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Spinia - casino refuse to cash out

Ruling

Resolved - Both the submitting complainant and Spinia Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Spinia Casino Review.

Player's Complaint

Spinia refuse to cash out €250, because they say that I play with two accounts.

I have one Spinia account that is active. I registered this account a few days after an ealier account was disabled by Spinia. The data of that disabled account had some wrong data, because I was worried about the pivacy of my data. Disabling of that old account cost me €200 but I accepted that.

So I never had two accounts to play with at the same time. With the first account I can’t log in.

With this new account I did some deposit and won some money but cash out was a problem. Every time (12) I received disapprovals without reason. When I contacted suppot I always got one reason of disapproval (from no pdf, corner not visible, no scan, background foto may not be white etc.) They didn’t give an overview of all the demands that for approval. Deposit is easy, cash out is surrended by a big wall.

In a ticket #AF9YY I explained that I had troubles to get approval for the documents of proof for my new account. In that ticket I also told that I had a disabled account. At the end the supportteam helped me good and I got approval for cash out. Support didn’t give me a warning about having two accounts (the one disabled by Spinia and the new one. Spinia did two cash out fort hat account.

But the third cash out €250 was again disapproved by Spinia:

“Dear Player,

During the security check, we found out that your account has a duplicate. Please note that it is only allowed to have one account per player/IP/device with or without bonuses. You have breached this rule. Therefore, the decision was made to close your account. You are left with the last deposit amount that you need to make a withdrawal. After that account will be closed. The decision was made by the casino's management and it is final. Best regards, Casino Support Team”

Why suddenly Spinia changes the rules for the third cash out?

1. I didn't have two active account on the same moment. When I registered the second account the first was already disabled by Spinia and so useless for me.

2. Spinia helped with my with the approval of documents from my second account while they did know that I had a disabled first account and they didn’t give any warning.

3. Earlier requests for cash out have been approved by Spinia.

Therefore I don’t this proces isn’t don’t propaly. I’ve contacted Spinia and asked them for a good explanation but they refuse to give a good answer and only repeat that the decision that is made by the casino's management is final.

Best regards

Read the casino review

7 Responses

User icon
ThePOGG
April 22, 2020

Hi bettehan - 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.

I'll contact the operator and see what we can find out for you, but I do need to be clear that you have broken terms and conditions. The terms do not prohibit having more than one "active" account, they prohibit absolutely having more than one account regardless of status.

Thanks,

ThePOGG

User icon
bettehan
April 23, 2020

Thank you for the reply. I wasn't aware of the fact that you may not have more than one account regardless of status. In a ticket (#AF9YY) that was made for my active account (I had troubles with getting approval for my documents) I told Spinia I had already a disable account. In the reply they didn't get a warning from Spinia that this is forbidden. No, on the contrary they helped me to get approve for my document for my active account. So, here is a big omission in the process. I blame Spinia for that. At least I got two cash outs. So I was very convinced that everything was alright, otherwise I hadn't do several desposits. If I knew that having a unable account and having an active account is forbidden I would have stopped playing immediatly. Waste of money! So I think SPinia should have warned me immediatly and I think the last request for cash out €250 must be done by Spinia. Best regards [EDIT]

User icon
bettehan
April 23, 2020

The sentence above "In the reply they didn't get a warning from Spinia that this is forbidden" must be "In the reply I didn't get a warning from Spinia that this is forbidden"

User icon
bettehan
April 23, 2020

Spinia should have warned me immediatly.

The demands Spinia used for the approval for the first two cash outs (I got approval) were not the same as for the third cash out (not approved) while the conditions were the same.

After the second cash out (approved) I did sevaral deposits (totally €270). So returning my last deposit of €30 instead cashing out €250 isn't an option for me.

User icon
bettehan
April 27, 2020

At the end, Spinia agreed that they made a mistake. Money is payed by Spinia.So issue is resolved.

This is the message that was sent:

Dear @BETTEHAN,

Thank you for your propper explanation of the case.

We have checked the communication with the support and emails and we found that your confiscation was unfair.

Due to that, we have restored your balance and reopened your account.

We are sorry for the inconvenience caused.

Kind regards,

Spinia.

User icon
bettehan
April 27, 2020

Thanks for youe effort.

User icon
ThePOGG
April 28, 2020

Hi bettehan,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

bettehan 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 22, 2020

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