Spinia - Account Closure
I signed up to Spinia in April 2021. There was a lucrative-seeming promotion I wanted to participate in, so I deposited the required €100 and began on the required wagering, wagering €4020 in €5 spins on a game called Goldilocks. All of this adhered to the terms and conditions - I was careful to adhere to these because I've heard stories about casinos penalising players and confiscating winnings for not doing so. I read the terms and conditions thoroughly. After I had finished betting I had a win of €3410.80 on my account and obviously I was elated. I was so proud and happy. I then set about satisfying all their verification requirements, sending my proof of address, ID, etc, expecting of course them to pay out the win eventually. Then, after going through all that I receive this email on Jan 27th 2022:
Dear player,
The security department was forced to close your account and confiscate your winnings due to the following reason:
VERIFICATION FAILED
As stated in our Terms and Conditions, the player has two weeks to complete the verification:
We are operating by the Terms and Conditions that can be viewed here: https://www.spinia.com/terms-and-conditions
In case if the player refuses to proceed with the verification, or failed to complete it within 2 weeks after the first request has been sent, the casino reserves the right to close the account and confiscate the balance.
Best regards,
Casino Support Team
To be clear, I did not "refuse" to proceed with verification - I was literally doing so. This email came completely out of the blue, *after* I had sent them plenty of documents, and was still willing to send them more. Is this a reasonable excuse for closing an account? I don't think it can be. Can you intervene on my behalf please? They wont listen to me. Please just tell them I am happy to send whatever documents they want / do whatever they want, if there's a reasonable chance of them actually paying me my money!
