Candy Spinz Casino - A conta do jogador foi fechada inesperadamente.

On the 4th I opened an account at this casino and managed to collect €580 after betting €60. I asked to make a withdrawal in the early hours of this morning at 01:00. It's supposed to take them 24 hours to verify the withdrawal request, and it was 2 hours before the verification time was up. And now when I try to log in they say the account has been deleted. The truth is that a few hours ago I asked them to delete my account at another casino called Spinmama, but not this one! Apparently they must be from the same network. That's the only plausible explanation.

In other words, they close my account at a casino where I didn't ask to be deleted, and what happens to the withdrawal in question? Do I lose the €580 and the account? I don't understand what's going on here.

No dia 04 abri conta neste casino, consegui juntar 580€, após apostar 60€. Pedi para fazer levantamento na madrugada de hoje às 01:00h da noite. Supostamente demoram 24h a verificar o pedido de levantamento, faltavam 2h para terminar esse tempo de verificação. E agora quando tento entrar na conta dizem que a conta foi excluída. A verdade é que há umas horas atrás eu pedi que eliminassem a minha conta num outro casino chamado Spinmama, mas não neste! Pelos vistos devem ser da mesma rede. É a única explicação plausível.

Ou seja, fecham-me a conta num casino onde eu não pedi exclusão, e o que acontece com o levantamento em questão? Fico sem os 580€ e sem a conta? Não estou a entender o que está a acontecer aqui.

Dear Joana,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Candy Spinz Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please specify the date you opened the account at Candy Spinz casino?
• Have you played with any bonus?
• Have you passed the KYC verification, please?

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,

Katarina

Good morning,

I opened an account on 04-05-2024. I did the KYC verification without any problems. And I didn't use any bonuses!

I made a withdrawal request for €580 in the early hours of the 6th. And they have a 24-hour policy for verifying the withdrawal, and it was 1 hour before the limit expired when I lost access to the account.

To my request for an explanation they replied this by email: "According to the system, you have been closed due to gambling problems. Once you are closed for problem gambling, you are automatically closed in all casinos with the same license."

My best question is where does the ongoing withdrawal stand? If I had known that both casinos belonged to the same group, I would never have asked to be excluded from one of them without a successful withdrawal first! Of course.

They say they're investigating the withdrawal request, for who knows what reason, and that they'll get back to you. All this seems surreal to me.

thank you for your attention and help

Bom dia,

abri conta no dia 04-05-2024. Efetuei a verificação KYC, sem problemas. E não usei bónus!

Fiz um pedido de levantamento de 580€ na madrugada de dia 06. E eles tem uma política de 24h para verificação do levantamento, faltava 1h para terminar ele limite quando perdi acesso à conta.

Ao meu pedido de explicação responderam isto por mail: "De acordo com o sistema, você foi fechado por problemas de jogo. Uma vez que você está fechado por problemas de jogo, você está automaticamente fechado em todos os casinos com a mesma licença."

A minha mejor questão é em que ponto de situação fica o levantamento em curso? Se soubesse que ambos casinos eram do mesmo grupo nunca teria pedido exclusão de um deles sem que antes o levantamento fosse efectuado com sucesso! Logicamente..

Dizem que estão a investigar o pedido de levantamento , sabe-se lá porque, e que depois entram em contacto. Tudo isto me parece surreal.

obrigada pela atenção e ajuda

Correction: I opened the account on 04-05-2025*

Correção: abri a conta a 04-05-2025*

I'm still waiting for the withdrawal to land in my account. It's been 5 days and they haven't given me an answer. The only way I can contact them and get an "answer" is in the chat and there they just say that the withdrawal request is undergoing an extra analysis/investigation, which is supposed to be normal. But they never send me a reply by e-mail.

At the time I made the withdrawal request, I had the KYC check approved.

I've also sent them a bank account statement. I don't understand this delay, in a process that they say takes a maximum of 24 hours.

Sometimes they say in the chat that it's in the final stages and is about to be sent, so I don't have to worry about anything, that eventually the withdrawal will be made. But at other times they say that extra procedures have been "added" to the analysis. In other words, there's always conflicting information. It seems like they're just giving me a random answer to satisfy me momentarily.

In short, I still don't understand how requesting self-exclusion at a third-party casino (spinmama) causes another casino (candy spinz) to close our account too and not complete the withdrawal in progress, delaying it as long as possible.

I look forward to a positive resolution.

Continuo a aguardar que o levantamento caia na minha conta. Passaram 5 dias e não me dão respostas, a única forma que tenho de os contactar é receber alguma "resposta" é no chat e lá só dizem que o pedido de levantamento está a ser alvo de uma análise/investigação extra, que supostamente é normal. Mas nunca me enviam nenhuma resposta por e-mail.

No momento em que fiz o pedido de levantamento tinha a verificação KYC aprovada.

Já lhes enviei também extrato da conta bancária. Não entendo esta demora, num processo que dizem demorar no máximo 24h.

No chat umas vezes dizem que está na fase final e está quase a ser enviado, para não me preocupar com nada que, eventualmente, o levantamento vai ser efectuado. Mas noutras vezes dizem que foram "agregados" procedimentos extra à análise. Ou seja, sempre informações desencontradas. Parece que estão só a dar-me uma resposta aleatória para me satisfazer momentaneamente.

