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It happened like this:

I made my weekly recharge payment and unfortunately I won, I say unfortunately. Because when I withdrew all my balance, even losing the bonus money, they took 169 usd, which included past money and the money I deposited for the bonus. Alleging IP things, which is false.

Now that I wanted to withdraw 200 usd, they ate 425 usd of my balance that I still had as available and they returned 199 saying things of discretion and I only wanted to withdraw 200 of the 625 that I had. Now I want to withdraw 199, now they will say that it is the fault of the aliens. Now I can neither access nor make bets. I access but the page is black, I tell them that I am a single mother with two children that it is my money for the month and they receive that. Please help me, I am desperate. I do not have my money for the following month.

Sucedió así:

Hice mi abono de recarga semanal y lamentablemente gane digo lamentable. Porque al retirar todo mi saldo, aun perdiendo el dinero del bono me comieron 169 usd, que incluía dinero pasado y el dinero que deposite para el bono. Alegando cosas de IP cosa q es falso.

Ahora que quise retirar 200 usd, ellos se comieron 425 us de mi saldo que aun tenia como disponible y reintegraron 199 diciendo cosas de discrecionalidad y solo quise retirar 200 de oos 625 que tenia . Ahora quiero retirarlos 199 ,ahora que dirán que es culpa de los extraterrestres. Ahora ya ni puedo acceder ni puedo hacer apuestas. Accedo pero la página esta en negro, les digo que soy madre soltera conn dos hijos que es mi dinero del mes y a ellos les llega eso. Su ayuda por favor, estoy desesperada. No tentó mi dinero para el.siguiente mes



Dear esmeraldacontable94,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinbookie Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Have you completed account verification?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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,

Tomas

I send my answers:

. Just two and a half months ago, they blocked me yesterday when I told them to give me my money back. Since unfortunately I can't withdraw it, they don't allow it for anything, they look for the unreasonable thing.

My account has been verified for a long time, below I attach my verified photo.

. Sports betting only.

.No, since I did not use any bonus, from the first subtraction of my money they did not want to give me the bonus because I did not enter the bonus period, it was out of date, then I wanted to withdraw my balance of the real money that I had plus my winnings which was approximately 367 usd, when the martyrdom was there they stole 169 usd from me, claiming false Ips, I got very upset because they always say that their decision is final giving only their rules and no proof of your mistake, and then the balance that I had left of the 367 usd, annoying I bet it all at random wanting to lose, but unfortunately I won again, from there I bet and did not make any deposits or use of bonuses, 4 days ago I wanted to believe in them and of the 600 usd that I won approximately I wanted to withdraw only 200 and what they did was bounce those 200 returning to my account and eating my 425 that I had available in the account. I begged and begged before that to please tell me if I was making any mistake so that what happened the first time wouldn't happen again, and all they said was, first request your withdrawal and then the department will decide if you have any mistake, but I told them, you take the money before saying anything, and they said, that's our rule, we can't tell you more, is that theft or not?

And now they tell me this about my 199 USD.

They say they are offended because I am upset and reacted badly to them stealing $754 from me, and that their decision is final.

So who helps me so that these thieves can rob me in such a shameless way?

• My verification is attached
• There goes your response saying that my money is lost
• It happened when I asked for their complaints book and they refused to give it to me, claiming that it is not necessary and that everything in my account is OK.

Envío mis respuestas:

. Apenas dos meses y medio, me bloquearon ayer que les dije que me devuelvan mi dinero. Ya que lamentablemente no puedo retirarlo, no permiten por nada buscan la sin razón.

.Mi cuenta se encuentra verificada hace tiempo, abajo adjunto mi foto que se encuentra verificada.

. Solo apuestas deportivas.

.No, ya que no usé ningún bono, desde la primera sustracción de mi dinero no me quisieron dar el bono porque no entré al plazo del bono, fue fuera de fecha, entonces quise retirar mi saldo del dinero real que tenia más mis ganancias que era de 367 usd aproximadamente, cuando ahí fue el martirio me sustrajeron 169 usd, alegando Ips falsos, me molesté mucho pq siempre dicen que su decisión{on es definitiva dando solo sus reglas y ninguna prueba de tu error, y entonces el saldito que me quedaba de los 367 usd, molesta los aposté todo al azar queriendo perder, pero lamentablemente volví a ganar, desde ahí aposte y no hice ni depósitos ni usos de bonos, hace 4 días quise creer en ellos y de los 600 usd que gane aproximadamente quise retirar solo 200 y lo que ellos hicieron fue rebotar esos 200 devolviendo a mi cuenta y comiéndose mis 425 que tenia como disponible en la cuenta. Yo rogaba y rogaba antes de eso que por favor me dijeran si incumplía algún error para que no sucediera lo de la primera vez y ellos solo decían primero solicita tu retiro y luego ya el departamento decidirá si tienes algún error, pero yo le decía ustedes quitan el dinero antes de decir algo, y ellos dicen esa es nuestra regla no podemos decirte m´´as, eso es robo o no?

Y ahora me dicen esto de mis 199 usd.

Que dicen que están ofendidos pq estoy molesta y reaccione mal que me roben 754 usd, que su decisión es final.

Entonces quién me ayuda a que estos ladrones me roben de una manera descarada?

• Va adjunto mi verificación
• Ahí va su respuesta diciendo que mi dinero está perdido
• Va cuando le pedí su libro de reclamaciones y no me lo quisieron brindar alegando que no es necesario que en mi cuenta todo esta OK

Dear esmeraldacontable94,

Please understand that if you mainly placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. There are many multiple-account strategies used by players focusing on sports betting. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.