SpinsUp Casino - Player's account closed after withdrawal request.

Sent verification documents. VIP emailed to say I was verified, however account page showed red exclamation mark against verification status. VIP said finance would request further documentation when required if a withdrawal was made. Made a withdrawal for $3000. Sat there past there 0-24hr processing time as per their own terms and conditions. Asked them to close my account, offered me $50 cashback instead to keep playing, againt their own Responsible Gaming Terms. Advised them they were operating illegally in Australia and asked them to close my account and refund my deposits. They disabled my account and stopped responding to emails.

Hello Brockster77,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SpinsUp Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Why did you request to close your account? Why did you register there if it is not licensed in your country?

Please note that the player is responsible for reading the terms and conditions and you can't just come up with an excuse once it does not fit your requirement. If you withdrawal was requested, it should be still processed by the casino if they have your payment information.

Looking forward to your answer.

Regards,

Nick

Wasn't aware the casino was unlicensed in Australia, as payments processed in Australian dollars without international transaction fees. Have had confirmation from my financial institution that the merchant in question has used fraudulent codes on their payment merchant to avoid identifying as a casino in Australia. Had an email from their VIP agent on 19th July after I queried verification status, saying my account was fully verified. Took a screenshot to show him i still had the red exclamation mark next to verification. He said don't worry about it, their finance department will request further verification details when icnake a withdrawal if needed. I requested to close my account when I found out they were not licenced in Australia, nor through CEG, and after my withdrawal wasn't processed within their 0- 24hr as per their terms and conditions. They also breached their own Responsible Gaming Terms by offering me cashback to continue playing when i asked them to close the account.

Hello Brockster77,

Since when exactly is the withdrawal pending? We always recommend 14 days for any withdrawal to be processed no matter what the casino promises.

As stated above, it is not an excuse to find out something about the casino later as the player is responsible for reading the terms and conditions of the casino before registering.

Also the casino can offer any bonus if the player requests to close his account. The only situation they can't if the player is requesting self-exclusion or has gambling issues/addiction.

The player is responsible for reading the terms and conditions? That is correct. Their terms and conditions clearly state, withdrawals are processed within 0-24 hours. Not sit there pending for DAYS. You've got a real attitude aye. Clearly you support DODGY CASINOS.

They breached their own terms and conditions, I asked for a refund, and you mob pretend you're here to help. LOL. What's your kickback from the casino for trying to stand up for them being dodgy?

Hello Brockster77,

It is our recommendation no matter what the casino states. It is not entirely up to the casino when a player receives a withdrawal. Even if they process it, it still take time until their payment provider makes the payment and take time again for the money to arrive to the player's account.

You can read any complaint on our website you want but there is not a single case in which we do not recommend to wait the given time if it's about delayed payment.

We can assist you once it would take longer to process the payment than 14 days. Please let me know if it would.

Regards,

Nick

Yes. It takes time from once the withdrawal is PROCESSED, until it reaches your account. But again, you're not listening. The withdrawal WASNT EVEN PROCESSED within their 0-24hours TERMS AND CONDITIONS! It sat there for DAYS, PENDING AND ABLE TO BE CANCELLED, like all the DODGY DAMA NV CASINOS DO. You know exactly what I'm saying, but YOU SUPPORT DODGY CASINOS WITH ALL YOUR EXCUSES. Your not an expert. Your a paid supporter by the RIPOFF CASINOS OPERATING ILLEGALLY AND ARE ZERO HELP.

Hello Brockster77,

Can you simply answer to my question that since when is the payment pending? We recommend 14 days for any withdrawal to any player in any casino no matter what the casino promises. It is our recommendation which you can either accept or we can close the complaint.

Regards,

Nick

And there you have it people. Don't trust a single casino that is reviewed by CASINO GURU. They're paid by the casinos to give positive reviews and do NOTHING to assist you expect beat around the bush until you give up. My complaint is theyre operating illegally in Australia, refused to refund my deposits and cut off contact when I requested them to refund me for breaching their own terms and conditions. You breach their terms and conditions and they don't pay do they? Exactly. But Casino Guru doesn't really wanna help and turns the complaint into something it's not. It's all there to read for yourselves until they delete it to cover their own @rses! Casino Guru is PATHETIC!

Dear Brockster77,

As you refused to answer to my questions multiple times, we have no other choice only to close the complaint. If you wish to reopen the complaint please contact me on nikolas.b@casno.guru (with the answer to the questions asked).

Best regards,

Nick