Em suma , ainda continuo sem entender como é que o facto de pedir autoexclusao num casino (spinmama) alheio faz com que outro casino (candy spinz) nos feche a conta também e não conclua o levantamento em curso, atrasando-o mais que pode.

Aguardo ansiosamente uma resolução positiva.

Now there has been an "unexpected delay".

Agora houve um "atraso inesperado".

A week later, the casino still hasn't processed the withdrawal. They're still doing the extra verification, they can't tell me how long it might take. J

Uma semana depois, o casino ainda não processou o levantamento. Continuam a fazer a verificação extra, não me sabem dizer quanto tempo ainda pode demorar. J

Good afternoon,

For almost a week now, I have been waiting for a withdrawal request for €580, which I made at the casino, to be processed. I have already sent all the required documents, and my account was verified at the time of the withdrawal request.

Whenever I ask for the status in the live chat, the answers are different. Sometimes they say that my account is being verified to wait for an email from you, sometimes they ask for proof of deposits (which I have already sent) and sometimes they ask for another proof because they say I sent the wrong one, when in fact I sent all the ones I had (3). In other words, if I don't go to the chat to ask, I never know where things stand or if they need more or other documents, because they never contact me by e-mail about anything.

It seems a bit unfair to me that all this is happening, I had a verified account, I made the deposits from my MBWay with the same phone number I registered with. With my debit card, from my bank account as you can see with the IBAN, so I can't understand the delay in verifying all this. The amount was won without bonuses but with real money from my 3 deposits. But you can check everything I'm explaining with the attachments. I sincerely fear that this tug-of-war will go on and on, and that they will always look for reasons not to settle the amount I have legitimately won.

Thank you for your help!

Boa tarde, 

Há quase uma semana que espero pelo processamento do pedido de levantamento no valor de 580€, que efectuei no casino. Já enviei todos os documentos requeridos, e tinha a minha conta verificada no momento do pedido de levantamento. 

Sempre que pergunto o ponto de situação no chat ao vivo, as respostas são diferentes. Algumas vezes dizem que a minha conta está a ser verificada para esperar por um e-mail vosso, outras vezes pedem comprovativos dos depósitos (e que já enviei) e outras vezes pedem outro comprovativo porque dizem que enviei o errado, quando na verdade enviei todos os que tinha (3). Ou seja, se eu não for ao chat perguntar, nunca sei o ponto de situação nem sei que precisam de mais ou outros documentos, porque por e-mail nunca me contactam sobre nada.

Parece-me um pouco injusto tudo isto que está a acontecer, eu tinha a conta verificada, fiz os depósitos a partir do meu MBWay com o mesmo número de telefone com que me registei. Com o meu cartão de débito, da minha conta bancária como podem verificar com o IBAN, por isso não consigo compreender a demora em verificarem tudo isto. O montante foi ganho sem recurso a bónus e sim com dinheiro real dos meus 3 depósitos. Mas vocês podem verificar tudo isto que estou a explanar com os anexos. Temo, sinceramente, que este braço de ferro seja infindável, e que procurem sempre motivos para não liquidar o montante que ganhei legitimamente.

Obriga pela vossa ajuda!

Good morning,

I went back to the casino chat after 24 hours, as they asked me to do in case I didn't get an answer by e-mail in that time, and now they've asked me for another document, a bank statement with the deposits.

Something I had already done six days ago by email. But I didn't argue, and I sent it.

Let's see what they ask me tomorrow. Yesterday it was proof of the deposits, today a statement. Tomorrow it will certainly be another document. But they haven't beaten me to it.

Thank you.

Bom dia,

voltei ao chat do casino ao fim de 24h, como me pediram que fizesse em caso de não obter respostas por e-mail nesse tempo, e agora pediram-me outro documento, um extrato bancário com os depósitos.

Coisa que já tinha feito há seis dias por e-mail. Mas não refutei, e enviei.

Vamos ver o que me irão pedir amanhã. Ontem foram os comprovativos dos depósitos, hoje um extrato. Amanhã será, certamente, outro documento. Mas não me venceram pelo cansaço.

Obrigada.

After a week, issue resolved! You can close the complaint! Thank you

Ao fim de uma semana, questão resolvida! Podem encerrar a reclamação! Obrigada

Dear Joana,

thank you for your messages and for the screenshots provided.

The proactive and communicative approach you've chosen regarding the casino is advisable. Please furnish any requested documentation promptly. Due to the nature of online gaming establishments, compliance with regulations and local laws, particularly concerning money laundering, fraud prevention, and player protection, presents unique challenges. While the current requests may seem extensive, please be assured that such inquiries are standard practice within the industry.

To facilitate the investigation of your complaint, please provide further clarification on the following points:

• Could you please provide further details regarding the reason for your self-exclusion from Spinmama casino?
• Can you access your player's account, please?
• What games have you played at this casino, please?

Looking forward to your reply,

Katarina

After a week, the issue was resolved today! You can close the complaint! Thank you for your guidance! Well done

Ao fim de uma semana, a questão foi hoje resolvida! Podem encerrar a reclamação! Obrigada pela vossa orientação! Bom trabalho

Dear Joana_Moreira,

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,

Katarina

Casino.Guru