Hi I made an account on spinpalace.com and deposited $250 in total with paysafecards I won $11,800 so I withdrew it through bank wire and sent documents through to verify my account, a couple days later I tried to log into my account and It wouldn’t sign in so I went to live chat and asked they said my account has been permanently blocked by management and will not be reopened so asked about my withdrawal they said it is with operations and they will be in contact with me within 48 hours it has already been 48 hours no call no email, I have read the terms and conditions it says you cant have two active accounts at one time, I use to have an old account that they closed and wouldnt tell me why iv never done anything fraudulent and since that account is not active anymore my new one is the only account I have, it doesnt say anything about if they have closed your account you can’t open a new one .... do I have a chance at getting the money?

Dear Ilezyo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you advise why your account has been closed in the past? Could you forward the casino’s justification to close your first account to [email protected]? Furthermore, as soon as you will receive any update from the Operations regarding your pending withdrawal, please let us know. Thank you very much in advance for your reply.

Best regards,

Petronela

They never gave me the reasons both times they just said it was the decision of management 

Please, have you received any update from the Operations regarding your withdrawal?

Hi again, they said I had to send the back of my drivers license as I only sent the front so I did that 4 days ago, I got hold of them yesterday they said im verified now and to give time for operations to review and to keep in mind there is limited staff because of covid19 and processes will take longer 

Thank you very much Ilezyo for the update. I will set the timer for 7 days and wait patiently for your confirmation. Thank you in advance.

Hi, I still hadn’t heard back from operations so live chatted Them they said it’s no longer with there operations department it is with payments now and once the payment has been made it be take 3-7 working days, it is a relief to know it’s on its way but i have heard in the past they have just paid the money that was deposited and confiscated they winnings I hope that this is not the case i did state that my withdrawal was 11,800nzd 

Dear Ilezyo,

Do I understand it correctly, that the Operations has finished with the check and now the withdrawal is waiting to be approved and sent? Thank you very much.

Yes that is correct, but today they’re saying the withdrawal is still under review when just a few days ago they said it’s been reviewed and was with payments and they also don’t know why I was told it had been approved awaiting payment hopefully I hear back in the next couple of days, not knowing whether it’s going to be payed or confiscated for this long is unbearable, how this casino is still running with such a bad reputation baffles me, my original account I had deposited nearly $20,000 dollars in 12 months of my own my from my debit card and paysafecards payed for in cash and they closed my account without any explanation, with the same account I withdrew $3,800 and it took about a month of jumping through hoops, resending documents and stall tactics etc to finally be payed, I will definitely be playing elsewhere from now on 

Thank you very much Ilezyo for your quick reply and update. I believe it’s time for us to intervene, I will now transfer your complaint to my colleague Juli 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.

Hi Ilezyo, 
I will contact the casino and ask for explaining the situation. I believe I will help you with this case and I will do my best to do so as soon as possible. Thank you for providing all the necessary information.

Hi juli , this is what I was told today -

 I have looked into this for you, and I see that Casino management have decided to confiscate your withdrawal as per their discretion and processed the deposits back into your bank account. The amount was $245 that was processed on the 20th of April to your bank account and will take 3-7 business days to reflect.

They had told me it had been reviewed and had been sent to payments then next time I live chatted they said it hadn’t been reviewed and now confiscated, I am truly lost for words 

Hi what happens from now, I lodged a complaint today with the Malta gaming authority as they sent me this email attached 

I will close this case with status "waiting for regulator decision." When you will get some official respond (resolving the case) from MGA write to me please on [email protected] and I will make an update here.

Dear Ilezyo,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at [email protected]. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Peter

Hi yes sorry for not responding the casino paid me in full after I made a complaint to the licensing authority

Dear Ilezyo,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Best regards,

Peter