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.
Read our SpinUp Casino Review.
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.
Read the casino review
Leave a Reply
You must be
to post a comment.