I use to have an account with Spin Casino which belongs to the Palace group and they operate a few other casinos such as Jackpot City Casino. My account was recently deactivated because I didn't upload my documents in time (i.d.,bank statement). My account can be reactivated once I upload these documents, which isn't a problem for me and will be done when I decide that I feel like having another gamble.

For some unknown reason $108 was taking from my bank account from Bayton, which is where all charges from Spin Casino go too. This $108 was taking about a week after my account was deactivated, so there was no possible way I could have made this deposit and I don't see why I should be charged a fee of this proportion for having my account deactivated. I never won anything, so never got around to uploading my documents to completely verify myself.

I contacted the casino firstly on live chat, but the person I spoke to couldn't assist me, so they gave me the email for their operations department. The operators department seem to like ignoring emails if it has anything too do with money. I suppose they get a lot of emails from problem gamblers trying to get a refund on their losses. This isn't my problem though and i have had an unauthorized charged and don't deserve to be ignored, just because my query has something too do with money. Their response time is 24-48 hours, but it has now been a week and I said a follow up email after 72 hours. Too be honest, I doubt i'll ever hear from them.

Dear Jayden,

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 if to the best of your knowledge, there’s a possibility that someone else from your family members has gained an authorized access to your device, hence, to your account? Could you please forward any bank statement showing previous successful transactions along with any relevant communication between you and the casino? My email address is [email protected].

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

Best regards,

Petronela

Thank you very much, Jayden, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jayden.

Thank you very much for sharing your negative experience with the Spin Casino. We will now try to get in touch with them.

I contacted them on Live Chat 5 days ago, I had a very long conversation for about an hour and tried getting it sorted. The lady I spoke to pissed me around for 45 minutes, while she was talking too the operations department to try and get it sorted. She then said that they would get back too me within 48 hours with a response and the chat ended, still haven't had any response from them at all and they've already been sent 4 emails in the last 3 weeks, this just isn't acceptable. They have people working there, so are clearly ignoring my emails.

Dear Jayden.

The casino has rejected to discuss complaints publicly, therefore, we’re not able to proceed with further investigation. Your last option is to file an official complaint with their ADR and licensing authorities of the casino (Malta, Kahnawake). I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

I will now mark the complaint as 'unresolved'. Please, be aware that this complaint will affect their reputation on our website which is already questionable.  

Best regards, Jozef

www.kpvfaw.com

[email protected]