Hi yesterday I opened an account with this casino got it from casino guro with no issues then I registered my account and make 60$ deposit on the new account never played here it’s my very first time opening an account so then on my deposit they add match bonus I don’t even want to played with it but I have no choice no one respond to me on the chat box so I started playing then I have my balance up to 2000$ and the wager of $9650 was paid in full then I ask them agin on the chat box why I can’t use their live dealer because all the slot where kinda difficult to play with after the wager has paid so I ask if could refund my balance because the agent harassed me to send a copy of my ID I told them I’m afraid to give them a copy of my ID it’s against the law I told them then Chris join the chat and he was kinda angry I’m not sure why then he said he advised me that his gonna forward my account to the cashier to refund of my deposit and they close the chat bot and my account was locked I can’t access it after I did not ask to get refund of my deposit I simply ask if they can refund my balance not my deposit I have screen record of all this I can share

Dear jean2024,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you requested a withdrawal after successfully wagering the bonus?

Have you received any explanation as to why live dealer games were not available to you?

Have you submitted your ID to the casino as requested? Please understand that KYC (Know Your Customer) is a very important and essential process. It ensures that the money is sent to the rightful owner. Since casinos cannot physically verify the identification of players, this process is the only way to complete the necessary verification procedures. All casinos, except for anonymous ones, require your identity documents to be verified before you can withdraw money for the first time.

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

i did not ask any withdrawal of my deposit i told the agent i aint not giving my id to them in any case but i ask the link of their KYC I KNOW WHATS UP WITH THE KYC I AM NOT AGAINST OF KYC THATS THE REASON I ASK FOr the link to be sent to me but instead the agent name Chris he restricted my account before I even open the KYC LINK Then he close the checkbox without telling me anything or asking me a proper question or to find out what's going on he just right away closed my account it's like he wants to steal my account he never asked me anything so I'm trying to open the chat box I cant open it I was Restricted to do anything on the casino so I don't know how to get them to respond on my questions so my friend of mine told me how can I get to that chat box again so I did what they told me and I got in the chat box again so I asked Chris the senior I don't know about what senior he is but I don't think he deserve that job .

i see the issue I can tell because I don't know why he just restrict my account without any questions so I asked him when I got in the chat why he does that to my account And he said I refuse to give my ID and I said of course I'm not gonna give my ID to you that's why I asked the KYC link . THEN HE SAID I REQUESTED THE REFUND I DID NOT REQUEST ANYTHING I TOLD HIM IF HE'S NOT HAPPY HOW I VERIFY MYACCOUNT WHICH IS GOING THROUGH KCY INSTEAD OF GIVING A COPY OF M MY ID TO HIM BECAUSE HE WAS SO DESPERATE TO HAVE A COPY OF MY ID. THEN I TOLD HIM WHY HE DOES THAT TO MY ACCOUNT HAS NO REASON TO DO THAT I DID NOT DO ANYTHING WRONG I HAVE NOTHING I HAVE DONE NOTHING WRONG HE WAS HARASSING ME to get a COPY of MY IDENTITY AND THAT'S WHAT I REFUSE TO give A COPY OF MY IDENTITY TO HIM.HE GOES HE ALREADY ESCALAT THE EVERYTHING AND HE FORWARDED THE REFUND OF MY DEPOSIT WITHOUT WITHOUT CONFIRMING OR ASKING AS A NEW MEMBER OF THE CASINO HE JUST ESCALATE AGAINST ME WHEN I ASK TO SHOW ME THE PROOF THAT I ASKED HIM TO REFUND MY DEPOSIT HE CAN'T SHOW ME NOTHING BECAUSE THERE'S NOTHING LIKE THAT I'M NOT ASKING FOR MY DEPOSIT . I SIMPLY POLITELY TOLD HIM THAT IF HE'S NOT GONNA STOP HARASSING ME to GET A COPY OF MY IDENTITY I WOULD LIKE TO KNOW IF I CAN REFUND MY BALANCE NOT THE DEPOSIT NEVER MENTION MY DEPOSIT I'M JUST ASKING only if i can idid not request REFUND of my deposit if his NOT HAPPY HOW i WANT TO VERIFY MY ACCOUNT WITH THE KYC LINK. then i Did ask why did he does that to my account he goes he can't do anything since he escalate everything and it's being forward to the cashier there's nothing much he can do about it he Close again the checkbox leaving me without knowing what's going on this agent has a angry issue and thats the problem they have with the other complaint about this casino

i did ask to provide proof of me asking refund of my deposit he can't show nothing that big scam people needs to know this

check it out here you can see me asking for the KYC LINK AND AFTER HE SEND THE MY ACCOUNT WAS RESTRICTED ALREADY SO HOW CAN I VERIFY MY ACCOUNT AFTER WHAT HE DID.

