SpinCity Casino - Сметката на играча е затворена и печалбите са конфискувани.

After ordering the withdrawal of the winnings, the casino ordered the verification of the account. I gave me all the data they asked for. The verification began on 11/16/2024. On 11/18/2024 I received another one that they wanted because in their opinion the data from the bank statement was not comprehensive or poorly visible. Throughout the day I was reassured that it was a normal procedure and that they only needed to send the data. On 11/19/2024 my account was permanently blocked. Attempts to contact the hotline ended with information about the blocking of the account and the removal of all winnings. Currently I do not have access to the account, the winnings were removed and there is nothing I can do on their part. Only the second consultant informed me about the possibility of filing a complaint. The first consultant did not inform me about this. I want to recover the amount I won.

Dear Bylik,

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 please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Have you received any explanation from the casino regarding the blocked accounts?

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,

Kristina

I played slot games, and when I bought free spins in the game "Sugar rush 1000" for PLN 500 at once, I won PLN 14,184.90. It was an in-game offer, not a casino bonus. I did not have any active bonuses on my account. The whole thing was marked as money to be withdrawn. The day after the withdrawal order, the casino ordered account verification. I sent them all the documents. On November 19, 2024, the casino blocked my account, citing the provision in the regulations "3.1.7 We reserve the right to refuse to open or close a Member Account at our own discretion". I did not receive this information by email, it only displays when trying to log in. I tried to contact but only the second consultant informed me about the possibility of filing a complaint.

the day before my account was closed during verification, the hotline staff reassured me and told me to wait for the verification to be completed

from my perspective it looks like an account blocking in order not to withdraw money. Maybe calling it fraud or theft is an exaggeration but that's how it looks from my side.

today I received an email with information that I was abusing bonuses. I do not admit to the act. Due to the block previously imposed, I have no way to prove it here. Now they could just as well have come up with it to finally close this account without a chance of getting my money back. Of course, they did not tell me how I was abusing bonuses, they just stated it verbally.

Thank you very much for your reply, Bylik. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

hello, I sent you an email contact from SpinCity. The whole thing is in Polish. I count on your help

Thank you very much, Bylik, for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) 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.  

Dear Bylik,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the SpinCity Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear SpinCity Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

Thank you for your help in resolving this complaint.

We are working on this case and preparing information on it, so we will be able to give you a more detailed response shortly. Thank you for your co-operation. 

Dear Kubo,

Thank you for giving us sufficient time to respond. We have sent you an email with evidence of the user's violation of the rules, please review it. 

Dear SpinCity

why did I first get a ban from point 3.1.7 of the regulations on 19.11.2024? on that day you didn't even write an email about the ban. I only got the option to appeal and complain after the second chat with support. From the beginning it looks like a ban due to the reluctance to pay out the winnings. The last funds come from one game. Information about what you call abuses was only a day later

Ultimately SpinCity you blocked my account and all funds without reason on 19.11.2024. The only reason on that day was to withdraw funds. I am adding a screenshot as proof.

Dear SpinCity Casino,

I apologize for the delay in my response. I have been trying to reach you via email, but it appears my messages are bouncing back for some reason. Nonetheless, thank you for providing the additional information regarding the case.

To gain a clearer understanding of the situation and the gameplay development, would it be possible for you to share the full gaming log file from which the screenshots were taken? I kindly request the evidence in XLSX or CSV format, as it facilitates a more thorough and accurate review.

Thank you for your continued cooperation. I greatly appreciate your assistance in resolving this matter.

Dear Kubo,

Thank you for your patience. We have replied to your email and you can check the response. 

Dear SpinCity Casino,

Thank you for your message. I have sent a follow-up request for further clarification regarding the shared data. Could you kindly review my email and respond at your earliest convenience?

I appreciate your assistance and look forward to your response.

Dear Kubo,

Thank you for your patience. We have responded to your email, and you can review our reply.

Dear SpinCity Casino,

Thank you for your response. I appreciate the detailed explanation and the evidence provided. However, I would need further clarification regarding the alleged "scheme" that supposedly indicates a violation of the rules.

While your explanation is thorough, it does not fully clarify the reasons behind the confiscation of the winnings.

Could you please provide a more detailed explanation to help me better understand the situation?

Thank you for your attention to this matter.

Dear Kubo,

We have sent you a clarification by email and would be grateful for your review. 

Dear Kubo,

We have provided you today with the data you requested from us yesterday. Please check your email. 

Dear SpinCity Casino,

Thank you for providing the supporting evidence and for your thorough review and explanation of this case.

Dear Bylik,

Unfortunately, the casino has presented clear evidence demonstrating your intent to misuse the claimed bonuses. The records reveal the use of a practice known as "delaying rounds," which involves intentionally postponing the completion of a game round - such as a slot spin or bet - while using bonus funds. This method aims to unfairly transfer bonus funds to the real balance after fulfilling wagering requirements and is explicitly prohibited under SpinCity Casino’s Terms and Conditions.

This practice undermines fair play and violates the rules, leading to potential consequences such as account restrictions, forfeiture of winnings, or other penalties.

Given these findings, I must reject your complaint.

For future reference, I strongly encourage you to adhere to the casino’s Terms and Conditions and to engage in fair gambling practices. Doing so ensures a smooth gaming experience and protects you from potential penalties or disqualifications.

Thank you for your understanding. While I regret that I couldn’t provide a more favorable resolution in this case, please don’t hesitate to contact our Complaint Resolution Center if you encounter further issues with this or other casinos. We are always here to assist.

Best Regards,

Kubo