Spicy Spins – Poor business practice
Found for the Casino - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they did exceed the maximum allowed bet.
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I joined Spicy Spins and made some deposits. Their support of problem gambling seems very poor, there is no facility to set a deposit limit or have a time out or even self exclude unless you email them and await for a response which can take days, not ideal. I made a serious of deposits and my final deposit was for 20 euros, I won over 4000 euros but recognised that would not been paid out so I made a withdrawal request for a reasonable 500 euros and played through the remainder of my winnings.
I made the withdrawal on the Friday, on Saturday I received a catalogue of documentation requests from their finance department which included copies of bank card, copies of utility bill, completion of banking document and also a copy of my bank statement. So I managed to get everything together and sent over on Sunday morning by which I am 2 days into withdrawal process and my 500 euros is still reversible to play.
So I contacted their support team via email and asked that they can disable the reverse withdrawal facility on my account a facility which most reputable sites offer but on Monday I received a response to inform me this was not possible, I then responded on Monday to ask for a short time out until my withdrawal had been processed, I am still awaiting a response today (Wednesday).
When I logged in again this morning (Wednesday) I noticed that my balance was 20 euros and upon checking my withdrawal for 500 euros has been cancelled.
I had not received any correspondence from them explaining so I contacted them via virtual helpdesk and I was informed that as I had placed bets that represented more than my initial deposit then all winnings were confiscated.
I asked the operator to explain more details and he repeatedly posted the terms and conditions.
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