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Spinia - Account Closure

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Spinia Casino Review.

Player's Complaint

I signed up to Spinia in April 2021. There was a lucrative-seeming promotion I wanted to participate in, so I deposited the required €100 and began on the required wagering, wagering €4020 in €5 spins on a game called Goldilocks. All of this adhered to the terms and conditions - I was careful to adhere to these because I've heard stories about casinos penalising players and confiscating winnings for not doing so. I read the terms and conditions thoroughly. After I had finished betting I had a win of €3410.80 on my account and obviously I was elated. I was so proud and happy. I then set about satisfying all their verification requirements, sending my proof of address, ID, etc, expecting of course them to pay out the win eventually. Then, after going through all that I receive this email on Jan 27th 2022:

Dear player,

The security department was forced to close your account and confiscate your winnings due to the following reason:

VERIFICATION FAILED

As stated in our Terms and Conditions, the player has two weeks to complete the verification:

We are operating by the Terms and Conditions that can be viewed here: https://www.spinia.com/terms-and-conditions

In case if the player refuses to proceed with the verification, or failed to complete it within 2 weeks after the first request has been sent, the casino reserves the right to close the account and confiscate the balance.

Best regards,

Casino Support Team

To be clear, I did not "refuse" to proceed with verification - I was literally doing so. This email came completely out of the blue, *after* I had sent them plenty of documents, and was still willing to send them more. Is this a reasonable excuse for closing an account? I don't think it can be. Can you intervene on my behalf please? They wont listen to me. Please just tell them I am happy to send whatever documents they want / do whatever they want, if there's a reasonable chance of them actually paying me my money!

Read the casino review

5 Responses

User icon
thepogg
April 14, 2022

Hi frankdeliveror - welcome to ThePOGG.com!

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

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.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
thepogg
April 16, 2022

Hi frankdeliveror,

The operator inform us that they have requested that you engage with a Source of Wealth check and a Skype verification call.

Once you have concluded this process please let us know.

Thanks,

ThePOGG

User icon
thepogg
May 14, 2022

Hi frankdeliveror,

Have you completed the verification call?

Thanks,

ThePOGG

User icon
thepogg
May 20, 2022

Hi frankdeliveror,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
May 29, 2022

Hi frankdeliveror,

If we haven't heard from you by Friday the 10th of June I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

frankdeliveror 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

April 13, 2022

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