The player from French Guiana had deposited 80 Euros in the casino, played, and won, but thereafter, his account was blocked citing a gambling addiction. Although he was told it was an error, his account remained blocked despite several attempts to reach out to the casino. The casino claimed the player had two accounts with different personal information and thus, closed the second account and refunded the deposits. However, the player denied receiving the refund. We had attempted to mediate the situation by asking for transaction details and extending the complaint resolution time, but then player stopped responding. We believe he got the refund, but without confirmation. We had to reject the complaint.
SpinsBro Casino - Player's account blocked after a deposit and winnings.
Amount: €80
SpinsBro Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Translation
Hello,
After receiving an email advertisement from the casino, I made a deposit last week using my existing user account. I began to play at the casino, stopped to sleep, and planned to continue the next day – only to be greeted with a notification that my account had been blocked due to gambling addiction. I didn't request this block. I got in touch with the casino to report the problem. The first live chat representative I spoke to told me it was simply an error and suggested I send an email to explain the situation – which I did on Saturday. On Sunday, I received a reply. Here's the original text from that email:
Dear Kevin,
Your account has been opened, and our casino has been experiencing some technical difficulties, but the casino is now back up and running. We apologize for the technical inconvenience.
In light of this, I attempted to log in again, but was unsuccessful. Several attempts to resolve the issue via the chat were ineffective, with each representative giving a different response. Now, I've been left waiting since Saturday with no word from the casino.
Even if I had been blocked from a partner casino due to gambling addiction, it was the casino’s responsibility to promptly block my existing profile as well. Instead, they allowed me to deposit money, make winnings, and only then decided to block my account, citing addiction as the reason. I demand that the casino refund my deposit as well as the winnings accruing in my account.
The amount in question here is merely 80 Euros.
Best regards,
Support team
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11 months ago
Dear Kevbo1337,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you ever requested your account to be closed or suggested a gambling problem when communicating with SpinsBro Casino?
- Could you please advise if you have self-excluded yourself from any other casino in the past?
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
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11 months ago
Translation
Hello,
I myself have never ordered a ban from this casino due to gambling addiction. I have often blocked myself from various casinos because of gambling addiction
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11 months ago
Hello Kevbo1337,
I hope there have been updates since our last discussion. If the casino asserted last week that the issue was merely technical and your account was reinstated, were you able to successfully withdraw your winnings?
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11 months ago
Translation
Hello,
the casino doesn't respond to my emails, I sent several emails to different departments, no success! The live chat tells me every time that I should wait, it turns out to be more difficult than expected and then they refer me back to the emails where no one answers, I ask them to turn on the casino
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11 months ago
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I just tried to contact the live chat again, I seem to have been blocked from the live chat, I no longer have a live chat symbol, I just told the gentleman there what the problem was, and suddenly the chat was ended and I can't more open a window, the casino works here in a fraudulent manner.
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11 months ago
Thank you very much, Kevbo1337, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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11 months ago
Dear Kevbo1337,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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11 months ago
Hello Casino Guru Team & Kevbo1337!
Regarding your case, we see that Kevbo1337 used different personal information in our two brands. For this reason, the system was unable to link your two accounts, one of which was previously closed. When our security department found this out your second account was immediately closed and all your deposits were refunded.
Date of refund: 2023-12-12 11:15:21
Best regards,
SpinsBro Casino Team
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11 months ago
Translation
It would be interesting to see where they transferred the 80 euros because they certainly didn't transfer it to my bank account
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11 months ago
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You let me play, you let me win and you just wanted to give me my deposit back?
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11 months ago
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I need the information from the transfer in order to be able to assign the whole thing, I have several transfers in the last 14 days
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11 months ago
Dear SpinsBro Casino team,
first of all thank you very much for your cooperation in this case. Please, could you provide more details about the payment, so the player can identify it?
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10 months ago
We would like to ask the 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 may negatively affect its rating.
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10 months ago
Hello Casino Guru Team and Kevbo1337!
Your transaction was successful 2023-12-27 09:34:48
Best regards,
SpinsBro Casino Team
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10 months ago
Translation
Josef, you can give me an email and I will send you screenshots of my bank account. No money was credited from the casino on that day, nor the days after December 27th, 2023.
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10 months ago
Dear Kevbo1337,
you can forward it to my email address, jozef.k@casino.guru.
Have you tried contacting the casino support directly? These situations often arise, and usually, they can be easily resolved through communication with the support team.
