SpinGenie Casino ES - El acceso a la cuenta del jugador está retrasado.

Since they sent me an email finally approving all my documents to be able to make a withdrawal, I have been unable to access my account, I have changed the password and still no success. It seems that after verifying everything they do not want me to withdraw my €2414 earned fairly.

Desde que me enviaron un correo aprobando por fin todos mis documentos para poder realizar un retiro, me has imposible acceder a mi cuenta, he cambiado la contraseña y tampoco. Me da que tras verificar todo no quieren que retire mis 2414€ ganados limpiamente.

Dear yrdujvggdhg,

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 kindly let me know when you registered your account?
• Could you also specify which games you’ve been playing (e.g., live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus?
• Additionally, if there’s any relevant communication that might help us understand the situation better, could you please forward it to petronela.k@casino.guru?

Your cooperation is important so we can investigate this thoroughly and work towards a resolution as quickly as possible.

I hope we will be able to help you resolve this issue soon. Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hello, I registered at the casino on February 25th and only played slot games. My winnings were without bonuses, in total since I registered I barely deposited €100 and I was lucky enough to win €2414. But I spent a week or so sending documents to verify so I could withdraw all the money. But it so happens that when they verify the documents I suddenly can't access my account because it says that the access credentials are incorrect. I have used the same email and password all the time and it hasn't given me any problems. But suddenly this happens. I changed the conversation and when I put in the new password I get the same message: the access credentials are incorrect or NON-EXISTENT!! Since then I have been sending emails to customer support asking what has happened and how it can be solved. And so far they haven't answered me.

Hola, me registre en el casino el 25 de febrero y solo jugué a juegos de tragaperras. Mis ganancias fueron sin bonos, en total desde que me registre apenas depósite 100€ y tuve la suerte de que gane 2414€. Pero estuve una semana más o menos mandando documentos para verificar y así poder hacer el retiro de todo el dinero. Pero da la "casualidad " que cuando me verifican los documentos de repente no puedo acceder a mi cuenta por qué dice que las credenciales para acceder son incorrectas. He usado el mismo correo y contraseña todo el rato y no ha dado problemas. Pero de repente pasa esto. He cambiado la conversación y al poner la nueva contraseña me sale el mismo mensaje: las credenciales de acceso son incorrectas o INEXISTENTES!! Desde entonces he estado enviando correos electrónicos a la asistencia al cliente preguntando que ha pasado y como se puede solucionar. Y hasta ahora no me han contestado.

Hi yrdujvggdhg,

Thank you for your response and for providing more details about your situation.

Could you kindly forward the email you received when you registered your account, as well as the one where the casino confirmed your verification? These could provide important details that may help clarify what’s happening. Please send them to petronela.k@casino.guru.

Looking forward to your reply.

Yes, of course I'll send it right now.

Si claro ahora mismo lo envío

I just sent them the following email, and I'm waiting to see what they say, but it doesn't seem promising.

Acabo de enviarles el siguiente correo electrónico, espero a ver qué me respondan aunque no me parece que sea nada prometedor.

I have received your response (image) and your terms and conditions do not mention any penalties. They say they will review and verify the data to verify the authenticity of the cardholder (image).

I also added the URL of the terms and conditions so that it can be seen if there is any abuse being committed against me to prevent me from withdrawing the €2,414.

https://www.spingenie.es/terms/

He recibido su respuesta(imagen) y en sus términos y condiciones no dice nada de ninguna sanción, se dice de revisar y verificar los datos para verificar la autenticidad del titular de la tarjeta(imagen)

Aparte añado la URL de los términos y condiciones para que se vea si se está cometido un abuso hacia mi para evitar que retire los 2414€

https://www.spingenie.es/terms/

Hi There,

I have investigated your account and see that when you made your deposit, a third-party payment method was used and this is a violation of our terms and conditions, our terms and conditions state:

7.6 - We may void all winnings if your name does not match the name on the credit card you are using. In such circumstances, we may also request the necessary documentation from the player to allow us to perform the required identity verification checks on our end before taking any action. The burden of proof that the player had the necessary authorization to proceed with the transaction must always rest with the player.

8.12 - Before any withdrawal is processed, your play will be reviewed for any violations of the Terms and Conditions/bonus policy and Responsible Gaming checks. If we believe a violation of the Terms and Conditions has occurred, or if you have another account restricted due to our responsible gaming tools/procedures, we reserve the right to withhold any withdrawal and/or confiscate all winnings and bonuses. Any contact from us congratulating you on any winnings does not mean that the winnings are legitimate and that the Accounts Department has reviewed the bonus policies or violations.

https://www.spingenie.es/terms/

I see you have been in contact with our support team regarding this matter and you have been advised that due to this breach, the account is restricted and the winnings have been removed from the account.

Thank you for your understanding.

Hi yrdujvggdhg,

Thank you for your updates.

Could you please confirm whether the casino's statement about a third-party deposit is correct? Did you use a payment method that was not in your name when making the deposit?

Thank you in advance for your reply.

Hi there.

My grandson, with his consent, allowed me to make such deposits with his credit card since I don't have one. I only have a bank book.

As far as I understood, if it's a relative of more than the first degree, it's acceptable to carry out this process. I also sent the authorization downloaded from Spingenie, filled out by hand and signed by me and my grandson.

Hola buenas.

Mi nieto me dejó con su consentimiento, realizar tales depósitos con su tarjeta de crédito ya que yo no tengo una. Solo tengo una cartilla del banco.

Según tenía entendido, si es un familiar de más del primer grado si es aceptable realizar dicho proceso. Además de que mandé la autorización descargada de Spingenie rellenada a mano, firmada por mi y mi nieto.

Hello yrdujvggdhg,

Thank you for your clarification and for explaining the situation regarding the use of your grandson's credit card.

However, I must kindly point out that using a third-party payment method — even with the consent of a family member and even if you provided an authorization form — is generally not allowed by most online casinos. The terms and conditions clearly state that the account holder's name must match the name on the payment method used. This is a standard security measure required by both the casino and financial regulations.

• May I please ask if you discussed this option with the casino in advance and received their explicit approval to use your grandson's credit card for deposits? If not, I’m afraid we will not be able to assist you further, as the casino is entitled to enforce their terms and conditions in such cases.

I will be happy to wait for your confirmation.

Thank you for your understanding.

Dear yrdujvggdhg,

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.