SpinYoo Casino - Player’s account closed, winnings confiscated.

Good morning, a week ago I won an amount of 198,000 at Spinyoo Casino. They asked me for verification, my ID was fine to verify the address, but they asked for a water or electricity bill which I explained was under my husband's name. I sent them more than 7 documents that had my name and address on them (invoices, tickets, government letters, etc.). It was up to the casino to read and see that it was indeed me and my address, but they never accepted any of it. What causes me the most indignation today is that they closed my account, accusing me of attempting to misuse the casino as if I were a criminal, without any further explanation. They confiscated my money, and there is nothing more to do about it.

I know this may not help much, but just be careful and do not play at that casino.

Dear eugenia19762913,

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. 

• Do I understand correctly that your documents weren't approved before the casino blocked your account?
• Did you accumulate your winnings with or without an active bonus?
• Did the casino provide any explanation regarding the blocked 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,

Kristina

My earnings were one with a bonus and others without a bonus, first I earned 98,000 and then 100 thousand. I explained to them more than 10 times that I did not have water and electricity bills in my name but I did have purchase invoices, medical order receipts and my government file until I sent a residence paper where it clearly said my address and name and all with current dates and I asked them to please verify those papers, which were many and all legal for my address but one day I only received a response that my account was closed because I I was trying to take advantage of the casino, how was I going to do that, I was just trying to verify my address.

Thank you very much for your reply, eugenia19762913. 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.

Dear eugenia19762913,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Papers sent to the indicated email, thank you

Thank you very much, eugenia19762913, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 eugenia19762913,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter matter.

We would like to invite SpinYoo Casino to join the conversation.

Dear SpinYoo Casino,

I acknowledge that it is a requirement for players to submit documentation verifying their address as part of the KYC process, which is standard in the industry. However, the player has indicated that the typical utility bill is registered in their husband's name. The player has attempted to furnish alternative documents for your review. Could you please elucidate why these documents were deemed inadequate? Additionally, what other forms of documentation could the player present to successfully complete the KYC process?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Eugenia19762913,

I’ve contacted the casino representative and expect to receive more information about your case next week. I’ll reset the timer for an additional four days, and hopefully, we’ll be able to assist in resolving your complaint with the casino team.

Thank you

Dear eugenia19762913,

Please note that remote casinos adopt several approaches and methods to verifying the identity of their customers. In line with regulatory requirements and clause 5 of our terms https://www.spinyoo.com/en/terms; we have the right to carry out additional verification checks at any time. This is to satisfy our license obligations, routine security checks and to safeguard the integrity of your account.

Given the nature of the dispute raised, we have escalated the matter to our Complaints Team, who will be in direct contact with you in this respect. For information pertaining to our Complaints and Disputes Procedure, please see clause 21 of our terms and conditions.

@Casino Guru – We will be unable to discuss this matter further on this platform. Following the outcome of the internal dispute; if the customer remains dissatisfied with the resolve, the customer is welcome to reach out to the ADR as outlined in clause 21 of our terms and conditions.

I understand that there are clauses and regulations, but if I am sending invoices, a residence permit issued by the neighborhood board, and also a government card where all 3 state my address, in this case, I had to have a little more empathy and judgment, because the way they eliminate you from the casino is almost as if you were a criminal and wanted to scam you, when the amount of money is minimal, and without explanation and no option to defend yourself.

Dear eugenia19762913,

We note that the Complaints Team has responded to you in relation to your dispute. Should you remain dissatisfied, you have the option to escalate the matter externally via our ADR provider as noted in the response by the Complaints Team, as well as on our website. At that point both parties would be able to submit evidence for adjudication; the ruling of which will be final.

We appreciate your understanding in this respect.

Regards

The answer was in English, a language that I do not understand or speak. I lost my way. Please, through my email it was in Spanish and up to now I have not been given the answer in Spanish, so I cannot know what they were telling me, so I am still waiting for the answer in Spanish, please, thank you.

Dear eugenia19762913,

Although I understand that English is not your first language, however, there are a lot of options available where you can translate a text that you don't fully understand like Google Translate or Deepl translator.

I have received some information from the casino team; however, I still lack a comprehensive understanding of the situation. Unfortunately, due to their privacy policy and GDPR regulations, the casino team is unable to share the essential details we need. While this is not an ideal circumstance, we must accept it. I recommend reaching out to eCOGRA, as they act as the official Alternative Dispute Resolution (ADR) for SpinYoo Casino. Please inform me once you have submitted your complaint to them, and keep me updated on your progress and their response at michal.k@casino.guru. This will help me monitor your case and categorize it appropriately once eCOGRA provides its decision.

Dear eugenia19762913,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good morning, I appreciate your intervention, but continuing with lawyers and such things is very cumbersome and I don't have the spirit or time to do it. In the end, they are always right and make excuses. I prefer to leave it like that. Thank you very much for your intervention.

Dear eugenia19762913,

Just so you know, the eCOGRA serves as the official Alternative Dispute Resolution (ADR) for SpinYoo Casino, and their services are provided at no cost. It may be beneficial to consider this option, although I completely understand your reluctance to invest further time in a situation with an uncertain outcome. As per the player's request, we are now closing this complaint.

We are sorry we could not be of any more help. Please feel free to contact us again when you encounter any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru