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Spinurai - Casino unfair verification process, stalling payment of 20687 NOK

Ruling

Found for the Casino - This player has sought to misrepresent the source of their funds during the verification process and been unable to demonstrate they are they own the funds.

Read our Spinurai Casino Review.

Player's Complaint

I created account at Spinurai.com February 11th. I deposited 2000 NOK for the welcome bonus, wagered it, and attempted withdrawal of 20 687 NOK the same day. The withdrawal was cancelled because I needed to send documents. I sent them proof of ID, adress and of deposit (e-wallet). On feb 15th my documents were approved and I attempted withdrawal again. Later the same day I got a strange e-mail that could only be from Spinurai, but looked more like som spam since it did not say anywhere that this actually was from Spinurai. Since I was insecure of how to provide this document I just emailed it to [email protected]

On the 19th February I still had not recieved any answer so I turned to chat. I was then asked to reply to that shady email with the document, which I did. When that was done they asked for more documents (Selfie ID, with note). I provided this later the same day. Even later the same day I went to chat to see if they got the document and to make sure all was good for my withdrawal. They then asked for another document that I feel really offended about - the same document as above, but me blinking with my right eye. I felt that I sent all the documents this casino needed to verify my identity, so I hesitated sending. I asked if they could guarantee that this was the last document I needed to send, but they just said that they could ask me for additional documents at any time. I just felt harrased.

On March 4th I decided to send them the new document anyways, so I did. I turned to live chat again and after the document was verified I was asked to send new documents showing proof of deposit to Spinurai and how my Ecopayz account was funded. I had some winnings on another casino the day before the deposit to Spinurai (from MrGreen) and that was the money I used for depositing at Spinurai. So I sent them proof of the withdrawal from that casino and also the proof of deposit to Spinurai. I sent both screen and PDF. The only feedback I got from Spinurai after sending these documents is that they are replying me asking for the same documents again. I don't have any payslips or some sold property or anything. I just have these winnings from the other casino to show, but surely I am allowed to play at Spinurai even though I don't have a job?

I had no faith that they will ever send me my winnings. They will just keep asking for document after document until I give up.This process is just ridiculous from the casino.

Surely the casino can't do this to me anymore? With the documents I already provided they have more than enough to verify me and send me my winnings. Please help me out here. I am e-mailing all documents I have sent them and also parts from the e-mail conversation.

Best regards

Read the casino review

7 Responses

User icon
ThePOGG
March 24, 2021

Hi pmdm99 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

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.

What you are being asked to engage with is a standard Source of Wealth check that is required any time the operator has concerns that the person operating the account may not be the person named on the account or may not be the legal owner of the funds put into play.

You will need to demonstrate to the operator where your funds came from before we can do anything to assist you. That means that if your deposit was rolled over from a deposit with another operator, you will need to show where the funds came from that you used at the other operator.

Once you have done this let me know and I'll reach out to the operator on your behalf.

Thanks,

ThePOGG

User icon
pmdm99
March 25, 2021

What if it was just free spins winnings? How am I supposed to demonstrate then? I never deposited anything from my bank account to my Ecopayz account? I am sorry but this is not easy. I don't have any salary, just casino winnings.

User icon
ThePOGG
March 28, 2021

Hi pmdm99,

You are still going to claim that your funds have been entirely derived from free spins winnings you are still going to have to demonstrate this by showing the first transfers to your Ecopayz account coming from a casino operator and requesting your promotional history from that operator to confirm that said payment was derived from a no deposit promotion.

It should then be straightforward to walk the operator through how these funds were recycled through other operators to obtain the balance that you ultimately deposited to Spinurai.

Thanks,

ThePOGG

User icon
pmdm99
March 30, 2021

I saw now that the free spins promotional offer was activated because of previous real money deposit, so that won't help then. I sold a flat screen TV and some HiFi speakers to a friend. He wanted to pay with Ecopayz so he sent me money on february 3. A part of that was deposited to the casino, so with your logic I guess you can say that my deposit to Spinurai initially came from the transfer I recieved february 3. I am sending screenshot of the transaction by email.

User icon
ThePOGG
April 4, 2021

Hi pmdm99,

To be clear - your claim previously was that no money was ever deposited into your account, that the balance was derived entirely from winnings from a no deposit bonus. However, you are now saying that you had effectively 'forgotten' that you sold 20k NOK worth of electronics 2 months ago and that these funds were actually deposited to your EcoPayz account and this was in fact the source of the funds in your Ecopayz account.

That is a remarkable slip in recollection. Ordinarily, people do not tend to forget incoming payments of such a significant size. Certainly not in the space of only a couple of months. Nor do they misremember a significant win, or series of wins, that never actually occurred that would account for these extra funds they had forgotten from the sale of assets.

This is a significant asset sale. I assume you will have receipts or some other proof of the transaction engaged between you and your friend. You will need to forward the document you sent us alongside some proof of sale to the operator.

Once you have done so, let us know and we will follow-up with the operator.

Thanks,

ThePOGG

User icon
pmdm99
April 4, 2021

Look, I never claimed that I forgot that. I just did not believe it was necessary to bring that into the equation. Also with you writing: "the operator has concerns that the person operating the account may not be the person named on the account or may not be the legal owner of the funds put into play", I believed that this might look bad for me because you could make assumptions about it. But since we had to go back to how I got money into my Ecopayz from the start I had to send it. It is what is is.

Proof of the transaction is the Ecopayz transaction. I can ask my friend to send me photos of the speakers if you want? Not sure how to "prove" it otherwise.

User icon
ThePOGG
April 11, 2021

Hi pmdm99,

If you have not forgotten this you have actively looked to mis-represent the source of your funds to us during a security verification check. No assumptions are required on our part. The facts are clear. We asked you where this balance had come from, you provided information that you knew to be incorrect. That does 'look bad' for you and that, in itself, would be reasonable grounds for us to decline any further involvement in this case.

As it stands, what we have here is a player who has gone to lengths to try and avoid giving accurate information about the source of their funds, a large fund transfer from an unknown (to us) private individual and claims that there are no physical records what-so-ever that there was in fact a sale of any assets. Individually these factors would not necessarily be problematic. In concert however, they, with good reason, would put your activity in the 'high risk' bracket.

To be clear, you are saying that there is no receipt, no emails, no chat communications, no shipping records to support the sale of the equipment that you claim was the reason for the deposit into your account?

ThePOGG

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Agreement

pmdm99 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:

  • Spinurai
  • Malta Gaming Authority
  • N1 Interactive Ltd

March 24, 2021

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