SpinJo Casino - Player's account has been closed without explanation.

Scam website.

I shouldnt have as Iv decided to try and stop gambling, but I deposited another $600 today in the online casino Spin Jo.

I did not play or apply a bonus.

This time after winning, I finally decided today was the day Id actually withdraw the win. Iv been excluding myself from more reputable casinos for some time and only recently joined Spin Jo from roughly 6 weeks ago. Ill look through my bank statements to confirm, but id estimate depositing over 6k with this casino since then.

Todays deposit was via Apple Pay.

Previous deposits on other days include Apple Pay, Bank Transfers & Visa/Master Card.

I never take my wins, but as I have just started to admit to myself that I have a serious gambling problem and need to stop, after this win today I set a lose limit of $500 at the balance of $4914. This is a first for me to use such a gamble responsibly feature at an online casino, and I was proud of taking this step.

It felt really good having some control and walking away with a win. I had a plan for the very small amount over the grand scheme of things to get ahead with some bills.

Typical me lost the $500 I knew I would, The balance of $4414 was remaining. I then started the verification process to withdraw my wins. I uploaded my passport, then clicked the verify my mobile number. Suddenly the webpage refreshed and I was logged out. I attempted to log back in but realised my account had been disabled.

I kept my cool and reached out to an agent via support chat. I was sure this was a mistake. However my heart sank when the agent was very short with me and aggressively told me

"Your account was closed by the administration's decision. Unfortunately, the decision is final, and your account cannot be reopened."

I have since spent several hours across two seperate support chats to resolve the matter and its very clear that this is a scam website. It surprises me as it looks very professional and layout is the same as other reputable casinos Iv closed accounts with prior to this.

The agents will not provide me with an explanation why the account has been closed. Will not answer simple questions that they otherwise would and have continued to tell me they have sent me and email confirming and addressing my questions and enquiries. I have not received this email. However successfully received emails from them just fine today prior to this situation.

As Iv mentioned, Im quite familiar with online casinos. Some key give aways to this being a scam is the way the agent is interacting with me. Short, aggressive, poor spelling, no customer service skills or empathy.

Its odd how this front line support agent is extremely certain that my account is closed and will never be re opened (support agents usually dont know this back of house stuff). Serious escalations are usually dealt with via a VIP manager. It’s unlikely the support agent themself would be emailing me with an explanation and other questions that I have asked.

Iv given up in the chat after hours of asking then to resend the email while refreshing my inbox and taking the steps they are asking such as clearing my cache. They are clearly trying to pull the wool over my eyes.

I have sent them an email which I will provide as an attachment but after this experience, Im confident I will not receive a reply or provided with any opportunity to resolve the matter. Its clear Iv been scammed and with my compiling and clear evidence of everything I have mentioned will be looking to escalate this as far as possible.

I can provide screenshots of my chats today. However I doubt Ill receive the deposit history and transcripts I have requested for today.

Please help me and thank you in advance.

Dear newboy666,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinJo Casino.

Thanks for your 2 last emails.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly your withdrawable balance was at or around 4400 AUD as indicated by the disputed amount?
• Has the casino accused you of breaching any casino rules since your account was closed?
• Have you submitted any documents for verification so far?

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

Best regards,

Tomas

Hi Tomas,

Thanks for your reply.

I can confirm to 100 per cent certainty that the balance was $4415.28

The casino has not advised of an explanation what so ever. They have not accused me of breaching any rules.

Receiving the same copy/paste reply as mentioned in my above comment but also have said they are under no obligation provide me with a reason.

They have provided me documents via my data request, after receiving a delayed email to start the process. This includes game history, deposit history and player account info. I have forward these attachments through to you earlier.

I have only just gained some traction via support chat, they have confirmed that they will refund the remaining balance.

I have sent them all the requested documents via email and can forward this to you if needed.

Thank you for your support and will keep you closely updated.

Thanks mate.

Thank you very much, newboy666, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello newboy666,

I'm Michal, and I have taken over your complaint. I have reviewed your case and although I understand that closing your account without any particular reason might not be the most user-friendly approach, however, almost all casinos have a rule like the 9.2 rule the livechat operator mentioned to you. Once all financial obligations are fulfilled, the casino can permanently close any player's account at their own discretion. I will contact the casino to shed more light on this matter.

We would like to invite SpinJo Casino to join the conversation.

Dear SpinJo Casino,

We acknowledge your rule 9.2. Could you kindly share additional details on the timeline and process for disbursing the player's balance?

Payment received.

Thank you for everything Tomas and Michal.

The casino is not a scam as I originally thought. Once email communications began, the issue was resolved quickly. Thank you SpinJo casino.

However, some basic level of customer support is a huge opportunity for your business.

It would have saved all of us all some time.

I must have spent 8 hours or more in total attempting to communicate with someone that was intelligent enough not to use a vague copy/paste template to my questions.

Still no understanding to why the account was closed, but this is no matter to me. Just happy to receive what is mine.

Dear newboy666,

I sincerely apologize for my delayed response; I somehow missed the notification concerning your reply in the complaint thread. Nevertheless, I am pleased to hear that the matter has been resolved and that you have successfully received the payment.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru (trustpilot.com). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru