Spinz.com Casino - Self-excluded player demands a refund after negligent account management.

Apparently i had self excluded myself from spinz.com casino brand permamently long time ago. In 2023 i were able to create new account to Spinz.com and were able to deposit 950€ (5/5/2023) to play and lost 458.57€ euros of that. Spinz.com didnt do anything about it and my new account stayed open until today 22/2/2024. Casinos under MGA have required to close nee accounts made by self excluded player in 24 hours and its consider reasonable time and they are not responsible for damage. well Spinz.com sent me email that i have still 60€ in balance. Well i went to the site and my "new" account was still open which means its been open almost a year without them doing nothing that self excluded player opened new account and were able to deposit 950€ in 5/5/2023. Well today 22/2/2024 i went to that site vecause of their email and they asked me to verify myself. I verified myself with id and electricity bill and they sent me the 60€ deposit back and closed my account few hours after that. And they also sent me email they have closed my account because i have self excluded myself earlier and somehow were able to make nee account. Well then if thats the case like they said too, by the terms and conditions i am justified to get refund of all my lost deposits worth of 950€/458.57€ i were able to make with that account after self excluding myself from their casino long time ago. Their terms say they can if they want to take 30€ fee on the return of the deposits which i am fine. But i want my deposits back because the casino themself reminded me of this account and they are under MGA license which requires them to do so. Will send some photos

email they sent and i sent photo too says:

Hi Lassi, We will contact you from Spinz customer service! I hope this email reaches you. When reviewing your account, we may find that your previous accounts have been suspended because you have admitted to gambling problems. You were able to create a new one using a different email address, but due to our commitment to responsible gaming, we have now closed this account as well, with no possibility of re-opening. We apologize that you may not want to hear this, but we have a duty of care to our customers and we want to make sure that your gaming does not have a negative impact on you or your finances. There are helplines available for information and advice on how to manage your gambling, and blocking tools that may help you block access to gambling sites and take a break from gambling.

Dear Freshyy,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Spinz Casino.

Could you please specify when exactly you self-excluded from Spinz Casino for the first time? Could you kindly forward me the email with your self-exclusion request as well as the reply from the casino? My email address is veronika.l@casino.guru.

Could you kindly confirm that you used the same personal information (name, surname, address) in both of your accounts? Do I understand correctly that your second account has been verified just yesterday?

Have you communicated with the casino about the request to return all the deposits to you?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, yes i closed my account on Wildz casino first time 9.8.2022 which also closed my accounts in wheelz and spinz casinos which are all same brand casinos and on the message they sent me 9.8.2022 they said all their brand casinos account have been closed for me without possibility to open new account to any of their casinos. And yes I was able to make new account to spinz with same name but address was different because i lived in different place but still same country.

Thank you very much, Freshyy, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Freshyy,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Spinz.com Casino,

Could you possibly provide additional information regarding the player's self-exclusion status and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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.

Hello Freshyy,

Thank you for reaching out,

Upon reviewing your accounts, we've found that only the name and date of birth match between the accounts. Consequently, you were able to create a new account as insufficient details matched with the closed accounts.

We take responsible gambling very seriously. However, in this instance, since you used new account details (excluding name and date of birth), we were unable to prevent you from creating a new account.

We would also like to draw your attention to the terms and conditions you agreed to upon creating your account.

5. Your Member Account

5.18 - In case the reason behind the closure of the Account is related to concerns about possible gambling addiction the player shall indicate it. A player who closes an Account for gambling addiction reasons shall not open or try to open a new Spinz Account. Spinz shall not be liable for any direct or indirect consequential damages, should an individual succeed in opening a new Account. We reserve the right to close an Account opened in breach of this rule at any point in time.

If you have any further questions, please feel free to let us know, and we'll be happy to assist.

Best regards,

Spinz

Yes name and age should be enough to prevent making new account especially when address is under same country. And according to casino licenses under Malta Gaming Authority, 24 hours or 1 day is classified as reliable speed of casino closing account who was closed it before because of gambling problem and the. Would not be responsible to refund deposits. But on your end it took almost 1 year to close this account. So as you are operating under mga, all my deposits must be refunded because it took so long to close my account and same name and age should be enough to prevent this happening and same country address but different street and number because lived in different city back then.

Dear Spinz Casino,

Did the player deliberately try to bypass your security measures or was using different information when creating the account all he did? If that's the case, shouldn't your security system immediately flag an account that has the same name and date of birth as a player that is self-excluded? Such information like address can change during a longer period of time.

Hello Freshyy,

Thank you for your reply.

Upon further investigation, we have found that you did not use the same date of birth as your old account. During the KYC process, our payment team received your ID, and the date of birth was manually changed to the correct one. At that time, the account was blocked because it was linked to your old account.

We apologize for any miscommunication in our initial response. However, since only your name matched, it was not sufficient for our system to block your account upon creation and your account was closed as soon it was linked to your old account.

As mentioned before we refer you to our terms and conditions.

5. Your Member Account

5.18 - In case the reason behind the closure of the Account is related to concerns about possible gambling addiction the player shall indicate it. A player who closes an Account for gambling addiction reasons shall not open or try to open a new Spinz Account. Spinz shall not be liable for any direct or indirect consequential damages, should an individual succeed in opening a new Account. We reserve the right to close an Account opened in breach of this rule at any point in time.

If you have any further questions, please feel free to let us know, and we'll be happy to assist.

Best regards,

Spinz

Dear Spinz Casino,

Thank you for clarifying the issue to us.

Dear Freshyy,

You have used fake information to create another account at the casino, and your name was the only thing that matched, and that indeed was not sufficient for the casino security system to block such an account. The casino had proceeded rightfully in this case and as soon as they found out the connection between the two accounts, they blocked the second account. You are not entitled to a refund since you deliberately bypassed the casino's security system by providing fake information.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.