Android Phone

iPad

iPhone

Windows

Bulgarian Lev

Bahraini Dinar

Canadian Dollar

Chinese Yuan

Czech Republic Koruna

Danish Krone

Euro

British Pound Sterling

Georgian Lari

Croatian Kuna

Indian Rupee

Icelandic Króna

Kuwaiti Dinar

Mexican Peso

Nigerian Naira

Norwegian Krone

New Zealand Dollar

Peruvian Nuevo Sol

Polish Zloty

US Dollar

South African Rand

iSoftBet

Microgaming

NetEnt

Oryx Gaming

Play'n Go

Pragmatic Play

QuickSpin

Red Tiger Gaming

Relax Gaming

Skywind

Yggdrasil Gaming

Blackjack

Baccarat

Roulette

UKGC

Spinit Casino

Astropay

Bank Transfer

Boku

Easy EFT

Ecobanq

Euteller

Giropay

Idebit

Instadebit

Interac

Jeton

Maestro

Master Card

Neteller

Paypal

Paysafecard

Rapidtransfer

Skrill

Sofort

Trustly

VISA

Email

FAQ section

Phone

Hi rafa7878 - welcome to ThePOGG.com!

While we'll be happy to look into this issue for you, I do have to give some feedback that may not make you entirely happy.

Your complaint is obviously very serious. It relates to a large sum of money and a technical error with a game. Unfortunately this type of error is rarely resolved quickly. I understand that this will be very frustrating for you, through no error of your own you've suffered a significant financial loss and no-one is giving you the answer you want to hear immediately.

The reality of a situation like this one is that progress is going to be slow. Firstly the game error has to be verified in house, then if the operator sees a potential issue they have to contact their platform provider, EveryMatrix. In my opinion, the parties are not at this stage "blaming" each other. EveryMatrix as a standard will not talk directly to players. A lot of the time they will not talk directly to us. Their standard procedure is to direct everyone back to the involved operator. So the operator will deal with EveryMatrix and the player will deal with the operator. Until EveryMatrix actually conclude their investigation the operator won't be able to do anything.

Worse than this though, EveryMatrix do not create the games they provide themselves. They buy games in from a large number of 3rd party providers. So once EveryMatrix have reviewed the issue, if they conclude that something has happened, they will then need to contact the software provider who will need to conduct their own investigation.

The operator may want to move quickly to ensure a happy player, and by the sounds of things you're the type of player they'd want to keep, but EveryMatrix and the software provider don't have the same incentive and will likely take a slow and measured approach to any investigation.

The short of the above is that while I entirely understand your frustration, I don't see it as unusual that this situation is taking a while to resolve.

I would also compliment you on the polite and respectful manner in which you've managed your dialogue with the operator during this issue. I wish more players would show such restraint.

I'll contact the operator and see what I can find out for you.

Thanks,

ThePOGG

Hi rafa7878,

In response to your email, yes I have managed to establish a line of communication with the right individual to discuss your issue at SpinIt casino. I don't yet have any useful information, but will continue to pursue this.

Thanks,

ThePOGG

Hi rafa7878,

I just wanted to quickly update you on this issue. I have been pursuing it with SpinIt weekly. While we're still waiting on a response from their platform provider EveryMatrix, I can provide you with information regarding the hand that their system has record.

They see you as having been dealt a 6 of Diamonds and a Queen of clubs for a total of 16. The dealer was dealt a 9 of Spades and a 9 of Diamonds for a total of 18. 

I'll keep you updated as more information becomes available.

Thanks,

ThePOGG

Dear ThePOGG,

Many thanks for your continued hard work and endevours. Yes, indeed, that is the correct 'bugged' hand that I am referring to and hopefully you will next be disclosed or shown the footage that the Spinit Casino Manager [EDIT] saw which shows me receiving no options of hit or stand or double etc, instead I received completely blank screen.

Thanks again and I am grateful for your hard toil in reaching the truth,

Best,

Marc

Hi rafa7878,

I've got some good news for you. While the investigation into this round has not turned up any specific errors that can be viewed via logs, they have confirmed that because the system didn't detect any instruction for you (Hit/Stand/Double etc) the 'auto-stand' system kicked in. That being the case, Evolution gaming reviewed what would have happened if you had hit. The consequences would have been that you would have received a 2 of spades, giving you a total of 18 and causing the hand to push.

As no error was detected the operator isn't obliged to correct this, however, as there was an auto-stand Evolution Gaming has in this case decided, as a good-will gesture, to assume that you hit the hand causing the push. As such Evolution gaming will refund your wager. 

