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Spicy Spins – Poor business practice

Ruling

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.

Read our Playamo Casino Review.

Player's Complaint

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.

Read the casino review

5 Responses

ThePOGG
Jan 15, 2020

Hi glasgogal - welcome to ThePOGG.com!

As a UK citizen you should only be playing with operators that hold a UKGC license. Spicy Spins do not hold a UKGC license and as such are breaking UK law by accepting your custom.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Specifically which term did the operator quote?

Thanks,

ThePOGG

glasgogal
Jan 16, 2020

thanks for your help.

They said I had placed a bet that was more than my last deposit which is against their terms and conditions.

ThePOGG
Jan 17, 2020

Hi glasgogal,

Are they right?

Thanks,

ThePOGG

ThePOGG
Jan 24, 2020

Hi glasgogal,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
Jan 31, 2020

Hi glasgogal,

If we haven't heard from you by Friday the 7th of February I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

glasgogal consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Spicy Spins
  • Curacao eGaming
  • Alpha Interactive Solutions N.V.

January 14, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.