SpinCity Casino - プレイヤーのアカウントは閉鎖され、賞金は没収されました。

After ordering the withdrawal of the winnings, the casino ordered the verification of the account. I gave me all the data they asked for. The verification began on 11/16/2024. On 11/18/2024 I received another one that they wanted because in their opinion the data from the bank statement was not comprehensive or poorly visible. Throughout the day I was reassured that it was a normal procedure and that they only needed to send the data. On 11/19/2024 my account was permanently blocked. Attempts to contact the hotline ended with information about the blocking of the account and the removal of all winnings. Currently I do not have access to the account, the winnings were removed and there is nothing I can do on their part. Only the second consultant informed me about the possibility of filing a complaint. The first consultant did not inform me about this. I want to recover the amount I won.

Dear Bylik,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Have you received any explanation from the casino regarding the blocked accounts?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina