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I opened this account for my aunt, but when I was registering I had mistakenly put my name instead of hers. I wanted to go back to change the name, but I was not able to do so. I reached out to the live chat where they informed me to request a name change or name update. What they did not do was warn me about what could happen due to the name mix-up. We were just told to email the documents to support. If they had told us about the issues we would've come across, I would have stopped my aunt from depositing money. We sent in all the necessary documentation, such as: all her bank statements and her photo ID which was taken next to her face, as well as my ID for some extra clarification. This is the reply we received from them:

"Hello Larry, 

Thank you for taking the time to send the verification documents. All of them have been approved and your account is now validated. 

Please note that the card(s) ending in 0370 is disabled preventing its further usage.

Note that as per our Terms and Conditions to which you agreed upon sign up, you are required to use financial methods registered under your name only. Should such instance be encountered in the future, your account will be subjected once more to investigation, resulting in a possible undesirable outcome. 

We may also request for additional documentation when needed."

They verified and approved these documents, then proceeded to make it challenging for us to withdraw money that rightfully belongs to my aunt. We have attempted to withdraw her money countless times, we even tried to resend her documents, but to no avail. In the end, she lost all her winnings. What frustrates us is the fact that the $1700 she deposited to this website is still there in her account, but they will not return her money to her. She does not care for the bonus money, she does not care for the winnings she lost. All we want is the original amount she had deposited sent back to her bank account. My sister, who was also playing on the same site, had the exact thing happen to her, but when she had contacted them about it, they said she had breached the terms and conditions. They are making it very difficult for us and they probably think that we will give up and forget about our money. If you can help us with this situation we are in, we would really appreciate that.

Dear Vboy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

-         Under whose name is the account registered now?

-         You stated that you have changed the name and sent all the documents of your aunt but the email from the casino is addressed to you, why is that if the change was approved?

-         Whose name was displayed on the payment method used for depositing?

If there’s any additional relevant communication, please forward it to petronela.k@casino.guru. Additionally, you could forward your game history too.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

This the email from them after I had sent for name change

This was when I asjed live chat what I should do. There was more but they disappeared after chat ended. I was lucky to get a few

Now in my account they’ve put 0$ they took everything

Dear Vboy,

Could you please answer the following questions:

-         Under whose name is the account registered now?

-         Whose name was displayed on the payment method used for depositing?

Thank you very much.

Sorry I tried to reply and send you emails but it’s not going through the account is under my name and family members credit card. But I sent in both ID of both people the the bank account holder picture ID and of her holding her Id to her face her bank statement and everything. To prove the account was made for her just accidentally add my name and. Could go back to change the name. We both live in same house so I made a mistake by adding my name. Now if they don’t give my my wining it’s fine but they can’t take my money I put in there. What is that.

I tried to email you the spinmillion account and what you need to get in and get history cause I’ve been trying for days to forward the history to you. But don’t know how.

I’ve tried to email you but none of the emails are going through

Can you please tell me if you get any emails of documents cause it’s telling me emails aren’t delivered. I just saw it today. Thanks

Dear Vboy,

I have received everything; all the emails went through. I have checked the whole conversation carefully and unfortunately; I have to say that vast majority of casinos don’t accept third party payments and it’s strictly prohibited. Could you please confirm that the disputed amount is $1700 which has been deposited to your account from your aunt’s bank card? Thank you in advance.

the dispute is was 1700 but 1390.00was Originally 1700 but my deposited are 1390.00 Cause 500 was canceled. total all the deposits are hers she’s the only one that used that account . She don’t care for winning. If you say they don’t except different credit from account name then they shouldn’t take any money to begin with.You see that’s why I had ask live Chat right from the beginning. Not once but a few time once with a. Agent Lauren to. They said just to request name update. If that was really the cause then they should have said something from the gecco. Don’t excepted credit then should be given back. I’m pretty sure anyone who can see or know my situation would say the same. If you don’t except different name card holder then don’t take their money. My total deposits were 1390.00Thanks

Thank you once again for all the forwarded communication, unfortunately, I have found another issue. You sister has created an account from the same IP address as your aunt. I have checked terms and conditions, and this is what I found https://www.spinmillion95.com/en/terms-and-conditions:

Please understand that it is absolutely prohibited to open multiple accounts from the same IP address, especially if a player redeemed any promotional offers. Could you please advise if there has been any bonus activated in your aunt’s account? Thank you in advance.

No bonuses. There has never been any bonus in her account, but they still won’t send back the $1700 that my aunt deposited. All we want is the money she deposited, we could care less about any bonuses.

Dear Vboy,

Thank you for your reply. As I mentioned earlier, there are multiple issues with his case.

Firstly, you have entered false (or incorrect) personal details when opening an account. Please understand this is strictly forbidden and considered as breaching terms and conditions which you have accepted when registering. If you have realized immediately a mistake with the names, you wouldn’t deposit any funds into the account.

Secondly, while the account has been registered under your name, your aunt deposited funds from a payment method registered under her name. Please understand that third party deposits are not allowed in most casinos, unless they’re made from a joint account.

Lastly, your sister has an account in the same casino, which is considered as duplicate account, due to sharing the same household address and IP address.

I’m very sorry but we’re not in position to help you. Please understand that providing false personal data, using third party deposits, and opening multiple accounts from the same address are absolutely prohibited in majority of online casinos. I would strongly recommend avoiding this kind of action in the future.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. If you don’t agree with my decision, I could suggest contacting the Licensing Authority here: "certria@gaminglicences.com". You will find the relevant link if you click on the Validator on the casino’s website. Thank you in advance for your reply and understanding.

So then I can’t even get my deposits back?

yes by mistake but if that was the issues why Si lave chat just tell to email name update. Not informing me it will be an issue. Cause who in the right mined would continue to put money i if they know they can’t get it back.

Dear Vboy,

The only recommendation from our side is to contact an independent website https://mychargeback.com/. This company will try to negotiate with the bank and arrange a chargeback up till 90 days since the transaction. Unfortunately, there is one catch, if you chose this way you might experience difficulties with other casinos in the future. However, I still believe it’s worth of trying. Please let us know if this advice was helpful. I will set the timer for 14 days and wait for your reply patiently. Thank you in advance.

Dear Vboy,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

After a closer examination, we ended up rejecting this complaint as unjustified. Please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.