( IT’S BEEN ALMOST 4 MONTHS!!!!!). can anyone help I was playing at spin palace casino I deposit 720$ And won 3500$ so I played it down to 3000$ and cashed it out next day I went to login my user name and password wouldn’t work so I tried to reset password etc that wouldn’t work so I contacted live chat to see what’s wrong they said my account has been closed due to managements decision or something along those lines they said I would receive a email in 24-48 hours but that email did arrive so I contact live chat again they same same thing nothing happens this been going on now for almost 4 months and they just keep saying the same thing can anyone help me I just want my money I won!!!!!

Dear Casinomike,

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. Was your account fully verified previously? Could you please advise if you accumulated your winnings with or without an active bonus and clarify if you’ve received any withdrawals in the past? Did you receive any explanation from the casino why your account has been deactivated?

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

Best regards,

Petronela

No I didn’t use any type of bonus my account wasn’t verified didn’t get a chance to do that they closed my account they wouldn’t give me any reason why my account was closed they just keep saying I will receive a email explaining everything but they been saying that for almost 4 months now

Also they are saying my withdraw is still under review like come on now no withdraw takes almost 4 months to review I think they just don’t wanna pay my winnings after they took my 720$

Thank you very much, Casinomike, for your reply. I’m afraid we’ve reached a stage where I’m not able to help you any more with this case. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, we recommend players contacting the Licensing Authority directly and use this complaint as a reference. You can file an official complaint against MGA-licensed Online Casinos through the following link https://www.mga.org.mt/support/online-gaming-support/.

I wish we?could be of more help, sadly, there’s not much we can do for you in this matter. Please let us know how you wish to proceed and if you need any assistance when filing an official complaint. Thank you for your understanding. 

I didn’t think spinpalace.com had a mga license

Yes, it does. Please check the following:

However, after a further investigation, I have found the Kahnawake License:

"How do I submit a question or complaint to the Commission?

Questions, complaints and requests for information are received and reviewed by the Commission in accordance with the procedures set out in Regulations, and where appropriate, with the assistance of professional advisors.

Any complaints about a gaming site licensed and regulated by the Commission should be directed in writing to the Commission at the mailing address, fax number or email address given below - or by emailing [email protected]. The Commission is committed to responding to all complaints promptly. Every attempt will be made to facilitating appropriate solutions between complainants and licensees."

i have already contacted Kahnawake few days ago

Thank you very much, Casinomike, for the update.

We are left with no other option now just to wait for the Licensing Authority to complete their investigation.

I will set the timer for 30 days and check back with you in March.

If there's any development earlier, please let me know.

I wish I?could be of more help. Thank you in advance for keeping me posted.

Hello Casinomike,

Have there been any developments since our last conversation?

Yes they sent the money just waiting for it to hit my account

Update I just received the funds

As the problem has been successfully resolved thanks to the Licensing Authority, we will now close it as ‘resolved’ in our system. Thank you very much, Casinomike, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

www.kpvfaw.com