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Since they sent me an email finally approving all my documents to be able to make a withdrawal, I have been unable to access my account, I have changed the password and still no success. It seems that after verifying everything they do not want me to withdraw my €2414 earned fairly.

Desde que me enviaron un correo aprobando por fin todos mis documentos para poder realizar un retiro, me has imposible acceder a mi cuenta, he cambiado la contraseña y tampoco. Me da que tras verificar todo no quieren que retire mis 2414€ ganados limpiamente.

Dear yrdujvggdhg,

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.

• Could you kindly let me know when you registered your account?
• Could you also specify which games you’ve been playing (e.g., live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus?
• Additionally, if there’s any relevant communication that might help us understand the situation better, could you please forward it to petronela.k@casino.guru?

Your cooperation is important so we can investigate this thoroughly and work towards a resolution as quickly as possible.

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

Best regards,

Petronela

Hello, I registered at the casino on February 25th and only played slot games. My winnings were without bonuses, in total since I registered I barely deposited €100 and I was lucky enough to win €2414. But I spent a week or so sending documents to verify so I could withdraw all the money. But it so happens that when they verify the documents I suddenly can't access my account because it says that the access credentials are incorrect. I have used the same email and password all the time and it hasn't given me any problems. But suddenly this happens. I changed the conversation and when I put in the new password I get the same message: the access credentials are incorrect or NON-EXISTENT!! Since then I have been sending emails to customer support asking what has happened and how it can be solved. And so far they haven't answered me.

Hola, me registre en el casino el 25 de febrero y solo jugué a juegos de tragaperras. Mis ganancias fueron sin bonos, en total desde que me registre apenas depósite 100€ y tuve la suerte de que gane 2414€. Pero estuve una semana más o menos mandando documentos para verificar y así poder hacer el retiro de todo el dinero. Pero da la "casualidad " que cuando me verifican los documentos de repente no puedo acceder a mi cuenta por qué dice que las credenciales para acceder son incorrectas. He usado el mismo correo y contraseña todo el rato y no ha dado problemas. Pero de repente pasa esto. He cambiado la conversación y al poner la nueva contraseña me sale el mismo mensaje: las credenciales de acceso son incorrectas o INEXISTENTES!! Desde entonces he estado enviando correos electrónicos a la asistencia al cliente preguntando que ha pasado y como se puede solucionar. Y hasta ahora no me han contestado.

Hi yrdujvggdhg,

Thank you for your response and for providing more details about your situation.

Could you kindly forward the email you received when you registered your account, as well as the one where the casino confirmed your verification? These could provide important details that may help clarify what’s happening. Please send them to petronela.k@casino.guru.

Looking forward to your reply.

Yes, of course I'll send it right now.

Si claro ahora mismo lo envío

I just sent them the following email, and I'm waiting to see what they say, but it doesn't seem promising.

Acabo de enviarles el siguiente correo electrónico, espero a ver qué me respondan aunque no me parece que sea nada prometedor.

I have received your response (image) and your terms and conditions do not mention any penalties. They say they will review and verify the data to verify the authenticity of the cardholder (image).

I also added the URL of the terms and conditions so that it can be seen if there is any abuse being committed against me to prevent me from withdrawing the €2,414.

https://www.spingenie.es/terms/

He recibido su respuesta(imagen) y en sus términos y condiciones no dice nada de ninguna sanción, se dice de revisar y verificar los datos para verificar la autenticidad del titular de la tarjeta(imagen)

Aparte añado la URL de los términos y condiciones para que se vea si se está cometido un abuso hacia mi para evitar que retire los 2414€

https://www.spingenie.es/terms/

Hi There,

I have investigated your account and see that when you made your deposit, a third-party payment method was used and this is a violation of our terms and conditions, our terms and conditions state:

7.6 - We may void all winnings if your name does not match the name on the credit card you are using. In such circumstances, we may also request the necessary documentation from the player to allow us to perform the required identity verification checks on our end before taking any action. The burden of proof that the player had the necessary authorization to proceed with the transaction must always rest with the player.

8.12 - Before any withdrawal is processed, your play will be reviewed for any violations of the Terms and Conditions/bonus policy and Responsible Gaming checks. If we believe a violation of the Terms and Conditions has occurred, or if you have another account restricted due to our responsible gaming tools/procedures, we reserve the right to withhold any withdrawal and/or confiscate all winnings and bonuses. Any contact from us congratulating you on any winnings does not mean that the winnings are legitimate and that the Accounts Department has reviewed the bonus policies or violations.

https://www.spingenie.es/terms/

I see you have been in contact with our support team regarding this matter and you have been advised that due to this breach, the account is restricted and the winnings have been removed from the account.

Thank you for your understanding.

Hi yrdujvggdhg,

Thank you for your updates.

Could you please confirm whether the casino's statement about a third-party deposit is correct? Did you use a payment method that was not in your name when making the deposit?

Thank you in advance for your reply.

Hi there.

My grandson, with his consent, allowed me to make such deposits with his credit card since I don't have one. I only have a bank book.

As far as I understood, if it's a relative of more than the first degree, it's acceptable to carry out this process. I also sent the authorization downloaded from Spingenie, filled out by hand and signed by me and my grandson.

Hola buenas.

Mi nieto me dejó con su consentimiento, realizar tales depósitos con su tarjeta de crédito ya que yo no tengo una. Solo tengo una cartilla del banco.

Según tenía entendido, si es un familiar de más del primer grado si es aceptable realizar dicho proceso. Además de que mandé la autorización descargada de Spingenie rellenada a mano, firmada por mi y mi nieto.

Hello yrdujvggdhg,

Thank you for your clarification and for explaining the situation regarding the use of your grandson's credit card.

However, I must kindly point out that using a third-party payment method — even with the consent of a family member and even if you provided an authorization form — is generally not allowed by most online casinos. The terms and conditions clearly state that the account holder's name must match the name on the payment method used. This is a standard security measure required by both the casino and financial regulations.

• May I please ask if you discussed this option with the casino in advance and received their explicit approval to use your grandson's credit card for deposits? If not, I’m afraid we will not be able to assist you further, as the casino is entitled to enforce their terms and conditions in such cases.

I will be happy to wait for your confirmation.

Thank you for your understanding.

Dear yrdujvggdhg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, yes. I spoke to them, and they told me that filling out the application wouldn't be a problem. It would involve a second-degree relative or higher, and it would be consent. They sent me the consent form to send. So, telling me I'm violating the terms and conditions, when they're the ones sending me the consent form to make the deposit, which they accepted, seems like an abuse of the terms and conditions to prevent me from withdrawing my balance. Compared to the almost €100 deposited, the €2,414 won is a huge loss for the casino from their perspective. That's why I think they're abusing their power toward a player who's just been lucky and wants to withdraw her winnings.

Hola, si. Hablé con ellos y me dijeron que rellenando la solicitud no pasaría nada. Ya que se trataría de un familiar de segundo grado o superior y sería consentido. Ellos me mandaron el formulario de consentimiento para que lo enviase. Así que me digan que estoy incumpliendo los términos y condiciones, siendo ellos los que me mandan el documento de consentimiento para poder realizar el depósito el cuál me aceptaron, me parece un abuso de los términos y condiciones para evitar que retire mi saldo. ya que a comparación con los casi 100€ ingresados, los 2414€ ganados es una gran pérdida para el casino desde su punto de vista. Por eso creo que están ejerciendo su poder de forma abusiva hacia una jugadora que solo ha tenido suerte y quiere retirar sus ganancias.

Hi There,

Please note that no contact was made with our support team before deposits were placed on the account.

It was only after this, when you were ready to request a withdrawal, that your grandson contacted us to inform us that you had made deposits with his card and asked how this card could be verified. At that point, you were advised of which documents were needed, including the authorisation form for the card that had already been used on the account. We can provide the chat transcripts if needed.

Please note that as per our terms, which you agreed to upon registration, the account has been restricted and the winnings have been removed from the account.

Thank you for your understanding.

My grandson didn't contact you. All he did was lend me his card to make the deposit. The only person you've spoken to, whenever you felt like it and only responding to the messages you thought were most appropriate, omitting several of the messages in which he asked you for information about documents, is me.

