Spinz.com Casino - The player's account got blocked.

I signed up to the casino I know I don't have any other accounts there's no reason why after depositing that I should have gotten my winnings and I feel like I'm being messed over every chance they get they won't communicate with me and they definitely have closed my account they said it's my account is blocked

Dear Fedup81,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Spinz Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.

Best regards,

Nick

I've signed up they accepted my deposit and a few of them and now I go into my account and try to access it after sending my info for verification and they said to wait for my withdrawal and when I went to sign in next time I couldn't said account blocked and when I asked why no one could tell me said the casino would get on touch and they still never have and there is no good reason for this account being blocked I don't have any other accounts for sure I know I don't and when I ask them not one person can tell me why my account is blocked and they said nothing when I ask about the withdraw

Dear Fedup81,

Could you please advise when exactly did they close your account? Did they reply anything to you since then?

No they haven't replied and they have not even accepted my chat I've emailed them I've everything I'm not even sure when they close my account I went back to check on my withdrawal my account was closed when I try to contact them they don't contact me back and there's no communication with them whatsoever I don't understand what's going on but I know it's wrong whatever it is because they can't say I have another account because I know 110% I don't so when it comes to that part of it I don't understand it at any party way shape or form why my account should be closed or why I didn't get my withdrawal so that doesn't make any sense to me so there's no absolutely no reason for this to be happening I'm not even sure when they closed it all I know is I want to go check on my withdrawal about probably like a week later to see check in on my account and see what was going on and it was closed

Thank you  Fedup81 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Fedup81,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Spinz Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Spinz Casino Team,

Could you please provide us with an explanation of the player's issue? What steps should the player take to get her account unblocked? What is the estimated time frame for processing the pending withdrawal? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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 Fedup81,

Unfortunately, the casino has not contacted me at all. However, I noticed the casino accepts only players from the UK, and it operates under the UKGC license. I also tried to access the casino using a VPN and Canadian IP, but access was denied. Before I close the complaint, allow me please a few questions to clarify the situation.

Can you please click HERE and confirm that it is the right casino where you played? If yes, can you access the casino's website? Is that correct that you reside in Canada, as you stated in your profile on casino.guru, and that you played in the casino from Canada?

https://www.spinz.com/ca/

This is the link for the spinz casino

Hello is anyone there to answer me??

Hello, Fedup81,

Alright, I understand. The complaint was submitted with an incorrect casino. I updated the complaint in our system, and I will try to contact the right casino.

Dear Spinz.com Casino Team,

Allow me please repeat my questions above.

Could you please provide us with an explanation of the player's issue? What steps should the player take to get her account unblocked? What is the estimated time frame for processing the pending withdrawal? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Thank you very much sorry for the misunderstanding but tyvm for taking time to properly correct this it's much appreciated the help sorry for the misunderstanding once again will patiently await their response thank you very much once again for your time and effort.

No problem at all. However, let's wait for the casino's reply.

Hi all,

I am sorry to hear about your bad experience with our sites but I can see you have created multiple accounts and for this reason we have closed your accounts.

Creating multiple accounts is against our terms and conditions. Please see our terms and conditions:

5.2 - You may only hold one Account with us at any single point in time. We reserve the right to close any multiple Accounts opened in the same name or in any way referable to the same person.

You can read more about our terms and conditions by pressing here.

However once we have verified your account on Spinz we can send you the balance from your account. We have now checked and verified your account, but we are still missing one document. We have sent you request for this document via email.

After we have verified your account you will get your account balance back but all of your accounts will remain closed due to your breach of our terms and conditions.

I hope this has helped and I wish you all a nice day!

Sincerely,

Sebastian

Customer Representative

Spinz

Greetings all,

I am sorry for the delayed reply (sick) and thank you for your explanation, Sebastian.

Dear Fedup81,

Can you please confirm you received the mentioned email? Are you able to provide the casino with the missing documents to complete your verification? If yes, could you provide us with an update on your issue? Is there any progress?

Dear Fedup81,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Sebastian and Spinz.com Casino for providing information and cooperation.

Best regards,

Branislav, Casino.Guru