Spinit Casino - Player’s account has been blocked.

talletin kyseiselle casinolle 6 kertaa, seitsemännellä kerralla un taletin se heitti minut pois eikä enää päästänyt ja sanoi että minulla on oma ehtoisesti asetettu esto.

ei varmaankaan ole vastuullista toimintaa ensin antaa tallettaa ja sitten ei enää lasketa sisään.

tahtoisin ahani sieltä pois mutta he eivät edes vastaa minulle

Dear Riitta,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that your account has been blocked after your seventh deposit without a possibility to withdraw your funds.

Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received confirmation regarding successful account verification? Could you please advise how long ago you have registered your account and if you’ve accumulated your winnings with or without an active bonus? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, i play videopoker, jack and better.

i dont have any bonus and i cant remember when i register there first time, but now when i register agen( i didint know i have all ready accound) i deposit 6 time, and when i try deposit 7 time, they left me out and there read i was close my accound becose i have gamebroplem

Eli ei ole bonuksia! Joskus olen rekisteröitynyt mutta en muistanut sitä!

nyt kun rekisteröidyin tallensin 6 kertaa ja sitten jouduin ulos

Thank you, Riitta, for your reply. Do I understand correctly that you have been blocked due to an alleged gambling problem?

Itse olen sen joskus varmaankin sen syyn vuoksi sulkenut, mutta nyt ei ole ongelmaa, mutta jos minun tiedoillani olen eston sinne laittanut, eston olisi pitänyt toimia eikä laskea minua sisään henkilötunnuksillani ja tiedoillani!

Ja en olisi voinut pystyä tallettamaan, tahdon rahani pois!

I'm truly sorry but I still don't understand. Have you requested the account closure in the past? Thank you.

Riitta,

Have you asked in the past to have your casino account closed?

Kyllä olen koska siellä on omasta tahdosta asetettu esto, mutta en muista milloin.

tieto tuli vasta kun yritin tallettaa seitsemännen kerran.

tili meni kiinni ja siinä luki että minulla on itse oma tahtoinen esto

Have you requested the self-exclusion in the past due to a gambling problem?

Kyllä

Could you please clarify what you have meant by "now when i registered i saved 6 times and then i had to get out"? Thank you very much.

Nyt kun rekisteröidyin, kerkesin tallettaa 6 kertaa, sitten minun tili suljettiin.

Do you mean that you have played/rolled/wagered your deposited amount 6 times, or you have placed 6 different deposits?

No! I mean, i deposit 6 times, and then they close my accound!

no bonus, my money =250€

Thank you very much, Riitta, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello Riitta!

From now on, I will try my best to help you with your issue. I would like to invite representatives of Spinit Casino into this complain in order to help us reaching a resolution.

Mitä nyt? Eivät vastaa

We would like to ask Spinit 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, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Ei ole vastuullista toimintaa tälläinen!!!

tämä on suorastaan rahojen varastamista!!

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both parties to reach to a satisfactory resolution.

Additional comments by the casino:

"Our department have looked into the player’s account and have confirmed the funds need to be refunded back to the player. Since the player is self-excluded with our company she is not able to login and request a withdrawal. Due to this we are required to send the funds over by bank transfer. 

In order for us to send these over we require a copy of the player’s bank statement which we have requested today from the player by email."

Hello Riitta!

Please let us know when all the necessities are done.

Sain tänään 250€ tililleni.

he maksoivat rahani pois niinkuin kuuluukin, asiaan meni vaan puolitoista kuukautta.

olin sähköpostilla yhteydesdä spinit casinoon

Dear Riitta,

I am delighted to see the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.