And since you were informed of the card's origin, you provided me with the card authorization form for verification. After that, that payment method would be validated, and I could then make my withdrawal.

And I continue to say, given the way you're saying my winnings have been wiped out, that all this is because, compared to what I've won and invested, I've obtained a very favorable result. But of course, as they say, the casino never loses...

Well, as I believe that an abuse of power is being committed against me.

If this isn't resolved favorably, I'll have to file a complaint with the Spanish government's "General Directorate for Gambling Regulation" and have them investigate the case.

Mi nieto no os contacto, lo único que ha hecho mi nieto es hacerme el favor de dejarme su tarjeta para realizar el depósito. La única con la que habéis hablado, cuando os ha dado la gana y contestando solo a los mensajes que creíais más oportunos, omitiendo varios de los mensajes en los que os pedía información sobre documentos, es conmigo.

Y ustedes ya sabiendo de la procedencia de la tarjeta por qué se os lo comunicó, me facilitasteis el formulario de autorización de la tarjeta, para realizar la verificación. Tras lo cual, ese método de pago sería validado y así podría realizar mi retiro.

Y sigo diciendo, por la forma en que decís que mis ganancias han sido eliminadas, que todo esto se debe a qué, hen comparación con lo ganado y lo invertido, he obtenido un resultado muy favorable. Pero claro como se suele decir, el casino nunca pierde...

Pues bueno, como creo que se está cometiendo un abuso de poder hacia mi persona.

Si esto no se soluciona favorablemente, tendré que presentar una reclamación en la "dirección general de ordenación del juego" de del gobierno de España y que ellos investiguen el caso.

Wow, I did write to you... But as you said, you couldn't give him any information because it wasn't me. And I'm pretty sure I contacted you myself and spoke to you.

If you have all the screenshots, including the one we discussed on the subject, let's see if it's true that you gave me the consent form to verify my grandson's card, knowing it belonged to my grandson. Why else would you send me the document to fill out so they could verify it?

Ostras pues si que hos escribo... Pero como dices ahí, no podiais darle información pues no era yo. Y estoy casi segura de que os contacte yo misma y hablé con vosotros.

Si tenéis todas las capturas, enseñado también en la que hablamos del tema a ver si no es verdad que me disteis vosotros el formulario de consentimiento para verificar la tarjeta de mi nieto, sabiendo que era de mi nieto. Por qué si no a cuenta de que me mandasteis el documento para rellenarlo y así me lo pudieran verificar....

Hi yrdujvggdhg,

Thank you for your response and for sharing your perspective on the situation.

However, it’s important to clarify a crucial point:

If a player wishes to use a payment method that does not belong to them (such as a relative’s card), they must request and receive approval from the casino before making any deposit. This is standard practice to prevent fraud, ensure compliance with anti-money laundering regulations, and protect all parties involved.

Asking to verify the card only after the deposits have been made is not sufficient, and unfortunately, cannot retroactively authorize the use of a third-party payment method.

The fact that the casino later sent you an authorization form does not change the fact that the deposits were already made in violation of the terms and conditions — specifically the rule prohibiting the use of unauthorized third-party payment methods.

In such cases, the casino is within its rights to restrict the account and void winnings, as outlined in their terms of service.

We understand this may feel unfair, especially after a winning session, but the responsibility to ensure compliance with payment rules lies with the account holder before any funds are deposited.

Please let me know if there's any information I've missed, but unfortunately, I will have to reject your complaint as unjustified. I truly wish I could offer more assistance. Thank you for your understanding, and I look forward to your reply.

Dear yrdujvggdhg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear yrdujvggdhg,

After careful consideration, we must confirm that the deposits in question were made without the required prior authorization for a third-party payment method. As per the casino’s terms and conditions, any use of someone else’s card or payment account must be approved before funds are deposited. Requesting verification only after the fact does not satisfy this requirement, and the casino acted within its rights to restrict your account and void the related winnings.

Although we understand this decision is disappointing, we have reviewed all documentation and correspondence thoroughly. Since there are no additional facts or evidence to alter this conclusion, we are now closing your complaint as rejected.

We regret that we could not achieve a different result for you.

Best regards,

Petronela

Head of Complaint Resolution Center

Casino.Guru