I WAS NOT ASKING ABOUT MY WITHDRAWAL HE WAS JUST VERY UPSET TO ME he has angered issues I DID NOT REQUEST TO REFUND MY DEPOSIT HE SEE THAT I WAS WINNING and he closed my account like that they wont pay my winnings

Do you have any screenshots or chat transcripts of your communication with the casino customer support? If you do, please send them to me. My email address is [email protected].

When you initially contacted the support via chat, what specific information did they provide regarding the KYC process? Did you receive any documentation or links from them?

Could you clarify if you received any written confirmation from the casino stating that your account was restricted or closed, and if so, what reason did they provide?

After you finished wagering your bonus, did you request a withdrawal, or were your winnings voided after your communication with customer support?

i did not ask for withdrawal of any thing because my account was not verified yet i was about to verified my account when out of knower the senior agent named christ just restricted my account when i ask for the link i have video evidence the whole time i was with this casino they never give me reason why they have to restricted my account after i paid wager everything i was trying to uplod them the picture it doesn't work here

Do you have the transcript of your entire conversation with the casino customer support? From the picture you showed here, it seems that the casino wanted to refund you the deposit because you haven't played with your balance yet. However, since you mentioned that you won with a bonus and completed the wagering, the next step would be verification and withdrawal request. Please forward me more evidence you have to the email address I mentioned previously: [email protected].

Yes I will forward the conversation to that email

yeah he said I did not played yet but I already paid off the wager when he said that

I already sent you the email

What’s good is there anything you can say about this situation!.?

Thank you very much, jean2024, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you jean2024 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinfinity Casino for their help in resolving this complaint. We would like to know why was the player's account restricted and what can we do to help resolve this issue.

Thank you!

Hi all, I'm not sure I'm following everything here, however I will try and reply to what I understand.

Firstly, I just wanted address the bonus issue, bonuses are not automatically added to your deposits, these are redeemed by the player should they wish to boost their balance. They're 100% optional, redeemed by you, the player. If you did this by mistake, our CS team are there 24 hours a day to help, they would be able to remove that for you if you wished.

Regarding why the account was restricted, I've requested the full chat logs to verify the reason. However, I do see some snippets from the conversations which would lead any casino to rethink your access. I'm not sure if the player provided the following in their email...

From the player....

"you dumb fck i don't know how you got this job but you better learn how to read properly before do whatever u trying to do i have ask for my refund of my BALANCE STUPID IDIOT NOT MY DEPOSIT

tell me how smart are you deposit and balance you think they have the same meaning? motherfucker how did you het this job first off all"

"you have no consent to do what ever the fck you did on my account you soon of a bitch stupid motherfucker what did you do to my account."

"yo think i cant find you ha do u want me to give me to show you where u live motherfucker hide motherfucker stupid bitch you're like a mouse hiding in the fucking hole"

I think these pieces of chat more than justify why the account was closed and the player had their deposit refunded. The reason it was refunded was to prevent the player making a chargeback and nothing to do with the player winning any amount of money. There were other concerns around the account relating to the ability to be able to veryify it.

Should I find anything further, I'll update this thread, but I believe the above quotes from the player to our customer support team members more than justifies our reasoning to close the account.

Thank you for the update Spinfinity Casino representative.

jean2024 , the use of offensive or intimidating language will not be tolerated, we have a zero-tolerance policy for such behavior. Attempts to verbally attack or intimidate any staff members of the casino will result in the blocking of your account in any casino in the industry and I strongly advise against such behaviour in the future. The casino acted accordingly and we believe the blocking is justified. Due to that reason, this complaint will now be rejected. 

Kind regards,

Peter