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Spinia - Withdraw winnings and close account not possible?

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

Dear ThePogg,

I was playing with a casino and deposited a few thousands climbed up to 30k and then lost it all, deposited another 1k and won 51,600 and I asked them to withdraw all the winnings because I wanted to enjoy the money and also stop gambling completely as I got my loss back. The VIP manager told me it wasn’t yet possible and I needed to place more bets before I could raise my withdrawal limits. In the end I lost everything because they didn’t want to withdraw everything and block my account.

They called me a problem gambler and closed my account (which is good and a bit too late)

I also feel devastated and not understood. I clearly asked them to withdraw all my winnings so that I could close the account. I’m certainly done with online gambling and gambling in general. But it feels like they didn’t listen to my cries. They should protect vulnerable players who ask for help, but they didn’t take me serious.

I have all the emails in their terms it also says that winnings over 40k can be paid out monthly with 20k this month and 20k the next month.

If you win more than €40,000, we reserve the right to divide the pay out into monthly installments of €20,000 until the full amount is paid out.”

But even that wasn’t possible in my situation. She told me that she couldn’t withdraw a larger amount in one time because I should bet more while I already lost 30k before.. But the thing is I explicitly asked for that because I didn’t want to lose the money, I’m a problem gambler with the urge even if I don’t want that’s the biggest reason I wanted them to lock my account and send my winnings.

Greetings,

Read the casino review

3 Responses

User icon
ThePOGG
January 6, 2021

Hi senatus - welcome back!

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.

The Spinia terms relevant to this situation are as follows:

"Maximum withdrawal amount processed to a player is €/$/C$ 4,000 daily, €/$/C$ 10,000 per week and €/$/C$ 40,000 per month, unless otherwise specified in the Terms & Conditions of a specific promotion. Exceptions may be made to players with a higher VIP level, if any, at the Casino’s sole discretion. If you win more than €40,000, we reserve the right to divide the pay out into monthly installments of €20,000 until the full amount is paid out."

Did the operator refuse to pay you out €4k/day with a maximum of €10k/week and €20k/month?

Did you tell the operator you were experiencing problems with your gambling?

Thanks,

ThePOGG

User icon
ThePOGG
January 17, 2021

Hi senatus,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
January 24, 2021

Hi senatus,

If we haven't heard from you by Friday the 5th of February I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

Senatus 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

January 6, 2021

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