SpinCity Casino - A conta do jogador foi encerrada e os fundos confiscados.

So I won $7000 on SPIN CITY CASINO and normally takes couple of days to process etc etc

I withdrew $1000 only a month before this situation no problems at all.

Now 2 days after submitting my withdrawal I go to log in and said your account has been closed !!!!

So I emailed support and they replied accusing me of having duplicate account which I don't at all, I then told them I can prove identity, payment, where I live etc

They refused to even give me the chance or even ask me for verification of only having 1 account!!!

They kept saying sorry decision is final account closed funds cannot be put back, I am pretty gutted and the fact that they wouldn't even ask for proof of anything or allow me to verify with any documents proves they just didn't want to pay me out at all !!!!

They also refused to give me any proof of duplicate account I have saying " we are not obligated to provide anything "

I can prove I only have 1 account, they have just cut me off no questions no nothing just so they didn't have to pay me out !!!

Hopefully you guys can help me out & sort this out 😭 🙏 😭

Hello Anniefurlong,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SpinCity Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• Does anybody else owns an account in your household in this casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hey Nick thanks for replying 🙂

So to answer your questions in order..

1) my account wasn't verified as per their terms and conditions if withdrawing over $2000 verification maybe required, but I only ever withdrew $1000 a month before this situation so they never asked me to verify unfortunately even though I emailed them asking to verify with the $1000 to speed up the process.

2) I deposited $100 using paysafe voucher & claimed the 200% deposit bonus which I wagered and made my way up to the $7000.

I have the email verifying my deposit also.

3) Yes my husband had an account which he closed after this and went on a rampage all over their social media sites.

4) The last communication I had with them was the 16th of October when they emailed me the same thing saying final decision etc !!

I did my withdrawal on the 13th of October and they closed my account on the 15th so over couple of days back and forth via email and wasn't getting anywhere at all !!!

The funny part about their obvious not wanting to pay me out & refusing to show me I have duplicate or even allowing me to prove I don't is they are still sending me promo emails for my account that they have closed !!!

Hey Nick any updates at all ??

Hello Anniefurlong,

Could you please clarify who initially created the casino account – you or your husband? Additionally, was your husband’s account ever verified by the casino?

Have you both ever accessed your accounts from the same device? Please be aware that some casinos consider it a duplicate account if two accounts are accessed from the same device or, in some cases, even the same IP address.

Looking forward to your response.

Best regards,

Nick

Hi I'm not sure about his being verified sorry as he has closed his account now lol

And yes we do as we both use the same device for our online casinos!!!

I can understand they may see it as that but with different deposit methods, different emails, different withdraw methods it's pretty obvious lol

Now they never did this when I withdrew the $1000 month previous to it.

Also Mr Bet which is their other site we both use the same device etc and never had any issues with withdraws !!

From what I have researched I'm not the only one they have done this to !!

Ok fair enough if I did have duplicate accounts but at least let me verify myself to prove I don't !!

Dear Anniefurlong,

Unfortunately, if the same device was used, we are unable to assist further in this matter. Please understand that it is challenging for the casino to verify whether one player created multiple accounts using different details and payment methods. This is why such situations are typically treated as a violation of the casino's terms regarding multiple accounts.

I recommend reaching out to the casino's licensing authorities, as they may review your case from a broader perspective, given their oversight role over the casino's operations.

I’m truly sorry we couldn’t provide further assistance in this particular matter. If there’s anything else we can help you with, please don’t hesitate to ask.

Best regards,

Nick

Dear Anniefurlong,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.