SpinUp – Refund request denied despite self-exclusion in place
Resolved - Both the submitting complainant and SpinUp Casino have informed us that this issue has been resolved and the player has received their funds.
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On Thursday 6th February 2020, Spinup casino sent me a text message (SMS) to invite me to open an account. They allowed me to register an account. I immediately went to online chat and asked if I was allowed to play at their casino and I was told that there was no problem.
I subsequently deposited and played through 140 euros of my money (I used a UK debit card and was charged in GBP)
A few days later I went to online chat and I was asked if I was self-excluded from Napoli casino. It happens that I am. I did not realise this was their sister site. I am disappointed that when I registered my account with Spinup the other day, they did not bring this to my attention. Had I known that Napoli was their sister site, I would most certainly not have registered an account with Spinup.
I requested a refund from Spinup which they have refused saying that I am trying to commit fraud - which I most certainly am not. I believe that they should not have allowed me to open an account with the, if I already had an exclusion in place. They certainly shouldn’t be sending promotional text messages out to problem gamblers, this is terrible practice don’t you think? I am also registered with Gamstop.
Please can you intervene to help me with this complaint?
Thank you in advance.
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