The player from Portugal faced issues with the casino refusing to refund 600 euros despite being on the self-exclusion list since 2022. The Complaints Team determined that the casino had not operated with a valid license and could not detect his self-exclusion status upon registration. After further communication, the casino ultimately refunded the 600 euros, resolving the issue. The complaint was then marked as resolved in the system.
Vincispin Casino - Player's refund has been denied.
Resolved
Our verdict
Case closed
Amount: €600
Vincispin Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Translation
They refuse to refund the 600 euros, even though I've been on the self-exclusion list since 2022
Automatic translation:
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9 months ago
Dear brunomeirinhas,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please specify what self-exclusion list have you been on?
When exactly did you register at this casino?
Have you passed the full KYC verification?
Have you requested to be self-excluded from this casino directly? If so, please forward me the account closure request you sent to the casino along with the casino's response at [email protected].
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
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9 months ago
Translation
I've been on the self-exclusion list of Portugal's SRIJ since 2022. At this casino I registered on February 5 but there was no KYC (neither for depositing nor for playing). Apparently these illegal casinos (licensed in Curaçao) only do KYC when the customer tries to make a withdrawal.
Automatic translation:
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9 months ago
Thank you for your response.
Please note that Vincispin Casino does not operate with a valid license, and as it is not licensed by SRIJ, it does not have access to the register of self-excluded individuals. This means that the casino systems could not detect you as a self-excluded player when you registered your account.
- Could you kindly clarify whether you informed Vincispin Casino directly about your gambling addiction and requested a self-exclusion?
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9 months ago
Translation
I did, and they suspended my account. However, they refuse to refund the 600 euros they wrongly accepted
Automatic translation:
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9 months ago
Finally this casino refunded me the 600 euros. This can be closed now. Thanks!
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9 months ago
Dear brunomeirinhas,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
