SpinIt - winnings withheld and transaction fee charged without cause.
I signed up to Spinit via a cashback site. I deposited £50 and wagered over £50. My balance was over £59 when I was last allowed to view my balance. I sent verification ID, as is standard procedure, which took numerous attempts, proof of address was in the format stipulated by the site thought the first 2 documents, despite being acceptable according to their website, were rejected. ID was, eventually, after several attempts and several days, accepted, though when I tried to log in I found my account was blocked. I spoke to live chat who allowed me to access my account purely to withdraw. On accessing my account, my balance was £45, rather than the £59+ it had been when I had last played. I was informed on LC that I had been charged a 10% transaction fee and informed that I had to email support to ask what had happened to my winnings. I did this and eventually was pinpointed to a clause that they had written embedded in their T's and C's which in essence, states that they can do this if they believe i'm not playing fairly. I can't understand how it's possible to play unfairly when all I'm doing is pressing spin, I even opted out of their welcome bonus. I abided by their casino rules and I can see retrospectively, there is no definition stating what is deemed to be unfair about what I have done, by the casino. Spinit have not given me any details as to what it is that I have done which has caused this reaction. I am perplexed by the situation. They have locked my account, which I believe that although it is wrong, that element of their actions they have a right to do if they do not want my custom. I am however contesting the withholding of my money, which I believe is unlawful. I want my money, £14+ returned to me. I do not know the precise balance as I stopped playing once my balance reached over £59, though I don't know exactly what that figure was.
I did initially take this complaint to Ecogra, though after a few weeks they emailed me to inform me that "After requests for detail to investigate your dispute, we have been informed that the operator no longer requires our services and that all disputes being investigated by eCOGRA are to be referred to The Pogg.
We do apologies for any inconvenience, but this matter is now out of our hands.". This is why I am now applying to you to resolve the matter."
