SpinIt— player complaints: 35 in English

I am having a sort of issue with the Spinit casino. I love playing in this casino and had a great time playing here last time. Unfortunately, due to some issues with my touchpad I pressed the Delete Bonus by accident. I am aware that it is my responsibility and I made a misclick. But it appears strange to me that after clicking Delete Bonus button I did not get any alert or a pop up for the confirmation of the bonus deleting. This is strange because I thought in such cases when you delete the bonus the additional confirmation should appear. In the view of this I asked the casino to get my bonus back, but, well, casino refused to do this. This is not a straightforward thing and I understand I had a misclick, but i think the good casino would ask for an approval in such a case.

Casino not paying out my winnings, documents and ID sent to them via email, only receiving automated response and not confirming receiving my documents. Phone numbers not connected and withdrawal money still pending.

I registered an account with spinit.com after seeing them as one of the recommended casinos on your site. I entered my details, deposited £60 and received a bonus of £60. I won money right from the word go, stayed within the bet limits set out in the bonus terms and after satisfying the wagering requirement over a number of hours of play, I made a withdrawal request for £335. The casino requested ID verification documents, which i submitted, and then told me my winnings had been confiscated due to a breach of terms, without being specific. When i inquired which terms i had breached, they told me I had self excluded at one of their sister sites and so under their license i was excluded from all their brands, again without being specific as to which site i had self excluded from. They have now blocked my account and returned my £60 deposit. I have no issue with them blocking my account, but they should have checks in place when you signup and make it clear if you have self excluded from a site that belongs to the same license. By their argument I shouldn't have played on that site in the first place, yet I doubt very much that they would have contacted me to refund my deposit had I lost. I have no problem if spinit.com wishes to block my account from future play, but if they accepted my account registration and bets then they should honor those winnings. Thanks in advance for any advice even if it's just 'sorry, no hope there' :)

29th April, 2017, ~4AM and just after (UTC+10), I won features on BOTH Emperor Of The Sea and Multi-Player Wheel Of Wealth. I was asked for the screen shots, which I provided, and after some investigation I was told that despite the screen shots CLEARLY showing the features triggering, but not starting, that there was no missing spins. MicroGaming had informed SpinIt.com to close the case, BUT, I persisted. After I refused to let the issue go, they discovered that it was an error with HTML vs FLASH versions of the game. Note, I had not changed anything in my set up or settings between playing and initiated the games in exactly the same manner as always. I was then instructed to reload the games and after much fuss, Emperor Of The Sea displayed "won $198.xx", a rather small amount for a spin at just over 4 dollars on that particular game, but none the less, money. Having also tried to load up Multi-Player Wheel Of Wealth in the same manner, it showed my bet amount, and just a loading screen many many times, that would never progress beyond the load symbol, even when left for 20+ minutes. Also note, I had provided them with all the required information on day 1, the date and time, screen shots, bet amounts, game names, etc etc etc... On day 35 of this whole affair I was asked for this information again, as though they had simply lost it... but we've got ahead of ourselves now. Let's back track to about day 10. I was told that I would receive a phone call, and as an Australian, I waited up until about 6AM before I passed out, no phone call as promised. This was SpinIt.com's customer service in general for the first 20 days or so of this. When ever I was told I would receive an email or a phone call "tomorrow" it never came and I would log back in to see what was going on. Essentially the story has been the same from them since day 1. "This isn't our fault, it's MicroGaming's, and we can't do anything about it until they authorize Vanguard Server access so that the missing funds can be credited". Oh, yes, they have located the funds, but continue to have "technical difficulty". Sidenote here, comments on FB left by MicroGaming place the fault squarely on SpinIt.com, obviously I do not know who's telling the truth here anymore. There was 1 occurrence that I missed a call, because I had not updated my new phone number for them, and SpinIt.com provided a 10 dollar bonus, and 2 sets of 30 spins (value 6 dollars each) over the course of the problem. So I want to be fair in representing what HAS happened in my favor here too. Unfortunately, the waiting for phone calls, the inability to finish the play session, the waiting on credits, and the eternal "we will know tomorrow"'s in my opinion, and I hope in yours, FAR out weighs these gestures. I will attach screen shots if requested of some of the relevant emails if that would help, but mostly the conversations have happened in Live Chat Support, where in general, they have commended me and agreed with me that it is an unfair situation and that I have been extremely patient, going as far as one representative stating "you're the best guy ever" as well as multiple "you're very informed about the industry". In essence, it's very hard to sum up the experience, except that it's been constant reassurances followed by constant waiting and failure to conclude the situation. Please inform me how to extend or make this complaint more robust in specifics and I will amend it with anything available, as directed. Thank you, With Kind Regards, [EDIT] CONTINUED I have been issued an email claiming ALL spins were successfully paid. They have not accounted for the screen shots SHOWING the feature triggers, and the fact that the account was deducted money on a win as well! I need to escalate this to all authorities they are bound by as they deem the case closed, and OMG, no way is this closed. Please advise? I will gather EVERYTHING they have sent me in screen shots and provide all communications that I'm able to if that will help? CONTINUED Management refused to converse with me, claiming the email denying the problem was CASE CLOSED. I have presented all the above screen shots to them and asked them to call me before midnight my time today. I waited SO long at their requests to be patient and not make any complaints, but no... I can't be polite anymore like I was. It's ridiculous they would do this. P.S. MANY SCREENSHOTS AVAILABLE.

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."

I signed up to Spinit on the 27th March 2017, but made my first deposit on 03 April 2017 and chose to use their welcome bonus they were offering me by email. I continued to wager through the welcome bonuses requirements for a good few hours, after this I was left with £2045.50 in my account. I put in for a withdrawal request and then waited. I then received a request via email to send the documents to verify my identity, which I did without hesitation. The same day my documents were approved, I was then sent an email saying that my account is apparently a duplicate account and that my winnings have been confiscated and my deposit returned. This is completely false, as I have never signed up to this site, in fact, i had never even heard of them before stumbling on them on some casino review sites. I have raised a formal complaint with the company, for them to tell that this decision is final. I have asked them for proof of this 'duplicate account' as if i have never signed up to them, then it obviously means my identity has been stolen and used, to which i received a response saying that again the decision is final, and they will not give me any more information. I have all the correspondence waiting to send to you if you need this, as their complaint procedure has been far from helpful. I also have the emails in my folder from when i first signed to Spinit, and you can see the first email ever from them is on the 27th March, welcoming me to their site. This is a blatant lie to avoid paying people winnings, and i wish to take this as far as possible please. I have tried going through eCogra, and after a few weeks SpinIt have now decided that they don't wish to use their services anymore, which is completely laughable. Kind Regards, [EDIT]

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

17 days ago I sent spinit an email in error stating that I did not open the account and I believed it was fraud, I sent this email because I see the name genesis on my bank statement and I was confused of the name, so I emailed spinit to query this, I then clicked on to the casino and realised that I had in fact opened the account and was playing it. And obviously enjoying it. 2 weeks later I was able to log on to my account, deposit and play. I deposited 4 times and managed to win £1200, however I managed to lose £500. I requested to withdraw £700, I was then asked to verify my account so I sent in my identification. The next day I received an email saying that my account has been closed and winnings confiscated. I spoke to the live chat section who informed it was because of the email I sent. I explained that I sent it in error as I was confused by the 2 different names but they said there is nothing they can do and will not be paying out my winnings. I have tried to resolve this but no one is listening from this casino. If there was fraudulent activity on my account then surely my account should have been closed before I was allowed to deposit 4 more times. And it's funny how they only want to close it when I want to withdraw. I assumed my account was ok as they let me deposit 4 times 2 weeks after I sent the email in error

I have made a total of three deposits at the casino making a withdrawal after the first and also winning big on the 3rd deposit. I successfully made 2 withdrawals from my most recent win but then was told my account was "involved in a collusive and fraud activity and therefore your account was closed and not legitimate winnings were removed." Spin It have failed to explain what this means and have refused to provide any further information so we are at a deadlock. I don't think it is clear what I have done wrong here, and I am not aware of any fraud on my account, so as far as I am aware I am still owed the remainder of my winnings. My account is fully verified which was required before I received my first withdrawal.

I have opened an account and sent verification docs. After 108hrs or 4days this has only just been verified. I have now been told it will be 72hrs for the funds to be released. This is over 8 days to get a simple withdrawal processed. I really don't believe your review of this site is accurate. I have used plenty of online casino sites and mostly don't require my account to be verified. Yet spinit require it and have been mostly unhelpful in getting this resolved.

On the 15th of November i did the spinit 200 for 200 welcome bonus, i went on to come out with £3,200 which needless to say was over the moon with, however i tried to withdraw and got an email saying my winnings had been confiscated. I went on live chat immediately and asked why and got "your account has been linked to fraud i have no further information on this and the manager is currently unavailable you will receive an email" no suprise, no email. i went back on chat to be told the exact same thing, but this time i waited for over and hour for the manager to come back as the woman couldn't see why my winnings were gone on her screen, the manager came back and i got the told the same thing.. "your account has been linked to fraud this is a management decision and is final" so i asked for evidence as how it was a fraud account? no evidence was provided. a couple days later i went to sign in to see if i had my desposit back to find my entire account has been blocked, again on live chat, and again to be told "management decision and thats final i have no further information" so i asked for the managers direct email. I then got in contact with the rep for spinit and no suprise once again all the email said is "your account was linked to fraud no further information on this is available management decision is final" I then received an email from management! saying.. shock horror... the exact same thing! so i sent a reply asking for evidence on how this is a fraudulent account.. this was 8 days ago and no suprise again, i have had no reply. Since then i put a complaint on "ask gamblers" on the 1st of december and received the following reply from them.. Hi [EDIT], We are still looking into this complaint and will get back to you as soon there will be any updates. Thank you for your patience. Best Regards, Spinit Which contradicts every response i have had so far since no one has ever told me they were looking into it, the reply was sent on the 6th of December. I wrote a response and no surprise no reply, since then i have tried contacting them asking what is happening and have heard nothing. However if you look online at the amount of people this have happened too it looks like they like talking the talk with offers but when it comes to paying they like the whole "fraud" excuse. This is an absolute shambles.

Hi The Pogg, I am totally appalled by the behaviour of Spinit. I had two withdrawals, totalling 170 pounds that i requested 5 days ago. I was verified so expected them processed quickly. Days went by and i asked why it was still pending. They were then returned to my account. No mention why. I asked live chat and they said risk investigation. Then i got an email today saying it was due to a problem with the payment provider. They then said i should submit a Skrill deposit of 10 pounds to then withdraw to Skrill. Against my better judgement i thought i may as well. I have now tried to login and it looks like they've blocked my account. I am disgusted by this. I have broke no rules, got verified. I have all the email correspondence available.

I signed up with SpinIt about 3 weeks ago, I had no problems depositing for an initial bonus offer. Over the course of the next 3 weeks I was sent several reload bonuses from VIP managers. I have these emails to proove it. I decided to keep depositing and eventually I struck a win, £3298! I spoke to LC they requested documents. They took 8 days to approve the documents. Only once I had spoke to live chat did they approve them. 2 hours after this, I received a generic email about them confiscating all funds due to breaking terms and conditions. I double checked these conditions and I have NOT broken anything. This is quite upsetting to happen just before christmas. I hope you can help :( thank you.

Dear The Pogg, Just over a month ago I joined Spinit Casino, played on their site and the graphics and streaming were fine until I upped my stake and wagered £4,750 on a hand of blackjack. I never saw cards being dealt, was not offered to hit,stand, split or double and a few seconds later see account had been docked the money. I came out of that game and then went into history and saw the hand had occurred without me witnessing !! I contacted Spinit live chat who put me through to VIP Manager [EDIT] who was excellent in investigating hand and seeing there was a fault. The important parts of my chat log are copied below as evidence. [EDIT] 04:40:20 pm could you let me know the time and game when this issue occurred?   [EDIT] 04:40:45 pm let me see if i can find in my history   [EDIT] 04:40:57 pm ok   [EDIT] 04:41:47 pm yeap game number 16.18.47 dealer apparently [EDIT] bets got accepted but no selection to hit and i then saw at bottom of screen that hand had played out and lost [EDIT] 05:18:25 pm regarding game 16.18.47 [EDIT] 05:19:31 pm yes phew can you see what i mean now ?   [EDIT] 05:20:12 pm yes totally ! [EDIT] 05:21:10 pm it is usually very good, then again, once in a while a bug can happen   So as you can see Saturday 19th of November I had written confirmation from Manager that she had seen this herself. I was hoping to hear back but 4-5 hours passed with nothing so I came back to live chat [EDIT] Sat, 11/19/16 07:48:22 pm Europe/London Hello spinner, how can I assist you today?   [EDIT] 07:48:41 pm Hello [EDIT], kindly pass me over to [EDIT] VIP Manager   [EDIT] 07:48:43 pm One moment, please Sure [EDIT] 07:49:07 pm Hi again [EDIT] 07:51:39 pm I am afraid it will not be sorted tonight, our developer will look into it tonight or tomorrow morning at the latest [EDIT] 08:10:14 pm this is turning into nightmare   [EDIT] 08:10:21 pm I am so sorry about this   I assure you that it will be sorted tomorrow morning So, unfortunate, I went to bed on Saturday 19th happy that Spinit Management had seen/confirmed the 'bug' but upset not resolved. Then the next day shock waves start to flow [EDIT] I am so sorry  but it seems the issue will not be sorted soon [EDIT] Oh!! Did you show them what you saw? [EDIT] Nobody looked into it yet. I wish I could have done more [EDIT] I don't understand I thought you said all bodies in today so I have waited until Sunday lunchtime thought it would be done as a priority [EDIT] Yes everybody buit nobody looked at it yet also just you know your cash back won't real money it was a istake on my side it will be a bonus [EDIT] What on earth is going on are you the same VIP Manager as yesterday So by now I was starting to really be visibly upset(according to wife) and since then I have been in chats with a [EDIT] (Senior Manager) and a [EDIT] and a [EDIT] and a [EDIT] all telling me to wait and be patient and result will benefit me. However, my patience by Tuesday wearing thin and then I was told EveryMatrix are responsible for resolution and basically Spinit fobbed off to them. But days keep going past I cannot physically upload all the miscommunication and chat logs because I want to keep the complaint compact to just the 'technical glitch/bug). Today(Friday 25th) I went onto live chat but they said   [EDIT] Fri, 11/25/16 09:17:21 am Europe/London Hello spinner, how can I assist you today?   [EDIT] 09:17:45 am Hey [EDIT] kindly forward me to [EDIT] or [EDIT] [EDIT] 09:19:15 am Good morning [EDIT] how are you? What can I do for you? [EDIT] 09:19:29 am Hello good and u?   Is [EDIT] or [EDIT] there? [EDIT] 09:21:29 am no, I believe on Monday back   May I assist you? [EDIT] 09:22:07 am There must now be an answer to resolution   Cos I spoke with Every matrix and they said it's up to me to deal with yourselves 09:23:07 am [EDIT] 09:24:30 am There are still no results regarding your request [EDIT]   Please be a little patient and I am sure the case will come finally to a good resolution 09:25:11 am [EDIT] 09:25:19 am I didn't make a request [EDIT] 09:25:35 am I know, but I regret that I don't have no other information till now [EDIT] 09:26:16 am Simply investigating a situation that Spinit VIP team looked at confirmed was a bugged game but a week on nothing   [EDIT] 09:26:39 am sorry for inconvenience, but for no I am not able to give you another information than this [EDIT] 09:28:28 am I gave [EDIT] the few days he asked for he and [EDIT] lied about a bonus Ask gamblers said I should make a complaintrip based on my review so things are more official and that other Internet users are aware of Spinit problems so with regret I will need to do that because my heart and head cannot take waiting until Monday and then to find out still no answer   [EDIT] 09:28:43 am I am sure it was not a case of not being honest. I would recommend in this case to talk personal with the relevant person to get a better understanding about the communication between you. This will be sorted out at least on the spot, I am very sure   [EDIT] 09:30:48 am Tried that but no one contacted me or answered me I have proof of a few emails I sent to VIP email address plus chats but heard nothing. Plus you don't offer phone support so we have reached end of road and I feel humiliated that I gave you guys a whole week   [EDIT] 09:31:13 am I understand you [EDIT], and I don't want you to get to disturb your heart and head with waiting for the result. But if you may trust me a bit, I know for sure that in almost all of the cases, what took a bit longer, it came out with a satisfying result [EDIT] 09:34:32 am I will make time today to send official complaint via the relevant websites and authorities . I spoke briefly to a solicitor last night and now I have seen no news and [EDIT] not contactable until at least Monday it's time for me to act. Please inform VIP and management team to now cease communication with me and to simply respond to the Complaints Panel of the bodies/authorities that I write to. I think it is best and fairest way that i ask request officially for this   [EDIT] 09:39:10 am [EDIT] as head of the VIP department is always busy with essential cases and your case has such a high priority if [EDIT] is dealing with it already. But I ask you again to be a bit more patient and not to press answers on the spot that can't be given Your case is yet in proceedings and after all what was done till now close to its conclusion stage. In this situation I have no basis to do more for you immediately [EDIT], I hope you understand So, ultimately, having given them a full 4 weeks and had various broken promises etc, I think it is vigilant to bring this issue to the attention of any future customers. 4 weeks ago i was EXPECTING to resolve, now I am relegated to hoping that Spinit and EveryMatrix Management(Spinit blame EveryMatrix) have the humility and sincerity to act fairly. I have plenty of other chat logs where Spinit VIP Management are scathing of each other plus many contradicting stories and I can further provide these chat logs but feel 'less is more' and there is already the compelling evidence above as to what a farce is going on with Spinit and EveryMatrix. I have an outstanding complaint logged with them and of course, to be fair, if I do hear anything back from them I will revert back to you ASAP, however, for now I would definitely not give your much sought after POGG seal of approval,

(i have selected thepogg as the casino name as spinit is not in the list of casinos) At the beginning of November I registered to Spinit Casino, I deposited £200 and accepted their welcome bonus. I played through the wagering requirements and ended up winning £2500! I was so happy and immediately requested a withdrawal. On the 13th of November I received an email from them asking to send the documents to verify my identity which I sent immediately. On the 16th of November I received an email from them saying my winnings had been confiscated due to breaking terms and conditions, with a link to their site terms and the bonus condition terms. I read through all these terms and could not find any single term that I had broken. I emailed them back and ask what I had done wrong and was told I would hear back from a manager, I have had no reply from any manager during this time despite chasing up my query numerous times. On the 17th of November I queried on the sites live chat service why my winnings were confiscated, after waiting for the representative to speak to a manager she eventually came back and said the manager had stated the reason was ‘fraud and collusion’ and would not give me any further details! I just don’t know where to go from here! I have certainly not committed any kind of fraud or collusion and am frankly offended to be accused of this! Spinit will not give me any further details on the situation and now are ignoring all my emails!