Spinia — player complaint #64944, 2019-06-19: verification

Dear Sir Madam, I report to you for a dispute following the submission of a decision from www.spinia.com. I was referred to you by the MGA who told me that the ADR provider for N1 Interactive Limited, spinia.com is The Pogg.com. My dispute concerns the confiscation by Spinia.com of all my credits with the reason that my personal profile was incorrectly entered. When registering, not all data was entered correctly. My first name and address were incorrect. I tried to change this after logging in with the change button for this. However, this button did not work. I contacted support with the request to adjust this based on ID with selfie, bank statements, letter with home address and my telephone number to contact me. After a few days the answer was that my winnings were taken and only the last deposit can be refunded, 100 euros out of 1100 euros. My account then stood at a 1000 euro profit. I was completely surprised and shocked because: It was not based on any fradular act. I was prepared on all fronts to submit my ID and prove incl. Telephone or skype etc. I could deposit money and play with a profile error, but didn't pay, I would of course never have paid more if I knew that. There is nowhere explicitly warned about this severe sanction in the notification. It is written in the terms and conditions that efforts are made to call the person for verification see below passage from the terms and conditions. I understand very well that an online gambling game has to restore serious fraud demands. But in my opinion it is a different story if an error in the profile has to be corrected in good faith. The General Terms and Conditions also provide ample room for this telephone verification. I request that the situation be restored as it was. This can be done by transferring the credits that have been sorted to my account to pay out. Or restore the status of my account and adjust the personal profile with all data so that I can play again. I have all communication from the casino support f but I can not attach. This can also be traced back to which account it is, [EDIT], e-mail. [EDIT]. Spinia.com has all my documents, bank cards, ID with selfie, mobile, etc. that I submitted earlier for verification. These are owned by Spinia.com. I would love to hear from you and hope for a successful outcome and thanks for the mediation. Greeting, [EDIT] Part form terms and conditions Spinia.com USE OF PLAYER’S ACCOUNT Until the account is fully verified, no cashouts will be processed. In case the provided phone number is incorrect, missing or false or the player will not answer the phone call, we reserve the right to confiscate your winnings and/or disable your user account. We will make reasonable efforts trying to contact you regarding the withdrawal of the funds, but if we are not able to reach you (by email or phone) in two (2) weeks, the funds will be retained by the Company, since you have failed to pass the KYC procedure.  ANTI-FRAUD POLICY If the player is suspected of fraudulent actions including but not limited to: * participating in any type of collusion with other players, * development of strategies aimed at unfaithful winnings, * fraudulent actions against other online casinos or payment providers, * charge back procedures with a credit card or denial of some payments made, * other types of cheating, * or is known to have gone bankrupt in the country of his residence * providing incorrect information about personal data during registration the Company reserves the right to terminate the user account and suspend all payouts to the player. This decision is at sole discretion of the Company and the player will not be notified or informed about the reasons of such actions. The Company also reserves the right to inform the regulatory bodies of such fraudulentactions performed by the player.  The administration of the casino reserves the right to call its players if regarded as a necessary part of verification. The account will not be verified and the win will not be processed till the conversation with the manager came about (the call is realized via phone number provided at the player's account). In case the phone number is invalid or missing herewith possible fraud take place, casino reserves the right to terminate the account and confiscate the win