Spicy Spins Casino - Играчът иска възстановяване на баланса.

Hello! In 2019, I made 4 deposits to this casino (2 for 20 and 2 for 500 euros). Didn't take any bonuses. I played slots for a bit and decided to bet on the withdrawal. Verification requested. They asked for a passport photo. I didn't have it then. Because of this, I forgot about this casino and did not log into my account. Now I decided to log into my account and saw that my balance is 0 euros. My money was debited for no reason. Please help me in solving this problem.

Здравствуйте! В 2019 году сделал 4 депозита в данное казино(2 по 20 и 2 по 500 евро). Бонусов не брал. Немного поиграл в слоты и решил поставить на вывод. Запросили верификацию. Попросили предоставить фото загранпаспорта. У меня его тогда не было. Из-за этого я забыл про это казино и не заходил в аккаунт. Сейчас решил зайти в аккаунт и увидел что мой баланс 0 евро. Мои деньги списали без причины. Прошу помочь в решении данной проблемы.

Dear syyplay,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the dormant policy in the T&Cs and I found this:

"2.8. If you do not access your Account and do not place any cash wager for any consecutive period of 180 days, then after those 180 days your Account will be deemed 'Inactive', and ‘Inactive Account Fee’ of €5 will be deducted from your account every thirty days (This fee is subject to change).

2.8.1. Before deducting the fee, we will use reasonable efforts to contact you and inform you that your account has become inactive and that the Inactive Account Fee will be charged.

2.8.2. We will stop deducting the Inactive Account Fee once your Account Balance reaches zero, or you if you reactivate your Account."

Could you please advise whether you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Christina, I wrote 4 letters to your mail with my evidence. I would like to add that I have not used an active deposit bonus.

Кристина, написал вам на почту 4 письма с моими доказательствами. Хочу добавить, что я не использовал активный бонус на депозит.

Thank you for your reply and email, syyplay. Is there a chance that you could export your whole game history in PDF format or excel sheet and forward it to me, please?

I contacted the casino with a request to send me the entire history of the games in pdf format. They refused me and wrote that the entire history of the games is in my personal account. Unfortunately, I won't be able to do it myself, because my computer is broken and I only use my phone.

Обращался в казино с просьбой отправить мне всю историю игр в формате pdf. Они мне отказали и написали что вся история игр есть в личном кабинете. Сам, к сожалению я не смогу это сделать, так как мой компьютер сломан и я пользуюсь только телефоном

Thank you very much syyplay for your cooperation so far. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello syyplay.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

I have emailed you the full statistics of the spins that I have made. in pdf format

Я отправил на почту вам полную статистику спинов, которые я сделал. В формате pdf

I take it they can't provide you with any information?

Я так понял они вам никакую информацию предоставить немогут ?

They returned 745 euros. I requested a withdrawal through a bank transfer. They will most likely ask for verification. Please do not close the complaint until the conclusion is made in full.

Вернули 745 евро.Запросил вывод через банковский перевод. Скорее всего запросят верификацию. Прошу не закрывать жалобу пока не будет произведён вывод в полном объёме.

Dear All,

Thank you, Jozef, for looping us in the conversation.

We had the opportunity to review Ilya’s complaint and would like to share with you the following:

As mentioned by Kristina of the Deputy Complaints Team Lead & Quality Specialist at the beginning of the thread, we would like to draw your attention to column number two in our General T&C:

"2.8. If you do not access your Account and do not place any cash wager for any consecutive period of 180 days, then after those 180 days your Account will be deemed 'Inactive', and ‘Inactive Account Fee’ of €5 will be deducted from your account every thirty days (This fee is subject to change).

Please note that since 11/11/2019 it's been 21 months since Ilya last logged into his account. We will deduct the inactive account fee and the bonus balance and will return 745 to Ilya’s account.

Kindly let us know if there is anything else we can be of assistance to you.

Regards,

Casino SpicySpins

Dear syyplay.

I can confirm that the dormant condition is standard, and we accept it. I will await your confirmation of the received funds.

Dears,

We have received further information from our financial department regarding Ilya’s deposits which we would like to share with you.

After reviewing Ilya's account with the financial team, we found that Ilya has already been informed about the issue, but failed to cooperate with the casino.

Unfortunately, we have missed the previous information in our last reply, we would like to apologize for the inconvenience caused and update our decision regarding the matter.

The original reason for removal was that the source of the balance, the initial deposits with the total sum of 1040 EUR, were credited by mistake, due to a technical issue with the payment provider.

Later on, the casino attempted to resolve the issue and requested Ilya to provide sufficient proof of payments for the transactions in question, namely:

1. 500 EUR on 11-11-2019
2. 500 EUR on 11-11-2019
3. 20 EUR on 11-11-2019
4. 20 EUR on 10-11-2019

Ilya was never charged for any of the transactions. As soon as the issue was discovered he was informed. Furthermore, the client failed to provide any evidence such as bank statements suggesting that the funds were deducted from his balance despite the fact that the casino requested proof multiple times through 2019 and 2020. Indeed there was never any proof.

Please be aware that those funds are now removed from Ilya's balance, in order to further proceed with the investigation, we require from Ilya the proof of payments for the above-mentioned transactions.

Regards,

Casino SpicySpins

I take it you think I'm a scammer? The bank card with which I made the deposit has already expired. I contacted the bank so that they would provide me with an extract for a certain period. They replied that more than two years had passed and it would not be possible to make an extract on these transactions. I'm not sure if you had any technical problems with the payment system. since at first I could not pass verification at your casino, although the documents were in order. In 2020, the balance was written off and they wrote that these were technical problems. A week ago, you wrote to me that I lost them at all. It was he who lost and insisted on it. Don't you think you are trying to deceive me?

Я так понял вы меня считаете мошенником ? Банковская карта, с которой я делал депозит уже просрочена. Я обращался в банк чтобы они мне предоставили выписку за определенный период. Они ответили что прошло больше двух лет и выписку по этим транзакциям сделать не получится. Я не уверен что у вас была какие-то технические неполадки с платежной системой. так как сначала я не мог пройти верификацию в вашем казино хотя с документами было в порядке. В 2020 году списали баланс и написали что это технические неполадки. Неделю назад вы мне писали что я их вообще проиграл. Именно сам проиграл и настаивали на этом. Вам не кажется чтовы пытаетесь меня обмануть ?

Dear syyplay.

I am very sorry about the situation. Unfortunately, if you are not able to provide us with the proof sustaining your claims, we will be forced to reject your case. May I kindly ask you to request such evidence from the bank? As far as I know, every bank should have a database. Two or three years is a very small period to delete the transaction history.

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.