Spinia - Won money , refuse to pay
Hi there , ThePogg. My issue with Spinia casino ( generally with N1 Interactive ) is a bit difficult , but yet easy to explain. I consider myself as vulnerable person in the gambling sector , this is why as soon as I open an account in any casino and consider my losses great for my situation , I opt-in for self-exclusion. That is what happened with Spinia . I have opened an account with them around April, 2019 . I have deposited some money , after playing I lost them and I have decided I need a break. I have opted for a self-exclusion . Normally I self-exclude myself from casinos for the period of 6 months . According to Spinia-s rules concerning Responsible Gaming I should not be able to access my acount anymore or deposit any funds until the self-exclusion time is met , or never if I have set a forever self-exclusion. However , on the 7th April 2021 , I have decided that I want to continue with Spinia , and due to the fact that I thought my self exclusion with them was 6 months , I had the thought that I just need to log into my account again. I have forgotten my password , because I use different passwords for every casino . So I went into the Spinia-s Forgotten Password page and reset my account password. After a few moments I have received a new password , and was able to login without problems. This was a sign for me that the self-exclusion period has ended ( i was not sure how long was it indeed , because I have not kept any comunication with Spinia , but according to theiir Rules set in the Contract , I should not be able to access my account in case of self-exclusion , so yeah - I was able to login again and deposit money) I started depositing money and playing slots.... a few hours after my account was not accessible anymore. When I tried to log in , I have got the message that my account did not exist. I have tried to change the password again , but without any success - again my account did not exist. I have written an email to the support being angry about that. In the same time I have decided that in case that my account did not exist , if I open a new account it would not be a breach of the TCs . So I did. I have deposited over a 1000 euros just for a few days , and there was no problem ( no matter that I have used the same bank account and names as the account Spinia now claims "duplicate " ) . I have won 3010 euros on slots and I have decided to withdraw 2700 euros. There is where the problems started . First they wanted me to verify my account ( something I have never done before with them ) . I have sent all the documents they required . After they have asked me different questions which I had to answer, which I did. In the online chat an operator told me , after answering his questions to request the withdraw again , which I did. And then my account was closed, winnings voided , and my withdrawal request refused . I have not breached any of the rules the casino has, but they have breached their own rules , plus a few of the European Laws , plus of few of their Regulator-s rules.... Having in mind : -Gaming Act article 19. -Gaming Act article 21.(1) -Gaming Act Third Schedule(Article 23 ) (f) - Not knowing the rigth definitions as stated in Gaming Definitions Regulations - Gaming Player Protection Regulations article 3.(1)(b) -Gaming Player Protection Regulations article 3.(1) (c) -Gaming Player Protection Regulations article 10.(1) -Gaming Player Protection Regulations article 10.(2) -Gaming Player Protection Regulations article 11 -Gaming Player Protection Regulations article 12 - this is a breach due to the fact I have never been informed about the procedure for reffering disputes to the ADR in my live chat communication with the PSU of Spinia . -Consumer Affairs Act 44. -Consumer Affairs Act 45. -Consumer Affairs Act 46. -Consumer Affairs Act 47 -Consumer Affairs Act 51D.(1) -Consumer Affairs Act First Schedule (Article 51B(4))31. And many more . There is no written statement as of today from Spinia in their contract and TCs what a duplicate account means , so every normal person will understand that a duplicate account is any active at the moment account . In this line of thoughts , I want my legally won money ( 3010 euros ) transferred to my bank account ( the same used to deposit money, and the same account holder as the Spinia accoun owner ) . I will not be ashamed to say that if ThePogg is unable to solve this issue , I will go to court with N1 Interactive , and will also dispute their license in the Netherlands with the relevant authority here , as well as I will publicly share my opinion about their company , which is my right .
