Spinsy Casino - プレイヤーは、アカウント登録の問題の後、入金の払い戻しについてサポートを求めています。

I want to make a complaint about this casino and I would like help getting my deposits back 

The site is spinsy casino 

Over the last few years I have dealt with a gambling addiction and have pretty much self excluded from all online casinos 

This casino is owned by/regulated by Adonio N.V 

I have self excluded from many of the sites under this branch and have been assured that I wouldnt be able to open any account under this branch, some examples of these websites are wazamba, fez bet and nomini 

I have checked all of these and I am still excluded and cant access 

the site shouldn't have allowed me on to register or deposit or play and I would like to report this - they allowed me to deposit 5000 euro in two days with no verification 

their terms and conditions state that they will do there best to make sure that players cant create other accounts - and for the most part they have done this - but it seems to have slipped through the next with this website and I would like it to be rectified please 

also just to note the licence also looks fake with this casino and I dont believe the transactions are valid - they show on my bank statement as Nicosia - and there licence shows as phillipenes (I could be wrong with this) 

can you please help wit this? 

Dear babsbh,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please be aware that Spinsy Casino is licensed by Anjouan Gaming, which, unlike some other regulators, does not mandate operators to self-exclude players across all casinos under the same ownership. As a result, players need to request self-exclusion individually for each casino belonging to a particular operator.

Could you please confirm if you reached out to Spinsy Casino directly to inform them of your gambling problem and to request self-exclusion? If you have, please forward the account closure request to me at veronika.l@casino.guru.

Additionally, have you completed the full KYC verification process?

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

Best regards

Veronika

Hi Veronika

thanks very much for your teply

so as far as I can see the casino is owned by Adonio nv ? This is the information I see online - this company’s terms on each of their websites state that they will do there best to stop any players opening any additional accounts on any sites ? My account has been fully blocked with most of them but this one seems to have not been

I did not request directly with this site to close my account (but it should have been done under the umbrella )

no verification details were ever taken off me also which is also a concern for me - that they allowed me to deposit 5000 euro as a customer without any verification documents being sent to them

also I have noticed on my account the merchant code is for a company in Cyprus which doesn’t relay to this company and makes me feel even more that there is something completely unjust about all of this

any help would be greatly appreciated

thank you

Just a little bit more information to add

this is the original operator as far as I can find out - Rabidi N.V.

it looks like they were taken over by Adonio N.V. Casinos

I am wondering is this why there has been a break down in communication between all of the casino sites and maybe my self exclusion did not transfer over?

https://www.onlinecasinogroups.com/adonio-n-v-casinos/

Shows that spinsy is listed her as well as all the sites I cancelled

And again to confirm I am still unable to access any of the previous owned accounts

Still also struggling to understand how any new player can deposit 5000 euro in 2 days with no verification

And why the merchant code on my bank is different and shows Cyprus when this is not where they are based

I also reached out to Wazamba (sister site) to see if they would allow me to reopen the account and they replied that they wouldnt be able to open the account again and would be permanently closed (so this confirms that my account with the network was closed and as per there terms they state they will do their best to make sure no other accounts can be opened - they have failed this as they didnt even bother verifying me about depositing so much in such a short space of time)

anyway thanks again for your support - just wanted to let you this

thanks

Thank you for your responses. Based on our records, this casino is owned by Liernin Enterprises LTD. I can reach out to our Data department to confirm this information for accuracy, however, if you haven’t specifically informed this casino about your gambling issues, unfortunately, we won’t be able to help with recovering the deposits you've lost.

As mentioned in my initial response, the licensing authority overseeing this casino does not mandate self-exclusion across all brands owned by the same company.

According to the Terms and Conditions of Spinsy Casino:

3.8 Self-exclusion request: you can contact the customer service via e-mail: support@spinsy.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company will make reasonable efforts to prevent the opening of new accounts but it's ultimately your sole responsibility to make sure no other accounts are opened. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.

Additionally, please be aware that many online casinos only initiate the verification process once a withdrawal is requested, not during deposits. I completely understand your concerns about the high deposit amounts made in a short time. Ideally, this should prompt the casino’s system to take notice, and responsible gaming practices should allow players to set deposit limits to manage their spending. However, while we encourage casinos to support responsible gaming measures, this alone does not give us sufficient grounds to confront the casino to recover funds lost through regular gameplay.

Are you still able to access your Spinsy Casino account? Have you requested to be self-excluded in the meantime?

Lieran enterprise is the owner and they are regulated by a company in the Phillipennes - PACGOR

If the self exclusion doesn’t work across the board ? Please explain why all the other websites under this branch still have me self excluded and don’t allow me to open any new accounts? It’s just this one that didn’t abide by my self exclusion request

also I am in Ireland where KYC is required after opening an account and before depositing ? Surely jurisdiction law has to be apply here

lastly my issue with the deposits - on my bank statement shows payments made to buton Nicosia - as far as I can see this company has nothing to do with Spinsy - so is looking like this casino is putting their deposits through fraudulently ?

So they are based in the Marshall Islands , regulated by Philippines and withdraw money under a Cyprus company that has no allifiliation with them

I self excluded with there company when they were owned by rabidi NV - this should have been been transferred to the new owners (as I said I checked with other sites after to test and these are still blocked) this one seems to have slipped through the cracks for some reason

Thank you for your patience. I will address the points you raised in your previous replies.

Firstly, did you self-exclude from other casinos owned by the same company individually? It is understandable that you are still self-excluded from the casinos you requested self-exclusion from previously, as responsible gambling measures prevent players from reopening their accounts before the self-exclusion period ends.

Regarding your location in Ireland, while KYC is required by the Irish regulations, this is not relevant to Spinsy Casino, as they do not operate under an Irish license. The casino’s licensing authority does not require immediate KYC verification upon account creation; they typically verify players only when a withdrawal request is made.

Additionally, many online casinos display transactions under different company names as a security measure, as some banks block payments involving gambling establishments.

Unfortunately, if you did not inform Spinsy Casino directly of your gambling problems or request self-exclusion, we are unable to assist in retrieving the lost deposits. The best we can do is guide you through the self-exclusion process to close your account.

Please let me know if you would like assistance with this, or if you prefer that we close the complaint. Thank you for your understanding.

Additionally, many online casinos display transactions under different company names as a security measure, as some banks block payments involving gambling establishments

you do realise this statement is fraud and that it’s casinos using incorrect MCC codes to bypass payment blocks ?

no company based in Marshall Islands should be using payment methods in Cyprus especially ones that are not linked to the casino itself

the licence based the Philippines for this casino is a fake licence you can find all of that information relatively easy online

when the casino group was owned under rabido nv I blocked all accounts under this umbrella - which now should include Spinsy !

I even tried to register to other casinos to test and I am still blocked from these ones and wazamba themselves have confirmed I have been excluded from the company since 2020 !

you can close the case if you want to - I certainly don’t agree with it at all