Spinbookie Casino - O jogador afirma que o seu pagamento foi atrasado.

Hello, Spinbookie has kept my money of S/ 1,843.52, claiming that I used a VPN.

My account is verified, and I have made a withdrawal before (June 10, 2024). The second time I wanted to withdraw through the same method I used to deposit (AstroPay), the payment was pending for a week. I canceled and tried another method (crypto), but it was also not processed. I wrote to them, and they replied that they would look into my case, but I never got a response. On October 27, when I saw that the option for withdrawal via bank transfer was available, I made a withdrawal of the amount mentioned above, and on October 29, I received a message that they were keeping my money. However, the unwithdrawn amount was still available in my account.

I had heard bad things about this site and started to worry when my withdrawals weren't being processed. Unfortunately, there is no regulatory body to address this, and if you insist, they generally block your account. I hope this situation can reach a good conclusion.

I am attaching images of the message I received and a screenshot of the email where I sent my complaint about the withdrawal failure.

Hola, Spinbookie se a quedado con mi dinero S/ 1,843.52, su motivo es que e usado VPN.

Mi cuenta está verificada, ya e realizado un retiro anteriormente (10 de junio 2024). La segunda vez que quise retirar por el mismo medio que hice mi recarga (astropay), el pago estuvo pendiente por una semana, cancelé e intenté por otro medio (cripto) pero igual no se procesó, escribí, me respondieron que verían mi caso y nunca obtuve respuesta, el 27 de octubre al ver que se habilitó la opción de retiro por transferencia bancaria, hice un retiro del monto mencionado arriba y el 29 de octubre recibí el mensaje que se quedaban con mi dinero, y que el monto sin retirar seguía disponible en mi cuenta.

Tenia malas referencias de esta casa y al notar que mis retiros no se procesaban empecé a temer que esto pase, pero lamentablemente no hay medio que regularice esta casa y si uno insiste por lo general le bloquean la cuenta, espero pueda llegarse buen termino esta situación.

Adjunto imágenes del mensaje recibido y captura de correo donde envío mi queja del fallo de mi retiro.

Dear anamemor,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi Nick, thanks for responding to my complaint, which I put in the late payment category because it wouldn't let me register in another category.

My account is verified, as I mentioned in my first message I already had 3 failed withdrawal attempts (I attached an image of the emails sent to spinbookie explaining my complaint), this last withdrawal I made has already been answered and I also attached a screenshot of the response I received from spinbookie.

In that response they clearly tell me that they will keep my money since I have broken a rule since I have used VPN, which I have never done, why would I have to do it I don't understand. In fact, I only wrote my testimony so that other users stay away from this bookmaker full of thieves but I received an email from this page telling me that I could file my complaint.

Hola Nick, gracias por responder mi queja, la cual la puse en la categoría pago retrasado porque no me dejaba registrar en otra categoría.

Mi cuenta está verificada, como mencioné en mi primer mensaje ya tenía 3 intentos fallidos de retiro (adjunte imagen de los correos enviados a spinbookie exponiendo mi queja), este último retiro que hice ya fue respondido y también adjunte una captura de imagen de la respuesta que recibí de spinbookie.

En esa respuesta me dicen claramente que se quedarán con mi dinero ya que e infringido una norma ya que e usado VPN, lo cual nunca e hecho, para que habría que hacerlo no entiendo. De echo solo escribí mi testimonio para que otros usuarios se alejen de esta casa de apuestas llena de ladrones pero recibí un correo de parte de esta página diciéndome que podía poner mi queja. 

Dear anamemor,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Nick, I have not received my money yet. In the previous message I attached a screenshot of their response. I don't know if you have checked it.

I also attached a screenshot of the failed withdrawal attempts and they did not tell me what the reason was.

Hola Nick, hasta el momento no e recibido mi dinero, en el mensaje anterior adjunte captura de imagen de su respuesta, no sé si lo habrás revisado.

También adjunte captura de los intentos fallidos de retiro y que no me indicaban a que se debía.

Thank you anamemor for all the information provided. As we will need further evidence from the casino regarding this matter, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok, I'll keep waiting, thanks for your help.

Ok, seguiré esperando, gracias por su ayuda.

Hello anamemor,

I'm Michal, and I have taken over this complaint. I have reviewed this case, I will contact the casino to shed more light on this matter.

I would like to invite Spinbookie Casino to join the conversation.

Dear Spinbookie Casino,

I would appreciate it if you could provide further details regarding the closure of the player's account and confiscation of their winnings. Specifically, what actions or gameplay by the player were identified as violations of the terms and conditions, because the rule 10.2 you brought forward covers various scenarios. If the information cannot be shared publicly, please forward it, including supporting evidence, to me at michal.k@casino.guru

Thanks Michal, I will be attentive to how my case develops.

Gracias Michal, estaré atento a como se desarrolla mi caso.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear anamemor,

Just to give you a quick update. I'm in touch with the casino team via email and am handling your case with them.

Can you please confirm if any of your friends or family members hold an account at Spinbookie Casino? If that is the case, have you been accessing the casino from the same location as they do, perhaps during a visit?

Hi Michal, thank you for your time. I would like to tell you that no one in my family has an account at Spinbookie or any other casino. I don't have Wi-Fi at home either, so I only access Spinbookie from my cell phone using data from my internet plan.

That's why I found the accusation made against me strange.

Hola Michal, gracias por tu tiempo, te comento que en mi familia nadie tiene cuenta en spinbookie ni en otro casino, no tengo wifi tampoco en casa por lo que solo ingreso a spinbookie desde mi celular usando datos de mi plan de internet.

Por eso me pareció raro la acusación que me hacen.

Thank you for all the information and evidence provided, Spinbookie Casino Team.

Dear anamemor,

I was provided with evidence supporting the casino's decision.

After thoroughly collecting and analyzing all relevant information, we must unfortunately reject this complaint as it is deemed unjustified. This conclusion arises from a violation of the casino's terms and conditions, as well as the bonus terms. Specifically, multiple accounts associated with your account were created in close succession with the same IP addresses and user agents, all claiming the same sports bonuses from the same IP addresses and user agents, indicating the use of the same device. Additionally, the gameplay patterns observed in those accounts were either the same or strikingly similar. As you mentioned no one from your family has an account at Spinbookie, all the abovementioned facts cannot be dismissed as mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as it was communicated to you by the casino team earlier.

I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru