SpinBounty Casino - Играчът иска възстановяване на депозит.

I signed up and played at the casino. Since there is no way to gamble responsibly I wanted to close my account.

This was ignored for over a few hours, just as I was depositing again my account was blocked.

That's a good thing, but the casino doesn't want to pay my €50 back.

I'm supposed to verify myself first, but I think that's quite unnecessary, since I'll never play there again.

Apart from that, I can no longer get into my account, and I don't actually send such important documents by e-mail!!!

Ich hatte mich bei dem Casino angemeldet und gespielt. Nachdem es keine Möglichkeit für Verantwortungsbewusstes spielen gibt, wollte ich mein Konto schließen.

Das wurde über ein paar Stunden ignoriert, genau als ich wieder eingezahlt hatte, wurde mein Konto gesperrt.

Das ist auch gut so, nur möchte das Casino meine 50€ nicht zurück zahlen.

Ich soll mich zuerst verifizieren, dass finde ich allerdings ziemlich unnötig, da ich dort ja nie wieder spielen werde.

Abgesehen davon komme ich auch in mein Konto nichtmehr rein, und per Mail versende ich solche wichtigen Dokumente eigentlich nicht!!!

Dear CasinoDino,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

If this is all that the casino needs in order to issue a refund, I would recommend you to fully cooperate with the casino and provide all the necessary documents otherwise you won’t be able to receive your money.

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes sent identity and proof of living. Also asked when the payment was made for a banking screenshot. Can no longer access the account. Haven't gotten an answer yet though, we'd say we'll wait a week to see if anyone else gets in touch. Or?

Ja hab Identität und Proof of living gesendet. Dabei auch gefragt von wann die Zahlung war für einen Banking screenshot. Kann ja nichtmehr auf das Konto zugreifen. Allerdings noch keine Antwort bekommen, würde sagen wir warten mal eine Woche ob sich doch noch jemand meldet. Oder?

Sent on Wednesday and haven't even gotten a reply yet...

Am Mittwoch gesendet und noch nichtmal eine Antwort bekommen …

Thank you for your reply, CasinoDino. Alright, let's wait for a few more days to see if someone gets in touch with you. If there is no development, please, let us know and we will intervene. Thank you in advance.

Nobody got in touch, I wrote to Live Support and the verification was complete. Really can't understand why I have to wait so long for just my deposit...

Gemeldet hat sich niemand, Ich hab im Live Support geschrieben und die Verifizierung sei komplett abgeschlossen. Kann wirklich nicht verstehen warum ich so lange auf lediglich meine Einzahlung warten muss …

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

If I did, I think it's an insolence. With normal payouts, that's one thing, but not refunding my unused deposit immediately with a blocked account doesn't work at all!

Habe ich gemacht, finde es eine Frechheit. Bei normalen Auszahlung ist das eine Sache aber meine unbenutzte deposit nicht wieder sofort zu erstatten bei einem gesperrten Konto geht garnicht!

Thank you very much CasinoDino for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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, CasinoDino,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite SpinBounty Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear SpinBounty Casino Team,

Could you please clarify the player's situation? What is needed to be done from the player's side to be able to receive his unused deposit?

Thank you in advance for providing the information.

We would like to ask SpinBounty Casino Team to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Dear CasinoDino,

Since we have not received any response from the casino regarding the issue, 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.

There is one more option how you can try to resolve your issue or speed up the process - to contact the gaming authority the casino is regulated by and/or submit a complaint directly to the authority. It is possible to do it by using these email addresses: info@curacaolicensing.com and helpdesk@curacaolicensing.com.

Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

If there is any progress with your issue or you need help, please let me know at branislav.b@casino.guru.

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

The casino doesn't even answer my questions anymore... I'm very disappointed. Thanks for the help

Mir antwortet das Casino auch garnichtmehr auf meine Nachfragen … bin sehr enttäuscht. Danke für die Hilfe

Greetings all,

The complaint was reopened based on the information received from the casino:

"Hello dear All,

Thank you for your appeal. Since you didn't provide personal documents when registering an account, verification is an important procedure when returning funds. For this reason, receiving funds takes some time.

Dear player, verification was successful. 

Select one of the available methods for receiving money: Jeton Wallet or bank wire.

Please stay in touch with our payment department and we will quickly resolve your request.

Best regards,

SpinBounty Casino"

Dear CasinoDino,

Could you please provide us with an update on your issue? Is there any progress? Was the casino able to refund your deposit? Have you already received the payment?

There was no contact with me, I had already sent all the documents to the casino and also asked for a refund. But that just didn't happen.

Es gab keinen Kontakt zu mir, ich hatte dem Casino bereits alle Unterlagen geschickt und auch um eine Rückzahlung gebeten. Das ist aber eben einfach nicht passiert.

You claimed that your account was blocked. Are you able to sign in again now? If yes - did you try to request a withdrawal in the casino account?

I didn't claim my account was locked. I got my account blocked! (responsible gambling)

After that didn't happen for I think 24 hours, I deposited again.

At that moment my account was blocked. Which is what I wanted. But of course I want the 50€ back that I deposited. (I did NOT lose or play with the €50)

The casino still keeps these...

Ich habe nicht behauptet, dass mein Konto gesperrt ist. Ich habe mein Konto sperren lassen! (responsible gambling)

Nachdem das über ich glaube 24h nicht passiert ist, habe ich wieder eingezahlt.

