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Spinia – refuses my withdrawal after meeting terms

Ruling

Resolved - The submitting player has informed us that Spinia Casino have resolved this issue without the need for our intervention.

Read our Spinia Casino Review.

Player's Complaint

Hi,

I have decided to start playing on Spinia, this is a nice way of being in a Casino from home. When I started betting with €100-150 it was fun. I played a few rounds, sometimes I won sometimes I lost.

When I won I withdrew everything and decided to leave it at that.

Today (01/06/2019) I decided to transfer €455 to the casino, my goal was to make a little money and to have a good buffer if it goes wrong.

I won €25 euro within the first 3 wagers, I was happy with that and as always asked for a withdrawal.

This time Spinia refused my withdrawal, I am not used to this because they never do difficult when I play even 2 bets with my €100-150.

So I contacted them and asked them why they do not want to let me withdraw my money, it is because they want me to wager more!

They pointed to their terms which only stats that you have to make 3 wagers with every deposit. I have completed the conditions and just want to receive my money.

After multiple discussions with their support they [EDIT].

Now I am forced to take legal action against this online casino.

Do not use this casino!

Kind regards,

[EDIT]

Read the casino review

3 Responses

ThePOGG
Jun 02, 2019

Hi paulus - welcome to ThePOGG.com!

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Moving on to the details of your case - the term you are referring to would be:

"Money deposited in the Casino must be used for gaming activity. Due to this, all deposits need to be wagered at least three (3) times."

This term is intended to prevent gambling operators being used for money laundering. It will not be set aside. The term does not require 3 bets, it requires your deposit to be wagered 3 times. So, for example, if you deposit €100 you would need to wager at least €300 (3x€100) before you could place a withdrawal. Have you wagered your deposits 3 times?

Thanks,

ThePOGG

Paulus
Jun 02, 2019

Hi ThePOGG,

Spinia made a mistake, they accepted their mistake and paid me today.

Problem is solved, it did take me 4 hours yesterday and 4 colleagues from their support and it was not solved. This morning we finally managed to solve this issue.
The support colleague admitted to holding on to larger somes of money.

You can close this case.

Kind regards,
[EDIT]

ThePOGG
Jun 03, 2019

Hi Paulus,

Thanks for letting us know.

ThePOGG

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Agreement

paulus 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:

  • Spinia
  • Malta Gaming Authority
  • N1 Interactive Ltd

June 1, 2019