? Do I understand correctly that the casino account is registered in your name?
Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Hello, thank you very much for the quick reply ... so I understand correctly the deposits from my husband will be refunded ??? which went to Spinia? For the whole period or only from this Friday? Thank you for the quick reply.
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3 years ago
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no my husband does not have an account with Spinia would be happy to open one (we are players) if Spinia shows us goodwill with the refund
yes the Spinia account was mine
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3 years ago
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Hello dear petronela ... I answered you did you get it ??
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3 years ago
Thank you very much, Gianna, for your reply. Unfortunately, all the lost deposits are gone now, the only deposit that your husband would be entitled to, is the last one, which generated the profit.
"If we determine during the security checks that you have violated this condition then your winnings will be confiscated and original deposit returned to the owner of the payment account; Spinia Casino is also not responsible for any lost funds deposited from third party accounts."
If your husband wishes to open an account in this casino I would strongly recommend communicating the possibility with Customer Support first. Please keep me informed.
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3 years ago
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Hello Petronela ... This deposit has not yet arrived either (Monday 14.06.)
My husband would only be willing to open an account with Spinia if the casino shows goodwill and approves a refund to his player account in an appropriate amount only then ... can you clarify that, please thank you for your effort .. Have a very nice day. ...
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3 years ago
Dear Gianna,
Please understand that this is not up to me to decide if your husband after depositing into your account would be entitled to open his own casino account. If he wishes to open an account in this casino I would strongly recommend communicating the possibility with Customer Support first.
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3 years ago
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OK thank you
now waiting for the refund from the last deposit ...
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3 years ago
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I like to do ...
just one more question ..
when should the amount be refunded?
to which my husband is entitled ..
so the last deposit.
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3 years ago
The last deposit, from which winnings have been accumulated, should be refunded. Have you received any estimated timeframe from the casino, or instructions if any paperwork is needed in order to process the refund? Have you contacted the casino?
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3 years ago
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Hello no they have deleted my account .. have no contact with them?
Isn't that possible automatically?
(the refund)?
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3 years ago
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Many thanks for your help
I came to a club that only rips people off ..
Please also inform other people that you are staying away from this casino.
I give up annoying it costs me too much Thanks to you again you are great
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3 years ago
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The news came today after I made contact (spinia)
in order to reclaim the last payment of the profit generated, an express "this refund is not available either (reasons known)
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3 years ago
Could you please forward the relevant communication to petronela.k@casino.guru? Thank you very much in advance.
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3 years ago
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Hello Petronela just sent you the e-mail from spinia ... You can also see my cover letter ...
Did you get them??
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3 years ago
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Giannoula K ***
Thu, 06/17/21 1:51 pm
I hereby request the reimbursement of the last deposit to your
casino ... the one who made the profit so the 100Euro please
Contact me to initiate further information. The team of the Casino Guru has
It also confirms that this is due to me with kind regards Karaveli
Giannoula ***
**************
Dear Petronela, I sent that to spinia did you see that in the e-mail ??
Then came this answer which I also sent you by email
What else should I write????
Edited by a Casino Guru admin
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3 years ago
Yes, I've seen it.
I believe the refund should be sent to the card from which the deposit has been sent, not to your card. Could you please confirm that your husband hasn't received any refund? Looking forward to hearing from you.
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3 years ago
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I don't have an account. Dear petronela. The payments came from my husband ... (can't see the spinia ??? Definitely or ... ??? So you should transfer this money back to him ... With kind regards, I wrote in both names (E-mail ) to these scammers Real WHAT is your problem (SPINIA)
My husband has not received any money so far (i.e. the last deposit) that made the profit (100 euros) has not been refunded to his account until today
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3 years ago
Thank you very much, Gianna, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Dear Gianna,
I looked at your case and email and understand the situation. I will contact the casino and see if I can help. I would like to invite Spinia Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
We would like to ask Spinia 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
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Nice that you still have hope that Spinia will contact you ..
I don't believe in it ..
and hopefully a lot of people will leave their money with these criminals ..
and I'm very happy that they get a negative rating ..
Can't the state do anything to put an end to such casinos?
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3 years ago
Hi Giana,
It can be quite hard to keep an eye on the activities of casinos with an international license. I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
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1 month ago
We’ve reopened this complaint at the request of Spinia Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Giana,
We received a message from the casino stating the following:
"At the time of this case, refunds for third-party deposits were not processed automatically by the casino. Instead, players were advised to contact their bank to request a refund or chargeback of the funds"
Did your husband request a chargeback of his funds?
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1 month ago
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Hello, thank you very much for reopening the case
no we don't because the information was missing from your side (spinia)
This bank no longer exists in our town...
we were forced to change banks
so it must be about their goodwill to give
give another solution
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1 month ago
Dear Peter and Gianna,
Thank you for taking the time to reconsider the complaint. We would like to inform you that all the necessary evidence has been sent to Peter for a detailed review of the situation. We are eagerly awaiting your response, and if any further information is required, we are here and ready to provide everything needed.
Best regards,
Spinia Team
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1 month ago
Hi all,
Thank you for your replies.
Dear Gianna,
We reviewed the whole situation again and here's our position: Even though we've always tried to help the players, our policies have evolved over time with our growing experience. Third-party payments are unacceptable across the whole industry and mostly cause a lot of issues. You should always register in your name and always make deposits from your own account. Third-party payments are forbidden due to credit card misuse and also because of international anti-money laundering regulations. Regarding the refund, if your husband didn't request a chargeback back then and your bank closed in the meantime, I'm afraid there's nothing we can do to help you. Unfortunately, we have no other option but to reject your complaint. I wish I could be of more help.
Best regards,
Peter
