Spin Palace Casino - La cuenta del jugador fue bloqueada.

They deleted my account for no real reason. They claim it's on the terms. I made 3 deposits and played, when I went to withdraw, obviously I had to do the identification. It took almost 1 month to make the identification, and all the docs sent were in agreement. They released, I played another day, won a little more and made the serve. The next day they blocked the account. I made contact and they said I was excluded and my money was confiscated.

Excluíram minha conta sem motivo real. Alegam que está nos termos. Fiz 3 depósitos e joguei, qd fui sacar, obviamente tinha que fazer a identificação. Levaram quase 1 mês para fazer a identificação, sendo que todos os docs enviados estavam de acordo. Liberaram, joguei mais um dia, ganhei mais um pouco e fiz o saque. No outro dia bloquearam a conta. Fiz contato e disseram que fui excluído e o meu dinheiro tinha sido confiscado.

Hello Andrew77,

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

Could you please advise you processed any withdrawal from the casino? Was any of your deposits refunded to you after they closed your account? Can you please remind if you have self excluded yourself in the past in any of the casino's sister casino or group?

Looking forward to your answer.

Regards,

Nick

Dear, at no time does it exclude me. The last chat operator said that the management deleted my account because they understand that I break rules that count in item 10.17 of the terms of conditions. The fact is that I made 3 deposits, 2000.00 5000.00 and 5000.00 which totaled 12000.00. I took profits and made a withdrawal of 16,300.00. Then they blocked my account, making it difficult to send documents. It took me almost 30 days to get new access (wear and tear, lost time) but I finally got it. I had one more win and made another withdrawal that is pending at 19,000.00. Then they blocked me again (actually they excluded me and confiscated my money, and they claim it is the final decision of the management.

I'm sure I haven't committed any illegality that justifies the confiscation of my money. If they don't want me as a customer, that's fine, but taking my money is not honest, nor is it worthy of a casino I respect.

Note: Emphasizing that in the CHAT they said more than once that I would not see the color of my money. I DON'T ACCEPT THIS

Prezados em nenhum momento me auto exclui. O último atendente do chat disse que a gerência excluiu minha conta por entender que eu infringe regras que contam no item 10.17 do termos de condições. O fato e que fiz 3 depósito, 2000,00 5000,00 e 5000,00 que totalizou 12000,00. Obtive lucros e fiz uma retirada de 16.300,00. Daí já bloquearam minha conta, dificultando o envio de documentos. Levei quase 30 dias para conseguir novo acesso (desgaste, tempo perdido) mas enfim consegui. Tive mais um ganho e fiz outro saque que está pendente de 19.000,00. Daí me bloquearam de novo (na verdade me excluiram e confiscaram meu dinheiro, e afirmam que é decisão final da gerência.

Tenho certeza que não cometi nenhuma ilegalidade que justifique o confisco do meu dinheiro. Se não me querem como cliente, está tudo certo, mas ficar com meu dinheiro não é honesto, nem digno de um cassino se respeito.

Obs: Ressaltando que no CHAT disseram mais de uma vez que não veria a cor do meu dinheiro. NAO ACEITO ISTO

The fact is not just exclusion. If there's a problem with me, they shouldn't even have accepted it with the customer. But confiscation of money is inadmissible

O fato não é só a exclusão. Se tem algum problema comigo nem deveriam ter aceito com o cliente. Mas o confisco do dinheiro é inadimissivel

Hello Andrew77,

Can you please forward your communication with the casino to nikolas.b@casino.guru?

Okay Nikolas. It will start all over again. I will send the emails I received. The rodeos continue. They have been with the money for more than 30 days. The hope of receiving is small.

Ok Nikolas. Vai começar tudo de novo. vou mandar os emails que recebi. Continuam os rodeios. Fazem mais de 30 dias que estão com o dinheiro. A esperança de receber é pequena.

Sorry Nikolas, I thought you were a spin casino

Desculpe Nikolas, achei que vc fosso do spin casino

Hello Andrew77,

Thank you for the provided proof. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Andrew77,

Unfortunately, since we have recently been provided with the information from casino representatives that they do not want to discuss anything players related, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

However, there is one more option on how you can try to resolve your issue or speed up the process - I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint directly to it. It is a good licensing authority and has better options and tools to help players. In case of any questions or receive the results of the regulator's investigation, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru