The player from Germany had had winnings and an active game on SpinsBro Casino when her account was unexpectedly closed while it had approximately €4000 in it. The casino had cited a violation of terms and conditions as the reason for the closure, which the player had disputed. She had reported a problem with missing free spins prior to the closure. After a series of communications, the casino admitted their mistake and agreed to refund the remaining balance of around €3000. The payment had been successfully made and the player had confirmed receipt. The complaint was then marked as 'resolved' by the Complaints Team.
SpinsBro Casino - Player’s account closed at SpinsBro Casino despite active game and winnings.
Amount: €2,667
SpinsBro Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
Hello,
Here's my problem:
I have been playing on spinsbro off and on for quite some time now.
I recently won a substantial amount of money for the first time and successfully verified my account.
I requested my first three withdrawals a few days ago.
I continued to play with the remaining funds in my account, focusing on Slots and Live Casino.
Yesterday, I decided to try a small bonus hunt. I played down from the leftover 2800€
to 2300€ and was able to secure free spins on four PlayNGo games. My plan was to open all the games and play the free spins.
Unfortunately, there was a problem: the previous gaming session that was supposed to kick off the free spins was missing. Meaning, the free spins and the betting money were gone.
Understanding that technical errors can happen, I contacted their support asking for a check so that the game session I was in would be restored.
Email support promptly responded by temporarily deactivating my account to check into the issue.
I requested that they inform me once the issue was resolved.
About an hour ago, I asked for a brief update. What came next was the shocker and the reason I am lodging this complaint:
__________________________
Dear player!
Your account was closed by decision of the administration without the right to recovery for violations of our casino rules.
According to our Terms and Conditions:
13.4.1. Fraudulent practice includes:
- fraudulent activities related to charge-backs and rake-back;
- the usage of a stolen, cloned or otherwise unauthorized credit or debit card, as a resource of funds;
- the Account Holder`s collusion with other users for getting an unfair advantage (including through bonus schemes or similar incentives offered by us);
- trying to use false or misleading information in registration of account;
- any illegal in any applicable jurisdiction act, which you have done or tried to do. Fraudulent practice also includes unfaith acts or those, which were made in order to defraud us and to circumvent any contractual or legal restrictions (whether such act actually causes us any damage/harm or not).
13.5. In case a bonus has been claimed, it is forbidden to practice the "Bonus Hunt" (open all the free spins accumulated on the different games at the same time) after the balance has fallen below €0.50 (or equivalent in other currencies )
Best regards
Support Team SpinsBro Casino
_____________________________
I am certain I did not violate any of these terms; I didn't even have an active bonus. All the money I played with was real cash!
I merely wanted to report the problem and get my lost free spins back.
Now, they have simply closed my gaming account with around 4000€ in it, citing some terms and conditions that do not apply to me whatsoever.
I ask for your help. I have already informed my lawyer, but I hope we can find a solution together.
Best regards
Automatic translation:
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3 months ago
Hello MaKo96,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SpinsBro Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you ever claim any bonuses in the casino? When was the last time you spoke to the casino and what was it about? Did they ever specify what exactly did you breach?
Looking forward to your answer.
Regards,
Nick
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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3 months ago
Translation
I successfully verified myself about a week ago after I planned to have a portion paid out.
I claimed a bonus a few times. I am familiar with the rules for an active bonus.
However, at the time of my problem I had not claimed an active bonus!
I last spoke to the casino email support yesterday, and after the answer I copied from the casino, there was no further answer. They didn't specify anything, just these bullet points; they probably don't know what I violated!
Best regards
Automatic translation:
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3 months ago
Hello MaKo96,
Would it be possible to forward the whole conversation with the casino regarding this issue to nikolas.b@casino.guru?
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3 months ago
Translation
Of course I will!
Before the block, I had initiated a withdrawal of €800 (that's the monthly maximum). I received this money 2-3 days ago. Everything is very strange, live support says my account remains blocked and refers me to email support, and they haven't answered me since it was opened.
I will forward the correspondence to the email you specified!
Thank you very much & kind regards!
Automatic translation:
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3 months ago
Dear MaKo96,
As you said that the withdrawal was processed, do I understand it correctly that you had no remaining balance on your account when it got blocked?
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3 months ago
Translation
Yes, I still have a remaining balance of around €3000.
Automatic translation:
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3 months ago
Thank you MaKo96 for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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3 months ago
Hello MaKo96,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite SpinsBro Casino to join the conversation and participate in the resolution of this complaint.
Dear SpinsBro Casino,
Can you please comment on the player's issue? What is the reason for blocking the player's account and withholding their winnings?
Thank you.
Kind regards,
Tomas
Casino.Guru
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3 months ago
Hello MaKo96 and Casino Guru Team!
After a deep investigation, we decided that the mistake was made on our side. In this clause, missing money will be transferred to the player.
From our notes, the total correction from the player account was 3497.47 EUR and the refund was 830 EUR, so 3497,47 - 830 = 2667,47 EUR will be transferred to you.
Unfortunately, we can't reopen your account so please confirm that we can transfer all this money to the same payment details as the refund was made.
If needed I can post IBAN that was used over here for confirmation. Of course, only after your approval cause this data is very sensitive.
Best regards,
SpinsBro Casino Team
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3 months ago
Hello MaKo96,
I hope this is good news! Can you please confirm your payment details with the casino so they can proceed with the transaction?
Thank you both for your cooperation.
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3 months ago
Translation
Hello!
Yes Perfect! I didn't expect that! Thanks!
Should I write my complete IBAN here? Surely this is publicly visible to everyone?
If this is enough to confirm *891, these are the last 3 digits of my IBAN, which is also where the first payout was made!
Thank you!
Automatic translation:
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3 months ago
Dear SpinsBro Casino,
It appears that the player has confirmed the payment details. Are they satisfactory for you to proceed with the payment?
Thank you.
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3 months ago
Hello MaKo96 and Casino Guru Team!
Yes, these 3 digits are enough for us to confirm.
We will start the withdrawal process immediately.
Best regards,
SpinsBro Casino Team
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3 months ago
Translation
I already have the payment in my account! Many thanks to both sides!
Have a nice weekend!
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2 months ago
Dear MaKo96,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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