Spin Samurai - Non payment winnings

Hi Lol3133 - welcome to ThePOGG.com.

Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

During verification it is standard practice to require players to provide government issued photo ID. You would need to provide this before we could assist you.

Costs for passports/ID cards do vary from state to state, but a passport should cost around $120 CAD or you could get an ID card from around $40 CAD.

Let us know once you have provided this and we will follow-up with the operator on your behalf.

Thanks,

ThePOGG

Hello

I underst and this, however my concern ia that i was paid out on two prior occasions without providing a photo id. I provided them with my birth certificate, my health card with current address, my most currant bank statement with my full name address as well as my banks address as well as my visa/debit card front and back with my signature that i used to deposit as well as receive the previous cashouts from same casino. I also submitted documentation of my deposits to their casino using my banks mobile app as well as emails from gigadat confirming the casino paying out winnings into my account.

The issue ia not that i am disagreeing with their request for an id card, the issue is that if that is the policy, why was it not followed for the two prior cashouts? There was no request made for me to provide further documentation than what had already been submitted UNTIL i had made multiple deposits into the casino and then had winnings that i requested to cashout and was denied. When i disouted this with them the answer was that those first two cashouts were 'courtesy cashouts'. Perhaps this courtesy cashout is part of their policy and is written in their terms and conditions but they have not provided with me a copy of these terms and conditions as i requested so its unknown to me if courtesy cashouts are indeed part of their operating procedures. However it seems like a rather ambiguous way of doing business and i fail to understand how they determine when a courtesy cashout is suitable and what the criteria is to determine its implementation.

It seems to me that without being informed after the 2nd cashout and BEFORE i made any further deposits into their casino, that my decision to continue gambling at their casino was a decision made on misinformation. Nothing had changed in that i still did not have a photo id card, but i had no reason to think that there would be an issue as it seemed that they had accepted what i had submitted as documentation as they had approved the 2 previous cashouts. Because i was not informed that they were going to decline further cashouts with the documentation i had provided i made multiple deposits until this dispute arose.

Obviously had they been clear that i would be declined in future without providing the photo id i would have simply not deposited any more money with them as it would be a ridiculous exercise in futility as i still do not have this photo id therefore i would know that i would never be able to collect any winnings.

Im not disputing the requirement for the photo id. Im disputing the inconsistent policy management and their failure to inform me that by paying out previously did not mean that my documentation and identity had actually been validated, which i believe was a reasonable assumption on my part. Because of this i believe that my deposits were done in good faith and that the casino did not allow me to make an informed decision which has resulted in either my loss of all the deposits since the 2nd cashout or the loss of the 3rd cashout of winnings they declined.

It seems that they must refund the deposits made after that 2nd cashout or pay out the winnings i had requested. Are they not responsible for adhering to their own terms and conditions? Is there no requirement for them to inform clients if they choose to change the way they implement a policy particularly if it leads to the client depositing money into a gambling situation that would result in the inability to collect any winnings fro those deposits?

I am in the process of applying for the gov of MANITOBA photo id card however i dont believe that i will receive this photo id card within the time frame of the casinos kyc policy which would result in the loss of the winnings anyway.

Unfortunately i am in the midst of replacing all my id as everything was stolen. It is difficult to replace these documents. i only just obtained my replacement birth certificate after an extended wait of 4months and a fee of 35$. Now that i have this document i have begun the application for the mb id card and upon that being approved and issued i can then begin the lengthy process of replacing my stolen passport.

Hi Lol3113,

Previous cashouts have no bearing on this issue. Verification is not a one time thing. It is an ongoing process that requires additional steps and time passes and new information comes to light. Different requirements will come into force at different points.

And as previously stated - it is effectively universally standard across the industry to require valid government issued photo ID to fully verify an account. This is not an abnormal requirement.

We will contact the operator and raise the issue of the verification timeline, but you will need to provide this document before any payout will be made.

Thanks,

ThePOGG

thank you for your response

again, im not disputing the policy requiring the photo id.

my problem is that having been approved for the two prior cashouts approved with the documentation i had provided them, and with no further communication from them informing me that my account was not actually validated but instead i had been paid out because i was given a courtesy cash out and that this would not apply for any future winnings and that i would indeed still need to submit the pic id. However this was not done. wich is why i mistakenly thought that my account was validated with the documents i had submitted.

i was only notified that i had only received the previous cashouts as a courtesy cashout after the 2nd payout and after multiple deposits into the casino and was only apprised of the problem when i attempted the 3rd cashout.

my dispute is that i would not have continued to pay into and gamble with their casino as i still did not have the pic id and would have been awasre that i would not have any chance of cashing in any possible future winnings.

i still maintain that the previous cashout does have amerit in determining the outcome of this dispute simply becasue of te timing of the explainiation of courtesy casbouts being used rather than actual account verification. it was information that would have resulted in my not deposting any further funds into the casino.

Hi Lol3113,

As already explained, verification is not a one-off. The requirements can and will change as time progresses. Being able to provide basic identification documents, which the majority of the people have readily available, when conducting financial transaction, is not something that is either unreasonable to expect or something that we would contest for you.

You will need to provide the relevant documentation before there is anything we can do to assist you.

ThePOGG

Hi Lol3113,

The operator has confirmed that they are happy to simply suspend the account, leaving the balance intact, until such time as you can provide the necessary documentation.

Thanks,

ThePOGG

thank you for your assistance

thank you for your assistance

Hi Lol3113,

Have you managed to obtain an ID Card?

Thanks,

ThePOGG

Hi Lol3113,

I'm following-up on the above?

Thanks,

ThePOGG

Hi Lol3113,

I'm following-up on the above again?

Thanks,

ThePOGG

Hi Lol3113,

If we haven't heard from you by Friday the 4th of February I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG