The player from Montenegro had deposited 2000 euros and after 10-15 minutes of gameplay, his account got blocked. Over a week had passed without any useful information about this situation. The casino had informed the player that an investigation into his gaming activities was underway. Despite multiple inquiries from the player and the complaints team, the casino couldn't provide a specific timeframe for the conclusion of the investigation. After two weeks, the complaints team had received information that the player had failed verification at one of the casino's sister sites. The player was unable to provide evidence that he had submitted documents for verification or lodged a complaint with the regulator, which led to the rejection of his complaint.
SpinSpace Casino - Player's account is blocked shortly after deposit.
Amount: €2,000
SpinSpace Casino
Safety Index:HighOther
REJECTED
Case summary
hello, i made 2000 euro deposit to this casino.
I started to play and about after 10-15 minutes my account was blocked.
Passed more then week, no any information about this situation.
Please help me to return my deposit.
Dear aleks86,
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 clarify when exactly you created your account? Have you made any successful deposits before?
Did you activate any bonuses on top of your deposit?
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,
Kristina
i registred 15.01. can not understand what you mean with question "Have you made any successful deposits before?". I wrote that i made only one deposit. I registred and made one deposit 1820 euro( i checked now in skrill history), then my account was blocked after 10-15 minutes.
Thank you for your reply, aleks86. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
today they updated information:
Dear Aleksandr!
Thank you for reaching SpinSpace Support!
We hasten to inform you that the investigation into your gaming activities is still ongoing. Unfortunately, as of yet, we have not received any updates from the game providers.
Kindly continue to await our email. We will contact you as soon as we receive any new information.
Thank you for your understanding during this process.
Feel free to contact us via live chat or by replying to this email!
Thank you very much, aleks86, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.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, aleks86!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
Dear Aleksandrs,
As mentioned in our previous email, please note that the investigation into your gaming activities is still in progress.
We completely empathize with your feelings and understand that it could be unpleasant to wait sometimes, therefore we highly appreciate your patience! Please note that while you anticipate an update, we are in a similar position, waiting for the outcome of the investigation into your gaming activities and pushing the vendor accordingly.
Kindly note that as soon as we receive any information from the gaming provider, we will immediately contact you by email.
Thank you for your understanding during this process!
Dear CasinoGuru,
Let us inform you, that the gaming activity of the Player detected suspicious pattern which is being currently checked with Gaming Provider.
Once we receive any new information, we will ensure to provide a prompt update.
Thank you for your cooperation.
King regards,
SpinSpace Team
You check my 5 minutes game history more then TWO WEEKS?
SAFETY INDEX:HIGH is too High for You.
Dear Aleksandrs,
We are really sorry for making you feel this way as we are constantly striving to provide the best service possible.
It is important to note that the in-depth checks on your gaming activities are still ongoing, and we await updates from providers.
As soon as we receive any new information, we will make sure to provide a timely update.
Your patience is much appreciated!
Kind regards,
SpinSpace Team
SpinSpace Team is there any specific reason fort such long check? You ca provide an explanation to my e-mail: pavel.k@casino.guru and will stay confidential.
Dear aleks86 and CasinoGuru,
Please note that the in-depth review of gaming activities is currently underway. As of yet, unfortunately, no updates have been received from the gaming providers.
Let us inform you that updates will be provided as soon as new information is received.
Thanks for being patient and understanding!
Kind regards,
SpinSpace Team
absolute fake and only fantasies about some providers check or casino can show some evidence?
aleks86, can you, please, state, what games have you played while you had access to your account?
Hi
I do not remember what game i played at this casino, i do not hold it in mind...
But i found name of slot in browser history, the slots name is Dragons Gold 100
Dear aleks86,
We are pleased to inform you that SpinSpace is an official online casino licensed and regulated by the Curacao gambling laws and we always aim to make your experience with us a pleasant one.
Additionally, the detailed information regarding the in-depth check remains confidential and we are still waiting for updates from the gaming providers.
Please note that we will notify you via email as soon as the bets-checking process is complete.
Thank you for your understanding during this process!
Kind regards,
SpinSpace Team
SpinSpace Team, is there any approximate timeframe in which we can expect checks to be finished?
i do not asked about some details, i asked only of some proof that this "verication" not only your fantasy.
passed 45 days. but "provider verification" still coming 😀
Dear CasinoGuru,
Please be aware that since it is a full and in-depth check, it may take longer than expected.
Unfortunately, we can't tell you the exact date, but we are constantly monitoring updates on this process and will provide a prompt update.
Dear aleks86,
We understand how you feel, however, please note that we are pushing the vendor accordingly to speed up the whole process. As soon as the information is available, we will contact you immediately.
Thank you for your patience!
Kind regards,
Spinspace Team
We have decided to give it two more weeks, as we understand that such checks may be extended for a reason. After two weeks we will ask the casino about the status of the check.
Hello aleks86,
We have received information that you have not passed the verification in one one of Spinspace's sister casinos. Also, in other complaints on our website you have been advised to submit documents for the verification or lodge a complaint with the regulator, but failed to prove that you have done any of that. Therefore, it seems like I cannot be of any more help here. Unfortunately, now I must reject your complaint.