Genau in diesem Moment wurde dann mein Konto gesperrt. Was ich ja auch wollte. Aber ich möchte natürlich die 50€ zurück haben die ich eingezahlt habe. (Ich habe die 50€ NICHT verloren oder damit gespielt)

Diese behält das Casino nach wie vor...

In your first post, there is information that you can no longer get into your account. It was not specified in more detail. I think it is a little misunderstanding and there are some translation discrepancies.

Do I understand correctly your account is permanently blocked now, based on your request? You did not answer my questions.

I see there are translation troubles, i just checked by clicking on the switch bottom so i explain it in English as good as i can.

I have asked the casino to close my account cause responsible gambling problems.

For a while i dont know how long, nothing happend and i wasnt banned. So i deposited again.

Instantly in this moment (1 second after money was in my balance), i got kicked out an banned.

So far so good i asked for it.

BUT

I want for sure my money back i deposited cause i havent played with it or anything.

Then i asked the casino:

Hey, thank you for block me, sadly abit late i just deposited again, please refund me the deposit.

The casino said no not possible if you dont verify your account.

Well funny, i cant log in how can i verify me now?

The casino told me then its ok just sent them via mail, what i did!

They confirmed it and i wrote them like 4 or 5 times to refund now my deposit what they NOT DID!

So not joking, but this is like stealing, they have my money and dont want to give it back to me.

Even it is without sence to verify i mean because why? I am life time banned from the casino, just use the same payment informations as in the deposit or just click on the refund bottom.

Thank you very much, CasinoDino, for your explanation.

According to the information above and the last reply from the casino we received, I recommend you to stay in contact with the casino's payment department and send them the necessary data via email - a payment method what would you like to use for a deposit refund and send to them the payment details if it is required.

Are you still in contact with the casino's payment department, please? If you cannot request a refund in your account, do not hesitate to let the casino's support and/or its payment department know about an appropriate payment method (Jeton Wallet/Bank Wire). Then you should be further directed by the relevant department.

Once you have done this, please feel free to let me know about any progress.

Dear CasinoDino.

Do you have any news regarding your issue? If not, I will ask the casino about the update on their side.

No good news. I asked the casino today again, they told me I have to verify me what I already did as you know…

so i sent them everything they asked for again and what do I get as answer?

please verify you …

this casino is playing with me or it feels more like bullying …

such a scam really …

case can be closed. 1 h after my negative rating suddenly included the payment 🤷‍♂️

Fall kann geschlossen werden. 1 h nach meiner negativen Bewertung plötzlich die Zahlung enthalten 🤷‍♂️

Hello CasinoDino, as you know, you only gave us all the necessary documents yesterday. And today the payment was made to your IBAN. We hope for more active cooperation from your side in the future

Regards, SpinBounty Casino

That's not true, I fully verified my account over a month ago. As you can see, I opened the ticket 2 months ago.

However, no processing has taken place on your part. Please read the history first.

Das stimmt nicht, ich habe schon vor über einen Monat mein Konto vollständig verifiziert. Wie sie sehen habe ich das Ticket schon vor 2 Monaten aufgemacht.

Eine Bearbeitung von ihrer Seite ist trotzdem nicht erfolgt. Lesen sie sich doch bitte erstmal den Verlauf durch.

Greetings all,

Thank you, SpinBounty Casino Team, for your reply and information.

Dear CasinoDino,

The casino has the right to make an additional verification anytime if it deems it necessary.

However, I am not sure about the current status of your complaint. The casino representative claimed the payment was issued today. But, you requested the closing of the complaint already yesterday.

I would like to wait until your confirmation about the successful payment or an update. Can you please let us know when the payment will be credited to your bank account?

I will now write my final statement to this case:

fact you had my deposit which was untouched.

i kindly asked you to withdraw it back

you told me I have to verify me

it was the most complicated verification process in my life

(I am verified in more then 30 casinos)

i got a confirmation from the support that the verification was completed

I asked you to withdraw me, nothing happens for months …

then the casino guru employe asked about the case and i wrote you again (yesterday)

you told me you want more verification documents, I sent you them, even I WAS ALREADY VERIFIED

Then I got a mail thanks for the documents we want more (then a picture of my personal bank card) (insane random and very sensible data’s even banks say you should never sent!)

after that I gave you 0 stars and wrote that nobody should gamble in your casino and somehow after that you finally start to care about this case, magic magic …

end of the case you payed me today without I sent you my bank card …

money is in my bank wallet all done.

you can check my account I wrote a lot of comments on casinos and most of them are good. But in that case you were extremely unprofessional with me and this was in no point fair and not acceptable.

i am not a bad person or someone who want to randomly hurt your business with the 0 from 0 stars but for me it was one of the worst experience I ever had with a casino.

and what I still haven’t heard till now is a little sorry.

Hello dear All,

the document of funds' transfer is in the attachment . Thank you all for your attention and cooperation.

Dear CasinoDino, thanks for helping us resolve this this request

Regards, SpinBounty Casino

Thank you, CasinoDino, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds.

As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. If I have incorrectly explained your confirmation of the received payment to myself, feel free to let me know at branislav.b@casino.guru.

Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, too, SpinBounty Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru