SpinIt - Self-Exclusion complaint
Hi.
My name is [EDIT] my phone number is [EDIT]
My complaint is about a casino site called spinit.com
What happened was I was a member of this site played for a few days and lost, so decided to contact this site on the 11th of February and ask them to close my account for 6 month never said "take a break" or "self exclude" myself. I have a pictures to show you later if needed.
I must of sent a email on the Thursday or so asking if I could get a bonus for the amount of play I had been playing, I received a email response on Monday the 13th saying I requested a cool off period and they could not offer me a bonus. So I thought I would ask if they could cancel my cool off could I still get a bonus? To this I got a email saying that they had in fact cancelled my cool off period and I was able to play with them again the offered me a 50% up to £400 bonus I declined that and asked if there was any other bonuses I could get I didn't need to put money in to use. They then offered me a £300 bonus to my account with a max bet of £5. I will attached picture of all emails if need as I have all email contact in pictures.
I accepted their bonus and the wager was something like over £12,000 and I didn't think I would get any near the wagering cos it was so much to play, luckily I managed to get threw the wager and cash out the value of £3,150 to me which is a substantial amount of money. On the Tuesday the 14th I tried to get into my account only to be told it has been blocked and I contacted there customer support or vip support and was told my account was closed and I hadn't been verified (they wanted a picture of the back of my drivers license.) So I sent them this is. I asked if my withdrawal was still going there and was told it would go threw on Friday 17th Feb which it didn't after contacting there support team at the weekend of the 18th to be told it would take 4-6 days I think and that was businesses days and not including weekend. I was contacted on Wednesday the 22nd via email and was told that "the regret to inform me that my winnings had been removed due to a breach of their terms and conditions during my game play". Which I have a email of also.
Now this took my by surprise as I remembered I never once wagered over £5 and I thought I hadn't breached anything they opened my account when I asked and offered me a bonus. What they are claiming is I'm not allowed the winnings of £3,150 as I wasn't meant to be playing as I was on a cool off as they out it. But they opened my account I know if I was self excluded for 6 months they couldn't it opened it but they did open it and let me play I did not deposit any funds. If they had said to me during 1st chat no you can't open your account then that is fine but spinit did open the account and let me play so to my it seems like cause I had won £3,150 they are trying to make up excuses to not pay me. I'm imagining that it was just one person who opened my account must of been a manager too.
I can attach all emails too I have that I feel will help me. Please contact me and I can.
[EDIT]
Hope to here from you soon