Having reviewed the your account balance, £4750 has been returned to you. Having reviewed the hand history, you should technically only have received £4250 as the Perfect Pairs and 21+3 wagers would have lost regardless of any action you could have taken. As such I hope you'll be extra happy.

If you could log into your account, confirm receipt of the funds and confirm when you've withdrawn and received them I'd appreciate it. If you decide to play instead of withdraw it would also be good to know.

Thanks,

ThePOGG

Dear Mr POGG,

I cannot even begin to articulate how grateful and impressed I am. This is fantastic news. I have logged in and can confirm the funds are there. I tried to withdraw but it did not allow and I have contacted customer services. They say person dealing with it is unavailable but it will be resolved. I am trying to stay positive. The live chat I just had with them is.


 
E-mail: [EDIT] 

Name: [EDIT] 


 
[EDIT] 
Fri, 02/17/17 04:16:42 pm Europe/London 

 

Hello spinner, how can I assist you today? 
  

 
 
 
 
 
[EDIT]
04:16:49 pm 

 

Hey [EDIT] 
  
Good Afternoon 

Fortunately, a disputed hand has now been resolved and money returned to my account, this has been going on since November 
04:17:31 pm 
However, I am trying to withdraw the funds and it is saying to contact customer support 
04:18:01 pm 


 
[EDIT]
04:18:12 pm 

 

May I have your username please and I will check? 
  
[EDIT] 
04:18:20 pm 

[EDIT] 
  
i can see the money in my Spinit account £4,750 
 
[EDIT] 
04:19:01 pm 

hi 
  
how may I help you? 
 
[EDIT] 
04:19:24 pm 

can u read above [EDIT] 
  
[EDIT] 
04:19:28 pm 
sure 
  
[EDIT] 
04:19:54 pm 

its not letting me withdraw 
  
saying contact customer services!! 
04:20:05 pm 
once i withdraw and have money in my account i will also be removing all negative forum posts that have been submitted since my problems in November 
04:21:20 pm 
it has been resolved fairly which i appreciate ad now all i want are the funds back and meand an amicable finish 
04:22:08 pm 


[EDIT] 
04:22:51 pm 

please send me a screenshot of what you see when you try to make the withdrawal 
  
forget it 
04:23:01 pm 
i know the problem 

stay with me on chat 

[EDIT] 
04:23:30 pm 

 

cool thank you will do and thanks for your time and effort [EDIT] 
  
[EDIT] 
04:24:03 pm 


i told you we will resolve things amicably 
  


[EDIT] 
04:24:30 pm 

yes....took a while.......and some stress...i was just so upset that i to 
  
told truth and felt no one was listening 

but yes its great feeling to be resolved 

but my finances also change and another baby expected in August so i will not be gaming online but i will be wishing Spinit every success and writing/updating my issue as resolved 
04:25:53 pm 
 
[EDIT] 
04:26:08 pm 
 

The person dealing with this matters is not presently available 
  
give me an hour or two and I will email you 

or you prefer me to call you? 
[EDIT] 
04:27:23 pm 

no thank you my wife and i are going out as i was away on business on Tuesday(Valentines) so i taking her out she deserves it 
 
[EDIT] 
04:27:30 pm 


what a softy you are !! 
  
very nice 
 
[EDIT] 
04:27:52 pm 

 

Can you kindly email me and can you arrange for the £4,750 to be manually withdrawn to me? 
  
i am a softy and my wife is amazing lady 
04:28:06 pm 

 
[EDIT] 
04:28:24 pm 

I cannot move funds in your account, I will be updating you when withdrawal restrictions are removed 
  
great 

macdonalds or KFC? 

[EDIT] 
04:28:59 pm 

he he sushi and theatre 
 
 
[EDIT] 
04:29:03 pm 

very nice 
  
[EDIT] 
04:29:07 pm 

my mum coming to babysit the kids 
  
[EDIT] 
04:29:14 pm 

what an operator !!! 
  
I can't even go down the pub with 2 kids !! 

[EDIT] 
04:29:45 pm 

so can you kindly confirm this will be resolved later as i need to update the people who resolved so they can close the case 
  
[EDIT] 
04:29:54 pm 

yes of course, I will be handling this 
  
and I will update you as soon as I have news 
04:30:03 pm 

[EDIT] 
04:30:30 pm 

okay fantastic thank you and looking forward to hearing from you 
 
[EDIT] 
04:30:35 pm 

you will 
  
[EDIT] 
04:30:37 pm 

have an enjoyable evening 
  
[EDIT] 
04:30:42 pm 

you too 
  

Duration: 14m 7s 

Chat started on: hxxps://www.spinit.com/en-gb#help 

So MrPOGG that is current situation, however, I really hope to update you with positive news over the weekend because the VIP Manager did seem genuine and kind.

