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Hello, I created an account at Spinbookie. Before making my first deposit, I uploaded documents for verification, which were approved. I made my first deposit using the welcome bonus, completed the rollover, and requested a withdrawal, which was rejected, stating that my account was not verified. I then sent a screenshot of the message indicating that my account was already verified.

They confirmed that my account was indeed verified but asked me to upload my documents again. I did so and requested the withdrawal via Astropay, as that's the method I used for my deposit. They responded by saying they were having issues with that payment method, so I requested the payment via Bitcoin Cash.

Fifteen days passed, and the withdrawal never went through. I wrote to support, and they said the responsible team would contact me, assuring me there were no issues with my account and that the withdrawal would be processed soon.

After that, I stopped playing and canceled my withdrawal to request it again through Astropay. I wrote to the support chat once more, and they repeated that they didn't know anything and that the responsible team would contact me. I never received a response; this went on for three weeks.

Today, 06/18/2024, I received an email from Spinbookie notifying me that they were closing my account and keeping the S/ 5,300.00 soles in it.

Hola, cree una cuenta en la casa spinbookie, antes de realizar el primer depósito subi los documentos para verificación los cuales fueron aprobados; realice el primer deposito usando el bono de bienvenida; completé el rollover y solicité un retiro, el cual me rechazaron indicándome que mi cuenta no esta verificada para lo cual envié captura del mensaje donde me decían que ya estaba verificada.

Entonces me dijeron que si estaba verificada, pero me pidieron subir de nuevo mis documentos; así lo ice y solicité el retiro por Astropay, ya que por ese método hice mi depósito; a lo que me respondieron que estaban teniendo problemas con ese medio de pago por lo que solicité el pago por Bitcoincash.

Paso 15 días y nunca procedió el retiro, escribí a soporte y me dijeron que el área responsable se comunicaría conmigo que no había problema con mi cuenta y que pronto se realizaría el retiro.

Luego de eso dejé de jugar y cancele mi retiro para volver a solicitarlo por Astropay, escribi nuevamente al chat de soporte y lo mismo, que ellos no saben nada y que el área encargada se comunicará conmigo; nunca tuve respuesta; así pasó 3 semanas.

El día de hoy 18/06/2024 me llega un correo de spinbookie diciéndome que cerraban mi cuenta y se quedaban con el dinero S/ 5,300.00 soles.

Dear fransisgf,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you passed the full KYC verification?

Have you received a more specific explanation about the exact rule you allegedly broke?

Could you kindly specify what games you played?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika, thank you for addressing my complaint, regarding your questions:

Could you please let us know if you passed the full KYC verification?

Indeed, I was already verified before making the first deposit, and also later I uploaded new documentation that they requested during the withdrawal process. (attached image showing the KYC verification)

Have you received a more specific explanation about the exact rule you allegedly violated?

I transcribe part of the message received:

• 11.1. The following practices in connection with the Services:
• a) Abuse of bonuses or other promotions (as defined in paragraph 11.4)
• b) Use of unfair external factors or influences (commonly known as cheating)
• c) take an unfair advantage (as defined in paragraph 11.4);
• d) open any duplicate account; and/or e) Engaging in fraudulent practice or criminal activity (as defined in paragraph 11.4), constitutes "prohibited practices" and is not permitted. We will take all reasonable measures to prevent and detect such practices and identify the relevant players concerned if they occur.

Regarding the abuse of bonuses, I only made the welcome bonus and a weekend bonus, but nothing; I don't know if that is abusing bonuses. Regarding the other points, I have no idea, I only had one account; The one about external influence and unfair advantage, I don't know what it refers to.

Could you specify what games you played?

He bet on sports, and from time to time he played the buffalo king megaways game in the casino.

Hola Veronika, gracias por atender mi queja, respecto a tus preguntas:

¿Podría informarnos si pasó la verificación KYC completa?

Efectivamente ya estaba verificado desde antes de realizar el primer depósito, y también luego volví a subir nueva documentación que me solicitaron durante el proceso de retiro. (adjunto imagen donde se aprecia la verificación KYC)

¿Ha recibido una explicación más específica sobre la regla exacta que supuestamente violó?

Transcribo parte del mensaje recibido:

• 11.1. Las siguientes prácticas en relación con los Servicios:
• a) Abuso de bonificaciones u otras promociones (como se define en el párrafo 11.4)
• b) Uso de factores o influencias externos injustos (comúnmente conocido como trampa)
• c) tomar una ventaja injusta (como se define en el párrafo 11.4);
• d) abrir cualquier cuenta duplicada; y/o e) Emprar práctica fraudulenta o actividad criminal (como se define en el párrafo 11.4), constituyen "prácticas prohibidas" y no están permitidas. Tomaremos todas las medidas razonables para prevenir y detectar tales prácticas e identificar a los jugadores relevantes en cuestión si ocurren.

Respecto al abuso de bonos, solo realicé el bono de bienvenida y un bono de fin de semana, mas nada; no se si eso es abusar de bonos. Respecto a los otros puntos ni idea, solo tenia una cuenta; el de influencia externa y ventaja injusta no se que a se refiere.

¿Podrías especificar a qué juegos jugaste?

Apuestas deportivas, y de vez en cuando jugaba en casino el juego buffalo king megaways.

Could you please send me the screenshot or the link to the bonus you took? Was it a sports bonus or a casino bonus?

 Is there any chance that someone from your household or using the same IP address has also created an account at this casino? 

The welcome bonus is the following Spinbookie, the weekend reload bonus is no longer available, I looked for it but couldn't find it; both bonuses are for sports.

Regarding someone in my household having created an account, I do not see it as feasible since the other members of my household are not sports fans and do not know how to carry out operations over the internet such as using cards or applications to carry out purchases, deposits.

El bono de bienvenida es el siguiente Spinbookie el bono de recarga por fin de semana ya no se encuentra disponible, lo busque pero no lo encontré; ambos bonos son para deportes.

Respecto a que alguien de mi hogar haya creado una cuenta, no lo veo factible ya que los demás integrantes de mi hogar no son aficionados de los deportes y no saben el manejo de realizar operaciones por internet como son el uso de tarjeta o aplicaciones para realizar compras, depósitos.

Thank you for the update.

As you might know, our forum Casino.Guru deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.

Thank you very much for your understanding.

Best regards

Veronika