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Spin Rider - Refund bets after self closure


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

Read our Spin Rider Casino Review.

Player's Complaint

Spin Rider owned by white hat Games Limited and its affiliate casinos Playzee, jackpot village, miami dice did not control the setting of my selfclosure I have set on white hat games affiliate casinos because I suffer from gambling addiction. Thus, I demand a full refund of all my funds I deposited at casino where I managed to again reopen a new gaming account on 17.12.2020 until my family was prevented from further playing, a total loss of € 4100 to be returned to my account [EDIT].

All my bets on White Hat Games Affiliate casinos should be rejected and all the wins and losses must be cancelled after day 14.10.2020 when I wanted self closure first time on Chat and also mailed [email protected].

I already set after that self closure on other white hat games casinos: jackpot village and miami dice many. Still, they gave to open a new player account at the casino affiliate Spin Rider even if I am called for permanent closure on White Hat Games Limited. At no point have I asked their customer service to unblock me.

14.10.2020 chat didn't even admit via chat self closure even i asked it. After that, I emailed them another request on the same day 14.10.2020: “Now i wanted today permanent self closure via live chat but you didn`t even done that. You said its not awailable. “

And even after that i manage open new accounts on Jackpot village, Miami Dice and Spin Rider.

Read the casino review

5 Responses

User icon
January 20, 2021

Hi jakkehpk,

As we are the ADR for the White Hat Gaming 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 – and the terms of use for our complaint service here -

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.

Before we go any further - asking for a "permenant closure" would not be considered a self-exclusion. To be considered a self-exclusion you need to have clearly informed the operator that you are closing your account due to gambling addiction or alternatively have used the term "self-exclusion".

Secondly, under the MGA licensing systems only apply to the property they are requested at unless you specifically request that they carry over to other properties on the license.

The above being the case, did you make clear that your closure request was due to gambling addiction if so did you ask that this carry over to other properties on the license?

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.



User icon
January 21, 2021 casino messages and mails : 14.10.2020 on chat discussion in english they refused to close my account even i wanted that. I think on that chat i also menttioned i have gaming problem. I dont have copy from that chat discussion but it has been in english. If player want to close account and they refuse to do it is in my opinion big mistake to them.

I ve mailed after that chat 14.10.2020 to they: ”No, you never give answer in 48 hours. You never give raise for withdrawal limit. Now i wanted today permanent self closure via live chat but you didn`t even done that. You said its not awailable”

After that i had chat again in finnish when i wanted again self exclusion but i used finnish language term pelaamisen esto. I dont`t have copy from that neither.

I thought permanent self closure is meaning the same as self exclusion.

Part of my chat talk with them has been made in finnish language and i used finnish term: ”Sulkekaa pelitilini määräämättömäksi ajaksi.” When i replied in mail why i want to close my account. And next mail i answered: ” Ja kiitos naurettavien kotiutusrajonne ja hitaiden kotiutus käsittelyiden jäi Viime viikonloppuna saldona ollut 2250€ kotiuttamatta Ja ehdin vielä 2000€ tallettamaan tänään”

After that mail they should know or even ask if i have gambling problem because there i made clear i have lost all my money because of their stupid withdraw limits i didn`t get my money out before i played them all. I didn`t got any response to that mail.

Jackpot village i closed in nowember 2020 my account via chat discussion and i dont have copy from that.

Miami dice also i closed my account in december 2020 via chat discussion.

After that they manage to open spin rider account

Where i lost again plenty of money.

User icon
January 21, 2021

And finnish term for self exclusion should be ”pelaamisen esto” which i have used in finnish language chat discussion in chat discussions on white hat gaming operators.

User icon
February 4, 2021

I`ve got message 30.1.2021 from Spin Rider Coplaint`s team and here is the best part of their message:

”However, we note that the interaction you had on 14th October 2020 falls below the standard we expect from our support staff. We can confirm that the necessary training has since been provided in this regard, in accordance with our internal processes, to avoid such circumstances in future.

Therefore, in consideration of our support staff’s level of assistance and subsequent lack of clarity on this occasion, we propose to offer you a refund of the €4,100, which represents the total deposits made on your Spin Rider account. Kindly note that this offer is on the basis that we make no admission of liability and this would be considered full and final settlement of any complaints and claims you may have in respect of your accounts.

Upon confirmation that you accept the offer and further agree the matter to be closed, the funds will then be processed to your registered payment method.

We look forward to hearing back from you.”

I accepted their offer and now waiting their reply.

User icon
February 7, 2021

Hi jakkehpk,

Thanks for letting us know - it is appreciated!


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jakkehpk 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:

  • Spin Rider
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

January 20, 2021

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