Spinia - casino refuse to cash out
Spinia refuse to cash out €250, because they say that I play with two accounts.
I have one Spinia account that is active. I registered this account a few days after an ealier account was disabled by Spinia. The data of that disabled account had some wrong data, because I was worried about the pivacy of my data. Disabling of that old account cost me €200 but I accepted that.
So I never had two accounts to play with at the same time. With the first account I can’t log in.
With this new account I did some deposit and won some money but cash out was a problem. Every time (12) I received disapprovals without reason. When I contacted suppot I always got one reason of disapproval (from no pdf, corner not visible, no scan, background foto may not be white etc.) They didn’t give an overview of all the demands that for approval. Deposit is easy, cash out is surrended by a big wall.
In a ticket #AF9YY I explained that I had troubles to get approval for the documents of proof for my new account. In that ticket I also told that I had a disabled account. At the end the supportteam helped me good and I got approval for cash out. Support didn’t give me a warning about having two accounts (the one disabled by Spinia and the new one. Spinia did two cash out fort hat account.
But the third cash out €250 was again disapproved by Spinia:
“Dear Player,
During the security check, we found out that your account has a duplicate. Please note that it is only allowed to have one account per player/IP/device with or without bonuses. You have breached this rule. Therefore, the decision was made to close your account. You are left with the last deposit amount that you need to make a withdrawal. After that account will be closed. The decision was made by the casino's management and it is final. Best regards, Casino Support Team”
Why suddenly Spinia changes the rules for the third cash out?
1. I didn't have two active account on the same moment. When I registered the second account the first was already disabled by Spinia and so useless for me.
2. Spinia helped with my with the approval of documents from my second account while they did know that I had a disabled first account and they didn’t give any warning.
3. Earlier requests for cash out have been approved by Spinia.
Therefore I don’t this proces isn’t don’t propaly. I’ve contacted Spinia and asked them for a good explanation but they refuse to give a good answer and only repeat that the decision that is made by the casino's management is final.
Best regards