Than you again to The POGG and its incredible work,

Truly fantastic,

Sincerely,

[EDIT]

Hi rafa7878,

No problem - that's what we're here for.

Have you managed to get the withdrawal issue resolved over the weekend?

Thanks,

ThePOGG

Hello Mr POGG

Good Afternoon. I seem to now be getting somewhere and Spinit say they will start to process the withdrawals. I will confirm when the funds hit my account.

NONE of this would have been possible without the work and commitment of ThePOGG

Thank you so much,

Rafa7878

Mr POGG,

First of three withdrawals has hit my account today so ThePOGG and Spinit Casino have both been fantastic.

The case is now closed and resolved with my thanks and praise to both parties,

Best,

Rafa7878

Hi rafa7878,

Thanks for letting us know you've received your payment!

ThePOGG

After a long verification investigation Evolution Gaming has decided to refund the player's stake as there was an auto-stand.

Dear The Pogg,
 
 
 Just over a month ago I joined Spinit Casino, played on their site and the graphics and streaming were fine until I upped my stake and wagered £4,750 on a hand of blackjack. I never saw cards being dealt, was not offered to hit,stand, split or double and a few seconds later see account had been docked the money. I came out of that game and then went into history and saw the hand had occurred without me witnessing !! I contacted Spinit live chat who put me through to VIP Manager [EDIT] who was excellent in investigating hand and seeing there was a fault. The important parts of my chat log are copied below as evidence.
 
 [EDIT]
 04:40:20 pm
 
 could you let me know the time and game when this issue occurred?
  
 [EDIT]
 04:40:45 pm
 let me see if i can find in my history
  
 [EDIT]
 04:40:57 pm
 ok
  
 [EDIT]
 04:41:47 pm
 
 yeap game number 16.18.47
 
 dealer apparently [EDIT]
 bets got accepted but no selection to hit and i then saw at bottom of screen that hand had played out and lost
 
 
 [EDIT]
 05:18:25 pm
 
 regarding game 16.18.47
 
 
 [EDIT]
 05:19:31 pm
 yes phew can you see what i mean now ?
  
 [EDIT]
 05:20:12 pm
 yes totally !
 
 [EDIT]
 05:21:10 pm
 it is usually very good, then again, once in a while a bug can happen
  
 So as you can see Saturday 19th of November I had written confirmation from Manager that she had seen this herself. I was hoping to hear back but 4-5 hours passed with nothing so I came back to live chat
 
 
 [EDIT]
 Sat, 11/19/16 07:48:22 pm Europe/London
 
 Hello spinner, how can I assist you today?
  
 [EDIT]
 07:48:41 pm
 Hello [EDIT], kindly pass me over to [EDIT] VIP Manager
  
 [EDIT]
 07:48:43 pm
 One moment, please
 
 Sure
 
 [EDIT]
 07:49:07 pm
 Hi again
 
 [EDIT]
 07:51:39 pm
 I am afraid it will not be sorted tonight, our developer will look into it tonight or tomorrow morning at the latest
 
 [EDIT]
 08:10:14 pm
 this is turning into nightmare
  
 [EDIT]
 08:10:21 pm
 I am so sorry about this
  
 I assure you that it will be sorted tomorrow morning
 
 So, unfortunate, I went to bed on Saturday 19th happy that Spinit Management had seen/confirmed the 'bug' but upset not resolved. Then the next day shock waves start to flow
 
 [EDIT]
 I am so sorry  but it seems the issue will not be sorted soon
 
 [EDIT]
 Oh!! Did you show them what you saw?
 
 [EDIT]
 Nobody looked into it yet. I wish I could have done more
 
 [EDIT]
 I don't understand I thought you said all bodies in today so I have waited until Sunday lunchtime thought it would be done as a priority
 
 [EDIT]
 Yes everybody buit nobody looked at it yet also just you know your cash back won't real money it was a istake on my side it will be a bonus
 
 [EDIT]
 What on earth is going on are you the same VIP Manager as yesterday
 
 So by now I was starting to really be visibly upset(according to wife) and since then I have been in chats with a [EDIT] (Senior Manager) and a [EDIT] and a [EDIT] and a [EDIT] all telling me to wait and be patient and result will benefit me. However, my patience by Tuesday wearing thin and then I was told EveryMatrix are responsible for resolution and basically Spinit fobbed off to them. But days keep going past I cannot physically upload all the miscommunication and chat logs because I want to keep the complaint compact to just the 'technical glitch/bug).
 
 Today(Friday 25th) I went onto live chat but they said
 
 
  
 [EDIT]
 Fri, 11/25/16 09:17:21 am Europe/London
 
 Hello spinner, how can I assist you today?
  
 [EDIT]
 09:17:45 am
 
 Hey [EDIT] kindly forward me to [EDIT] or [EDIT]
 
 [EDIT]
 09:19:15 am
 
 Good morning [EDIT]
 how are you?
 
 What can I do for you?
 
 [EDIT]
 09:19:29 am
 
 Hello good and u?
  
 Is [EDIT] or [EDIT] there?
 
 [EDIT]
 09:21:29 am
 
 no, I believe on Monday back
  
 May I assist you?
 
 [EDIT]
 09:22:07 am
 
 There must now be an answer to resolution
  
 Cos I spoke with Every matrix and they said it's up to me to deal with yourselves
 09:23:07 am
 
 [EDIT]
 09:24:30 am
 There are still no results regarding your request [EDIT]
  
 Please be a little patient and I am sure the case will come finally to a good resolution
 09:25:11 am
 
 [EDIT]
 09:25:19 am
 I didn't make a request
 
 [EDIT]
 09:25:35 am
 I know, but I regret that I don't have no other information till now
 
 [EDIT]
 09:26:16 am
 
 Simply investigating a situation that Spinit VIP team looked at confirmed was a bugged game but a week on nothing
  
 [EDIT]
 09:26:39 am
 
 sorry for inconvenience, but for no I am not able to give you another information than this
 
 [EDIT]
 09:28:28 am
 
 I gave [EDIT] the few days he asked for he and [EDIT] lied about a bonus Ask gamblers said I should make a complaintrip based on my review so things are more official and that other Internet users are aware of Spinit problems so with regret I will need to do that because my heart and head cannot take waiting until Monday and then to find out still no answer
  
 [EDIT]
 09:28:43 am
 
 I am sure it was not a case of not being honest. I would recommend in this case to talk personal with the relevant person to get a better understanding about the communication between you. This will be sorted out at least on the spot, I am very sure
  
 [EDIT]
 09:30:48 am
 
 Tried that but no one contacted me or answered me I have proof of a few emails I sent to VIP email address plus chats but heard nothing. Plus you don't offer phone support so we have reached end of road and I feel humiliated that I gave you guys a whole week
  
 [EDIT]
 09:31:13 am
 
 I understand you [EDIT], and I don't want you to get to disturb your heart and head with waiting for the result. But if you may trust me a bit, I know for sure that in almost all of the cases, what took a bit longer, it came out with a satisfying result
 
 [EDIT]
 09:34:32 am
 I will make time today to send official complaint via the relevant websites and authorities . I spoke briefly to a solicitor last night and now I have seen no news and [EDIT] not contactable until at least Monday it's time for me to act. Please inform VIP and management team to now cease communication with me and to simply respond to the Complaints Panel of the bodies/authorities that I write to. I think it is best and fairest way that i ask request officially for this
  
 [EDIT]
 09:39:10 am
 
 [EDIT] as head of the VIP department is always busy with essential cases and your case has such a high priority if [EDIT] is dealing with it already. But I ask you again to be a bit more patient and not to press answers on the spot that can't be given
 
 Your case is yet in proceedings and after all what was done till now close to its conclusion stage. In this situation I have no basis to do more for you immediately [EDIT], I hope you understand
 
 So, ultimately, having given them a full 4 weeks and had various broken promises etc, I think it is vigilant to bring this issue to the attention of any future customers. 4 weeks ago i was EXPECTING to resolve, now I am relegated to hoping that Spinit and EveryMatrix Management(Spinit blame EveryMatrix) have the humility and sincerity to act fairly.
 
 I have plenty of other chat logs where Spinit VIP Management are scathing of each other plus many contradicting stories and I can further provide these chat logs but feel 'less is more' and there is already the compelling evidence above as to what a farce is going on with Spinit and EveryMatrix.
 
 I have an outstanding complaint logged with them and of course, to be fair, if I do hear anything back from them I will revert back to you ASAP, however, for now I would definitely not give your much sought after POGG seal of approval,
 

Spinit Casino - Admit Seeing 'Bugged' Hand But Blame EveryMatrix

To submit an online gambling complaint, register a new account or log in.

Create account

Log in

Got a complaint about a gambling site?

Casino Review Site Logo

Log out

Account

Title

Complaint Details

Posted By

Disputed amount

Date raised

Date closed

Player’s Complaint

To protect the privacy of our users, all personally identifiable information has been redacted. If you see anything we've missed contact us at complaints@casinoreviews.com.

Player's Complaint

Player Complaint Responses

Complaint Title

This complaint may have been archived. If you are looking for information about your complaint, please contact us at complaints@casinoreviews.com