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Spinurai - not paying winnnings

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 Spinurai Casino Review.

Player's Complaint

I played the welcome bonus like normally in casino, named Spinurai. I made deposit of 200euros and got also bonusmoney 200euros. I played with 5 euros bet Peking Luck -game. I checken all the bonus terms and i have not broken those. After wagering I had balance of 5000euros and I made withdrawal of it. I sent all the normal documents and they accepted those. But suddenly they closed my account and said that won't pay winnings. How is that possible? I asked via chat the situation but they told me that they dont know why the payment team claims that i had broken terms.. Can u ask from the casino what is happening overthere??

Read the casino review

7 Responses

User icon
thepogg
January 5, 2022

Hi jarihanea - 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.

Please quote exactly what the operator has told you about the closure of your account.

Thanks,

ThePOGG

User icon
thepogg
January 15, 2022

Hi jarihanea,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
January 22, 2022

Hi jarihanea,

If we haven't heard from you by Friday the 4th of February I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

User icon
jarihanea
January 23, 2022

Hi, I know that they have right to close my account. But they have to pay the winnings for me.

User icon
thepogg
January 24, 2022

Hi jarihanea,

Please quote exactly what the operator has told you about the closure of your account.

Thanks,

ThePOGG

User icon
thepogg
February 5, 2022

Hi jarihanea,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
February 12, 2022

Hi jarihanea,

If we haven't heard from you by Friday the 25th of February I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

jarihanea 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

January 3, 2022

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