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Spin Station - Massive Problems
Ruling
Declined - As this complaint involves a self-exclusion issue against a UKGC licenses operator we cannot currently help with this issue.
Read our Spin Station Casino Review.
Player's Complaint
I joined Spin Station following reading a review on this website. However, I noticed that I had been a member of some of their sister casinos. However, I have always been impressed by the casino's and in past few weeks my situation has dramatically changed and I can have an 'entertainment fund'. But to be vigilant I made contact straight away with live chat and had below conversation
[CASINO REP]
Wed, 10/05/16 11:53:53 am Europe/London
Hello [PLAYER]. How are you today? I'm here to assist you.
[PLAYER]
11:54:37 am
hey [CASINO REP] can I please ask that if I make a deposit I do not receive a bonus because I do not want to be hampered by wagering requirements
[CASINO REP]
11:55:16 am
Before you make a deposit you will be able to decline the bonus offer .
If at any stage you see a bonus on your account please contact us straight away before playing with it so we can remove it.
11:56:00 am
[PLAYER]
11:56:08 am
okay cool. I have never had an account with yourselves before but have done with hello and 21 casino is it still okay to join
[CASINO REP]
11:56:25 am
Absolutely.
tennis7878
11:57:02 am
wonderful thanks I had to self exclude from them but I feel much more at ease with my gaming levels now thank you
[CASINO REP]
11:57:35 am
A very warm welcome to Spin Station and good luck.
Duration: 4m 28s
So, having had this transparency I made deposits and started playing. At one stage I was down £7,500 and I wagered nearly £20,000 and my balance is £23,300, however, they excluded me as soon as I was in profit and they have sent me back my deposits and said they are seizing the £3,300 profits saying I was looking to manipulate them!!
Of course, if I had played secretly without being open about my previous exclusion from a sister site then they would be correct, however, I specifically went online to live chat to ask this vital/pivotal question before making a deposit and playing
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Agreement
rafa7878 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:
February 24, 2017
Hi,
Unfortunately there's not going to be anything we can do to help in this instance. As a UKGC Accredited Alternative Dispute Resolution service we have to work within their framework. Further to this, all ADR services have now been told to refer problem gambling complaints to the UKGC directly. That being the case we aren't allowed to engage with this type of complaint.
As such if you want your case reviewed further you’ll need to submit it to the UKGC at this email address [email protected].
You should refer your complaint to the UKGC for general review as to whether license conditions have been upheld. You should be aware that the UKGC is not an ombudsman or complaints service and does not review cases on an individual bases.
If you are seeking financial redress you will have to raise your complaint as a civil matter through the court system.
Sorry we cannot be of more help.
ThePOGG