SpinCity Casino - A conta do jogador foi encerrada sem nenhuma explicação.

the casino spin.city has locked me out of my account now for over two months and do not reply to me, chat just says suspicion of fraud which is absurd... i won a big amount on their site, i believe an amount of about 9900 and they refuse to open my account and pay me... i have done nothing wrong, they have no problem taking my deposit but as soon as you win , they cry and dont want to pay, please help me retrieve my funds from this shady site... they have showed absolutely zero proof of any wrongdoing

Dear Smoochiejr69,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.l@casino.guru.

Could you please specify what types of games you played?

Did you accumulate your winnings with or without a bonus?

Did you pass the full KYC verification?

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

i have emaled you my responses have you not received them?

I have received your responses, thank you.

Could you also please send me the email you received from the casino after your account was blocked? I have not received it from you yet.

Could you kindly specify what type of bonus you activated and played with? Ideally, send me a link to the bonus, or the screenshot of the bonus along with its Terms and Conditions. Thank you for your patience and cooperation.

there was no email, i just cant log into my account its blocked. the daily reload bonus i chose was on the website itself, they have numerous daily reloads a day, i cannot send you no screenshot of the bonus or terms as i am locked out of my account currently... this is the message that appears when i try to log in

Your account has been blockedAccount blocked due to "9.5. If, in our sole determination, we have evidence that an account, or group of accounts, are being operated systematically (for example, wagering as a group), or multiple accounts have been opened in order to receive bonuses or other promotional offers, or an account has been opened, has been funded (directly or indirectly) or is being operated by a third party, or any other prohibited activity as defined above has taken place, we have the right to block or terminate all accounts and shall be under no obligation to payout any funds that may be in the account(s), or refund any deposits made on the account."

these are lies and have provided zero proof for grounds of termination, just a reason not to pay me a substantial win

Thank you for your reply. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you used any VPN or IP-masking software to access the casino website?

no i have not, ive never used a vpn or other masking services

Thank you very much, Smoochiejr69, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of SpinCity Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy", we keep on trying.

thank you

Hello Smoochiejr69,

I am sorry to hear your account got blocked and the winnings confiscated. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a SpinCity Casino representative to join this conversation and participate in resolving this complaint.

Dear SpinCity Casino,

Could you state why the player's account got blocked?

Thank you in advance for providing the information.

Dear Stefan,

We have sent you an email with proof of the violation of our site rules and we would be grateful if you could review it. 

Dear SpinCity Casino,

I have responded to your email.

I'll be awaiting your reply.

Dear Stefan,

we replied to your email today, please check it. 

Dear SpinCity,

I have responded to your email.

I'll be awaiting your reply.

Dear Stefan,

We have emailed you a reply, thank you in advance for checking it out. 

Dear SpinCity,

I have replied to your email.

I'll be awaiting your reply.

Dear Stefan,

I have replied to you by email regarding your clarification. I would be grateful if you would consider it. 

Dear SpinCity Casino,

I have responded to your email and our decision is final.

Your understanding is much appreciated.

Dear Stefan,

Thank you for your email. We have carefully re-evaluated the case and kindly ask that you take our clarification into consideration.

Dear SpinCity,

I have replied to your email.

I'll be awaiting your reply.

Dear Stefan,

We have responded to your email and would appreciate receiving a response.

Dear SpinCity,

I have replied to your email.

I'll be awaiting your reply.

Dear Stefan,

Kindly review our recent response.

will i be getting an update on this? its been 2 months now

Hello Smoochiejr69,

I understand this must be frustrating for you but the communication between the Casino.Guru and SpinCity Casino needs to stay confidential. I will let you know once the investigation ends and will let you know about the outcome.

Dear SpinCity Casino,

I have replied to your email and I am awaiting your reply.

Dear Stefan,

We’ve responded to your email and would be grateful for your attention to it.

Dear SpinCity Casino,

I have responded to your email. If you would like to make a statement, we can also continue communicating here in the complaint thread.

I'll be awaiting your reply.

Dear Stefan,

We’ve replied to your email and would appreciate your attention to our response.

Hello Smoochiejr69,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

ok

Dear SpinCity,

I have replied to your email.

I'll be awaiting your reply.

Dear Stefan,

Thank you for your patience. We have sent you a reply by email and would appreciate your response.

Dear SpinCity Casino,

I have responded to your email with a couple of questions.

Please let me know once you respond to my email.

I am looking forward to your response.

Dear Stefan,

We’ve responded to your email and would be grateful for your attention to it.

Hello Smoochiejr69,

After gathering all the necessary information and details from the casino, we decided to close this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds and strong evidence to believe we are talking about multiple accounts/collusion, performed by at least 4 linked accounts, including your disputed account. There are several/too many specific similarities and matches between the multiple accounts in question that it is impossible for us to believe it could be only a coincidence. The data are indisputable.

There is one more option for how you can try to resolve your issue - you can contact the gaming authority the casino is regulated by (GCB) and submit a complaint directly to the regulator. Although they currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law. Feel free to find more (https://casino.guru/licensing-authorities/curacao-license) or our article about regulators' complaint processes generally (https://casino.guru/submitting-complaints-to-regulators).

Please be aware that the casino might block you from the sister casinos in the future if they identify that you are trying to play in these casinos. If you would like to receive a refund of your deposit please get in touch with the casino directly.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan, Casino.Guru