SpinsBro Casino - Player's account unexpectedly closed after withdrawal request.

I opened a new account today at Spinsbro casino, submitted all my documents for verification (they have automatic verification under profile where you can upload your documents) and that was verified. Made a deposit of 20€ and won some money, at first I made a withdrawal of 176€ but then i cancelled it and my final withdrawal was 150€ (unfortunately I only have a screenshot of the first 176€ that i withdrew), then for no reason they locked me out of my account, when i contacted chat and asked them why was i blocked I got an answer "This is an administration decision as we can see. No details, unfortunately." So basically they took my money and blocke my account and I feel like im being scammed. Can you please help me fix this problem?

Dear Belle222,

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

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

• How did you learn about your account being blocked? Did the casino specify any rules being broken?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? 
• Did the casino refund your deposit after they closed your account?

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, i was playing and then in the middle of a game (slot game) a red error message came to upper corner saying "user disabled" and I was locked out, I then tried to log back in but couldnt and the message said user is locked out. Then I contacted chat and they just told me that yes we have blocked your account but I cannot give you reason, finally they gave me support e-mail adress and I was told to contact them. From there I got an answer saying "Your account was closed for violating the rules of our casino, without the right to open!

Please also read the rules of our casino in the Terms and conditions section, you are blacklisted by our casinos and no longer have the right to play with us" I kept on pushing them for a reason and finally they told me "A duplicate account was detected by our security system using the profile and password". I dont have another account on their website and I told them that and even suggested to them that if they have a problem with me they should at least give me back my deposit money 20€ and after that I never got a response nor did they transfer me my deposit money back. To sum up: I didnt use any bonuses, won playing slots, account was first verified and they didnt give me back my deposit of 20€.

Thank you very much, Belle222, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Belle222 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SpinsBro Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello Bella22 and Casino Guru Team!

Your account was disabled due to our T&C our security department found another account closed with a Gambling Addiction problem with the same password and address.

Best regards,

SpinsBro Casino Team.

I have already said that I have never had an account with them before. I did have another person previously living with me, but this was not me. Like i’ve said before I would like to at least get my deposit amount of 20€ back. Also, their another casino Cosmicslot (same management) is still sending me messages everyday to come and play with them which I think is very shady and misleading.

Hello Bella22 and Casino Guru Team!

We would like to remind you that our T&C was violated but we would like to make our client satisfied every time so in this case we can make concessions and send 20 euro moneyback. Our finance department is already working on it so you will get it as soon as possible.

Best regards,

SpinsBro Casino Team.

Small update: please send your Skrill account details over this email kyc@spinsbro.com .

When it is done please let us know.

Skrill details are now sent

Dear Belle222, Thank you very much for the update. We will keep this complaint open until you confirm you received your money back. Please keep me informed about any further developments.

Hi, letting you know that I got my 20€ deposit back and we can close this complaint. Thank you for your help Casino guru!

Dear Belle222,

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,

Peter