Spinsino Casino - discussão geral

Hi, I've played at this casino and asked a few days ago if there is a deposit limit? But apparently they don't have one...I've lost 2000 SEK and sent it to support but they haven't blocked me? Regards Sussi89

Hej ha spelat på denna casino ja ha frågat i dagarna om det finns insättningräns? Men tydligen har dom inte det...ha spelat bort en 2000 kr och hat skickat till support men dom inte har stängt av mig ? Mvh Sussi89

I have sent this.

detta ha ja skickat

i have send this today i hope they answer me soon

And i habe chat with them

Hey, I'm sorry you lost money at the casino. You sent the first screenshot where you talked about it on live chat that you would like to have a deposit limit. What was the date of that conversation? 

I see that after you mentioned gambling addiction where they recommended you to email them, they still haven't written you back? 

If you had a problem closing your account we would try to help you, but I doubt the casino solves such problems on weekends so I wouldn't expect them to write you back. 

Tell me if you hear back what's new?

on July 10/7?

den 10/7 juli?

I almost spend 500€ on this casino sinse then and I have withdraw but deposit again and lost 😭no I get not any answer from them

Thank you, but in this case it probably won't be possible to get a refund. Since the casino didn't have a deposit limit and you talked to them for 10 and then about 16 weeks later you wrote that you have a gambling addiction, the casino had no way of knowing. It doesn't really work that way I would say. Probably the most important thing is to mention it to them right away and clearly, preferably through multiple channels.

But if you have a problem with closing your account, we'll try to help you with that situation.

Yes, I want help closing it because they still haven't answered me about this, best regards, Susanna

Ja vill ha hjälp med att stänga den för dom ha fortfarande inte svarat mig om detta mvh susanna

In that case, you can file a complaint with us. I saw that you are dealing with a similar case of account closure at another casino, so you probably already know how it works.🙂

Yes I want help with close it

Okay, use this link and lodge a complaint please so our tea can start helping. 😀

I send this to them but still my account open

first I send the 13/7 then 16/7 now is 25/7 july

I really hope that our team will be able to help you solve your case soon then. 🙏

I still haven't had my account suspended so...

Har fortfarande inte fått avstängt mitt konto så.....

May I ask if you replied to all the questions Petronela asked in your complaint?

Only that way will we be able to move forward, you know.

And also please know that it is very important to watch the timer on the complaint. 🙏

Good casino

Casino: Spinsino

Complaint:

I hereby file a complaint regarding the withholding of my credit balance of approximately €3,000.

Facts:

- My account was registered with my real name and my correct German address.

- My account has been fully verified

- All deposits were accepted without restriction

- A payout of €700 was successfully processed.

- No bonus was used at any time

- After playing for a while longer, my balance reached approximately €3,000.

- My account was suddenly closed on January 31st.

My remaining balance was withheld.

The casino merely stated a general "violation of the terms and conditions" without citing a specific clause, providing evidence, or offering a plausible explanation.

Additionally:

I have been trying to contact support since February, but have not received any response.

Consider:

- Selective application of rules (deposits were accepted, payout was made, then withheld)

- Lack of transparency and communication

- Unlawful withholding of funds

I demand:

- A clear explanation of the alleged violation

- Mention of the specific terms and conditions clause

- Payout of my withheld balance

I am prepared to provide all necessary evidence and documentation.

This approach seems unfair and not customer-oriented.

Casino: Spinsino

Beschwerde:

Ich reiche hiermit eine Beschwerde bezüglich der Einbehaltung meines Guthabens in Höhe von ca. 3.000€ ein.

Sachverhalt:

- Mein Konto wurde mit meinem echten Namen und meiner korrekten deutschen Adresse registriert

- Mein Konto wurde vollständig verifiziert

- Alle Einzahlungen wurden ohne Einschränkung akzeptiert

- Eine Auszahlung in Höhe von 700€ wurde erfolgreich durchgeführt

- Es wurde zu keinem Zeitpunkt ein Bonus genutzt

- Nach weiterem Spielen erreichte mein Guthaben ca. 3.000€

- Am 31.01 wurde mein Konto plötzlich geschlossen

- Mein verbleibendes Guthaben wurde einbehalten

Das Casino hat lediglich einen allgemeinen „Verstoß gegen die AGB" angegeben, ohne eine konkrete Klausel, Beweise oder eine nachvollziehbare Begründung zu nennen.

Zusätzlich:

Seit Februar versuche ich den Support zu kontaktieren, habe jedoch keinerlei Antwort erhalten.

Bedenken:

- Selektive Anwendung von Regeln (Einzahlungen wurden akzeptiert, Auszahlung durchgeführt, danach Einbehaltung)

- Fehlende Transparenz und Kommunikation

- Unrechtmäßige Einbehaltung von Geldern

Ich fordere:

- Eine klare Erklärung des angeblichen Verstoßes

- Nennung der konkreten AGB-Klausel

- Auszahlung meines einbehaltenen Guthabens

Ich bin bereit, alle erforderlichen Nachweise und Unterlagen zur Verfügung zu stellen.

Dieses Vorgehen erscheint unfair und nicht kundenorientiert.