The player from Sweden had his account blocked without further explanation. After a closer examination, we ended up rejecting this complaint as the player has previously closed their accounts within the casino group due to game addiction and should not open another account. The casino has returned the player their initial deposit and blacklisted the player in all other casinos within the same casino group which we consider as the right approach.
SpinsBro Casino - Player’s account has been blocked.
Amount: 3,000 kr
SpinsBro Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 year ago
Translation
Opened an account on spinsbro.com a few months ago (Altacore NV) without any problems and deposited 30 euros on which I managed to win 3000:- After submitting my documents, suddenly it said: "User is blacklisted" next time i would log in.
They simply chose not to pay out the winnings, even though I opened an account the same day? Winning is apparently forbidden!! However, I received the 30 euros I invested in return, a small consolation.
Beware of Altacore NV they do whatever they want🙈
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1 year ago
Dear Poolhero,
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. Could you please advise if you were asked to undergo the account verification? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?
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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1 year ago
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Hi Petronela!
it was a type of automatic verification where documents were approved when they were correct. Then it was ticked green, etc. I took care of it myself, if you understand. In the end, everything was correct and the message "your account is now verified" could be read.
Slots only!
Never play with bonus!
Unfortunately, they chose not to respond at all, so there is no communication.
Thanks!
Greetings
Stephen
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1 year ago
Thank you very much, Poolhero, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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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1 year ago
Hello Poolhero,
I'm Michal and I have taken over your complaint. I have reviewed your case and want to double-check, did you receive any explanation from the casino why you were blacklisted? As long as there is no financial obligation from the casino towards the player then the casino can blacklist/block a certain player at their own discretion and it is quite usual that the player is blacklisted in all casinos under the same group. I will contact the casino to shed more light on this.
We would like to invite SpinsBro Casino to join the conversation.
Dear SpinsBro Casino,
Can you please provide some information on why the player was blacklisted? Was the player informed that they are not accepted in all casinos within your group?
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1 year ago
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Hello!
I had previously closed some Altacore NV casino due to gaming problems. Then they also won't let me open an account at a new casino they open the gates for?
To write several hours later, when I won and submitted documents, that I am blacklisted and not pay out the winnings! Nor did I get any response from the support, like on "smokace"
If I am banned, I will be told when I try to open an account. That's how it works everywhere at other casinos!!
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1 year ago
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They obviously have a financial obligation as I neither received a profit (spinsbro) nor my deposits back (Smokace). This is because I managed to open an account on both without being told that I am banned until much later! Scandal!!
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1 year ago
Hello Poolhero and CasinoGuru team!
I want to ask you to send here your player login or email you used while registering in our casino.
Best regards,
SpinsBro Casino Team
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1 year ago
Thank you for the response and explanation SpinsBro Casino Team.
Dear Poolhero,
Although we would like to see every casino not allow players to open new accounts when they have previously closed their accounts due to gambling problems, this is not an industry standard for Curacao-licensed casinos yet. The casinos usually engage in a verification check prior to a withdrawal, so it is only then that they check all relevant information and find out about any restrictions for a certain player. SpinsBro Casino Team has proactively "blacklisted" you in their group, which we consider a good approach to somehow restricting your gambling problems. You should not have opened your account in a different casino because of your previous gambling problems, and if you were not sure that you were welcome to open an account, you should have contacted the casino's support team prior to opening your account and depositing your money. The casino has done the right thing by returning your initial deposit. Sadly, after gathering all the information and considering the facts, we are forced to agree with the SpinsBro Casino Team's approach and decision. I'm afraid there is not much that can be done here, but if I can help you with something else, feel free to let me know.
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1 year ago
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That I would have opened a second account is a pure lie!
then ask them to report WHAT this other account would have for email/username!!!
If you give up after this lie, it's very bad!!!!!!
Also, what does Smokeace say about my deposits then? If it exists like with spinsbro, should I have my na deposits back???
Big lie by a rogue casino!!
Been playing since -08 don't you think I know it's forbidden to have two accounts??
Sharpening!!
//Stefan
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1 year ago
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You haven't asked yourself the question: If I now used double accounts (which never happened) and they write that they blocked me. How can I then open an account on Smokace several months later and be able to play money away? Everything falls on its own unreasonableness!!
You don't have to be a rocket scientist to understand that someone is telling the truth?
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1 year ago
Hello Stefan!
Smokace casino is not under our management on any questions regarding this brand you should contact them directly.
Best regards
SpinsBro Casino Team
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1 year ago
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I asked YOU what I used for username/login (on my made-up second account) with you on spinsbro!!?????
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1 year ago
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Ask them?? They, like you, have not responded to one (1) single email I sent you at all!!
Why would smokace all of a sudden answer now?? Have sent them 10 emails and entered the chat where they only refer to "support@smokace" who never replies??
serious places!!
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1 year ago
This is what it looks like when I ask the agents in the chat now for three weeks!!!!! They dont answer, just beg me to send a Mail to support@smokace.com who didnt answer either!!!!!!!
I played 2.100 SEK there and THEN they closed my account. Is that fair??????
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1 year ago
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Is this done fairly? To answer like this and let me lose SEK 2,100 and then immediately close the account?
just want feedback from you at Spinsbro?
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1 year ago
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In addition, I really hope that you Michal will help me with the case regarding smokace that concerns the pictures just above this post.
Edited
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1 year ago
Dear Poolhero,
I understand your frustration, but as I mentioned previously it is not an industry standard for Curacao-licensed casinos to blacklist/block right away a certain player in all the casinos within the same group without a KYC check yet. The KYC is by default engaged only after the player submits a withdrawal request, and when during the KYC check it is established that you have previously closed your account because of game addiction the casino can void your winnings, they have to return the initial deposit, (which they have done) and apply a blacklist/block. It should be in your own interest and your own protection not to open casino accounts or if you feel you can control your game addiction, to check with the casino support first if you can freely play in that particular casino before opening an account and depositing your money. The multiple accounts were mentioned in regards to that you had an account at CosmicSlots and SpinsBro Casino which are in the same group, and the account in CosmicSlots was closed because of the game addiction, thus you should not open another account.
Again, I can agree with you, that ideally, the casino should have not allowed you to open an account, but sadly this is not yet the industry standard for Curacao-licensed casinos.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry, we were not able to help you with this one.
As SpinsBro Casino Team mentioned Smokace casino is NOT under their management and you have already submitted a separate complaint on Smokace casino, so I kindly ask you to post relevant information to that complaint thread as this complaint will now be closed.
I am sorry we could not be of more help on this occasion.
Best regards,
Michal
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