SpinCity Casino - La cuenta del jugador está cerrada debido a supuestas cuentas múltiples.

Hello, I've been a customer at spin.city for 4 or 5 years, and I've made enough deposits. Recently, I was lucky enough to win something, so I made a withdrawal request for 5,000 euros and then another for 1,000 euros. Then, when I tried to log in, I couldn't because suddenly my account was suspended due to allegedly having multiple accounts. But I don't have any others. What should I do?

Hallo bin seit 4 oder 5 Jahren seit spin.city Kunde und gespielt genug einzahlung gemacht gehabt.nun hatte ich mal Glück gehabt und Gewinne mal was habe dann auf Auszahlung gemacht einmal 5000 und dann nochmal 1000 Euro so dann wollte ich mich einloggen ging nicht da die aufeinmal konto wurde gesperrt zwegs mere Kontos haben soll ich habe da aber keine mere was tun?

Dear Baddy86,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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,

Tomas

Hello

First of all, I would like to thank you for responding so quickly.

So I'll answer your question about the IP address. A neighbor plays there too, yes, but it's a shared WiFi in the community center, and yes, I have completed KYC verification and partly, partly, yes, I topped up 15 euros, then I received 100% and 50 free spins, I didn't use the free spins and then I won and then I wanted to cash out, I even had the cashback of 140 euros on it and it was just gone, the nerve that they said the positive thing is that the other account remained open with my name in it, yes, but I don't have one open or a 2 and the one where I won was closed, that's a real thing, isn't it? But depositing. All these years, it's always worked. The nerve. You can see the status via the status.

Hallo

Ich bedanke mich erstmal das sie so schnell reagiert haben drauf.

So auf ihre Frage gebe ich auch eine anwort, zwegs IP Adresse eine Nachbarin spielt auch da, ja aber das ist Gemeinschafts wlan im Gemeinschafthaus so und ja ich bin KYC-Verifizierung hatte ich abgeschlossen und teils teils ja ich habe 15 Euro aufgeladen dann habe ich 100% und 50 freispiele erhalten die freispiele habe kcj nicht genutzt und dann habe ich gewonnen und dann wollte ich mal auszahlen hatte sogar den chachback von 140 Euro drauf ist einfach weg die Frechheit noch das die gesagt haben das positive ist das andere Konto ist offen geblieben mit mein Namen ja habe aber keins offen oder ein 2 und da wo icj gewonnen haben die geschlossen ist ja echt ein Ding Oder?Aber einzahlen. Die ganzen Jahre das geht immer.frechheit.über den Status sehen sie den Stand.

Thank you very much, Baddy86, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Baddy86,

I am so sorry to hear your account got blocked. 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 comment on this and state why the player's account got blocked?

Thank you in advance for providing the information.

First of all, I really thank you for taking the time to deal with a case like this. Thank you very much that at least someone is there to help. I'm really at my wits' end after such a tough Games Over sentence. I've gambled in a lot of casinos and only deposited 25 or 50 euros. Over the years, I've probably gambled in 200 online casinos and never made a big win and then I've won something. And then that really hurts, sorry for my nerves, but it's rubbish. 🤧✌️

Ich danke echt in erstmal das sie überhaupt Zeit sich nehmen solch ein Fall Zeit nehmen echt danke.das wenigstens einer zu Seite steht .ich bin echt mit den Nerven am Boden,nach so ein harten Games Over Satz ich habe echt in sehr viele Casinos gezockt. Und auch nur eingezahlt eine 25 Euro oder 50 Euro eingezahlt. Über die Jahre bestimmt in 200 online Casinos und noch nie ein dicken Gewinn gemacht und dann habe ich jetzt Mal was gewonnen. Und dann das tut schon voll weh sorry für mein Nerven leid aber ist doch Mist sowas. 🤧✌️

Dear Stefan,

The user has been blocked in accordance with our Terms and Conditions, specifically:

• Clause 9.1.2: Only one account is allowed per person. No winnings may be collected on accounts opened in false names or on multiple accounts opened by the same person.
• Clause 7.1: All offers are limited to one per user, IP address, computer device, family, residential address, telephone number, credit or debit card and/or e-payment account, e-mail address, and shared environments.

The system detected a violation, and the user is no longer allowed to use our services.

Dear SpinCity,

Thank you for your response and the information provided.

Could you provide us with the evidence of multiple accounts? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Dear Stefan,

We have sent you an email to describe the reasons for blocking the user's account and we would be grateful if you could check it. 

Dear SpinCity Casino,

I have received your email and have responded to it.

I'll be awaiting your reply.

Hello to// Spin.city // Stefan guru.//

I follow what's happening here every day via the open post.

I would also like to add something. In my defense. 🙂( dear Spin.city Team.so Now can you please explain to me

They say (on accounts that were opened under a false name? I was verified and everything was fine..) or on which (the same person) has opened multiple accounts? I am only registered under my name and male, yes, with my initials, my data and I have not been cloned, so that gives me a lot to do as a single person..so then to your (IP ADDRESS). You can't see it at all, because the IP address changes every day, so I'm asking you, yes. I would be grateful if we could somehow come to an agreement without me having to initiate further disputes, the winnings are simply mine... the end of it. I was able to pay in for years, that's possible. That's allowed, right?! But as soon as you've won something, that's the end of it. You throw it out like a piece of garbage that needs to be disposed of or something. Not like that.

Mfg the truth is there.

Hallo an// Spin.city // Stefan guru.//

Ich verfolge jeden Tag,was so paziert hier zwegs den offenen Beitrag.

Ich möchte auch gern was dazugeben. Zu meiner Verteidigung. 🙂( lieber Spin.city Team.so Nun können Sie mir mal bitte erklären

sie sagen ( Auf Konten, die unter falschem Namen? Ich habe mich Vinifieziert gehabt es war alles gut..)eröffnet wurden oder auf denen( dieselbe Person) mehrere Konten eröffnet hat?, ich bin nur unter meinen Namen und auch männlich ja mit meiner inizalien meiner daten und ich bin nicht geclon worden also gibs mir als einer person vieldazu..so dann zu ihre ( IP ADRESSE ) Können sie garnicht sehen ja weil jeden Tag endert sich die IP Adresse also ich bitte sie ja.ich wäre in dankbar wenn wir uns ordentlich ürgenwie einigen könnten ohne das ich weitere stritte einleiten muss der Gewinn steht mir einfach zu... Ende aus.jahre lang konnte ich Einzahlen das geht. sowas ist erlaubt oder! aber soweit man was gewonnen hat.ist schluss. schmeißt ihr in raus wie ein stück Mühl der entsorgt werden muss oder wie.so nicht.

Mfg die Wahrheit ist da.

Dear Stefan,

we thank you for waiting for a response from us. We have sent you an e-mail and you can check the information in it. 

Dear SpinCity Casino,

I have responded to your email address and will be waiting for additional evidence.

I'll be awaiting for your reply.

Dear Stefan,

Thank you for your prompt response. We have sent an additional email, please check it.

Hello Baddy86,

I have obtained information from the casino concerning the existence of multiple accounts. Unfortunately, it would be challenging to demonstrate that you maintain only one account. Regrettably, there is nothing further we can do on our end, and we must proceed with rejecting this complaint.

I wish I could assist you more. Please don’t hesitate to reach out if you encounter any issues with this or any other casinos.

Kind regards,

Stefan, Casino.Guru