Spin Casino - El jugador no puede acceder a su cuenta después del depósito.

Signed up with an account for this online casino and starter playing one of their games. I went to make a second deposit and then was shown an error and then it logged me out. I tried logging back in and without any success. My second deposit was taken from their casino and and I was locked out.

I immediately messaged them on their online chat I regards to this and they wouldn't give me any information of why I was locked out and told me I won't be able to make a new account and don't try.

They created a ticket number for me and submitted my complaint but told me it isn't a guarantee I will be refunded my money i deposited.

This is theft and and be ware.

This is bad business and I am thoroughly unimpressed with the customer service.

Be careful they don't take your money from you.

Dear Brando386,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Could you please confirm that you have passed the KYC verification?

Did you accumulate any winnings? If so, did you accumulate your winnings with or without an active bonus?

Did you use a VPN?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello.

No I did not accumulate anh winnings at all. I just made the two deposits and was locked out after the second deposit.

I still haven't heard anything back from them, and I was told I would be receiving an email from them.

Sorry I'm not sure what KYC is.

Dear Brando386, do you have any updates?

Has the casino provided any reason for blocking your casino account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Dear Brando386,

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.

Dear Brando386, could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.