SpinsBro Casino - Das Spielerkonto wurde im SpinsBro Casino trotz aktivem Spiel und Gewinnen geschlossen.

Hello,

Here's my problem:

I have been playing on spinsbro off and on for quite some time now.

I recently won a substantial amount of money for the first time and successfully verified my account.

I requested my first three withdrawals a few days ago.

I continued to play with the remaining funds in my account, focusing on Slots and Live Casino.

Yesterday, I decided to try a small bonus hunt. I played down from the leftover 2800€

to 2300€ and was able to secure free spins on four PlayNGo games. My plan was to open all the games and play the free spins.

Unfortunately, there was a problem: the previous gaming session that was supposed to kick off the free spins was missing. Meaning, the free spins and the betting money were gone.

Understanding that technical errors can happen, I contacted their support asking for a check so that the game session I was in would be restored.

Email support promptly responded by temporarily deactivating my account to check into the issue.

I requested that they inform me once the issue was resolved.

About an hour ago, I asked for a brief update. What came next was the shocker and the reason I am lodging this complaint:

__________________________

Dear player!

Your account was closed by decision of the administration without the right to recovery for violations of our casino rules.

According to our Terms and Conditions:

13.4.1. Fraudulent practice includes:

- fraudulent activities related to charge-backs and rake-back;

- the usage of a stolen, cloned or otherwise unauthorized credit or debit card, as a resource of funds;

- the Account Holder`s collusion with other users for getting an unfair advantage (including through bonus schemes or similar incentives offered by us);

- trying to use false or misleading information in registration of account;

- any illegal in any applicable jurisdiction act, which you have done or tried to do. Fraudulent practice also includes unfaith acts or those, which were made in order to defraud us and to circumvent any contractual or legal restrictions (whether such act actually causes us any damage/harm or not).

13.5. In case a bonus has been claimed, it is forbidden to practice the "Bonus Hunt" (open all the free spins accumulated on the different games at the same time) after the balance has fallen below €0.50 (or equivalent in other currencies )

Best regards

Support Team SpinsBro Casino

_____________________________

I am certain I did not violate any of these terms; I didn't even have an active bonus. All the money I played with was real cash!

I merely wanted to report the problem and get my lost free spins back.

Now, they have simply closed my gaming account with around 4000€ in it, citing some terms and conditions that do not apply to me whatsoever.

I ask for your help. I have already informed my lawyer, but I hope we can find a solution together.

Best regards

Hallo,

zu meinem Problem:

Ich spiele immer mal wieder seit längerer Zeit auf spinsbro.

Habe nun vor einigen Tagen zum ersten mal einen größeren Betrag gewonnen & mein Konto erfolgreich verifiziert.

Nun habe ich vor einigen Tagen meine ersten 3 Auszahlungen veranlasst.

Mit dem restlichen verfügbaren Geld habe ich weiterhin gespielt, Slots & Live Casino.

Gestern hatte ich Lust auf ein kleines Bonus Hunt, habe mich von den verbleibenden 2800€

auf 2300€ runtergespielt und bei 4 PlayNGo Games Freispiele erspielt. Anschließend wollte ich nun alle Spiele öffnen und die freispiele spielen.

dann das Problem: Die vorherige Spielsitzung die bei den Freispielen starten sollte, war weg. Das heißt, keine Freispiele & das verspielte Geld weg.

Schön und gut, technische Fehler können mal passieren, also habe ich mich an den Support gewendet mit der Bitte um Überprüfung, sodass die Spielsitzung bei der ich mich befand wieder hergestellt werden kann.

Der Support per Mail hat auch sofort reagiert und das Konto vorübergehend deaktiviert um das Problem abzuchecken.

Ich habe diesen gebeten mir eine Information zukommen zu lassen, wenn diese abgeschlossen ist.

Vor etwa einer Stunde hatte ich mal nach einem kurzen Update gefragt. Nun der Schock und der Grund zu meiner Beschwerde:

__________________________

Dear player!

Your account was closed by decision of the administration without the right to recovery for violations of our casino rules.

According to our Terms and Conditions:

13.4.1. Fraudulent practice includes:

- fraudulent activities related to charge-backs and rake-back;

- the usage of a stolen, cloned or otherwise unauthorized credit or debit card, as a resource of funds;

- the Account Holder`s collusion with other users for getting an unfair advantage (including through bonus schemes or similar incentives offered by us);

- trying to use false or misleading information in registration of account;

- any illegal in any applicable jurisdiction act, which you have done or tried to do. Fraudulent practice also includes unfaith acts or those, which were made in order to defraud us and to circumvent any contractual or legal restrictions (whether such act actually causes us any damage/harm or not).

13.5. In case a bonus has been claimed, it is forbidden to practice the "Bonus Hunt" (open all the free spins accumulated on the different games at the same time) after the balance has fallen below €0.50 (or equivalent in other currencies )

Best regards

Support Team SpinsBro Casino

_____________________________

Ich habe definitiv gegen keiner dieser Punkte verstoßen, ich hatte auch keinen aktiven Bonus gehabt, alles Echtgeld!

Ich wollte lediglich das Problem melden & meine verlorenen Freispiele zurückbekommen.

Jetzt haben Sie mir einfach das Spielkonto geschlossen mit ca 4000€ drauf, mit Verweis auf irgendwelche AGB‘s die nicht im Ansatz auf mich zutreffen.

Ich bitte Sie um Ihre Hilfe, mein Anwalt ist darüber bereits informiert, hoffe aber die Lösung mit Ihnen finden zu können.

Liebe Grüße

Hello MaKo96,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SpinsBro Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you ever claim any bonuses in the casino? When was the last time you spoke to the casino and what was it about? Did they ever specify what exactly did you breach?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

I successfully verified myself about a week ago after I planned to have a portion paid out.

I claimed a bonus a few times. I am familiar with the rules for an active bonus.

However, at the time of my problem I had not claimed an active bonus!

I last spoke to the casino email support yesterday, and after the answer I copied from the casino, there was no further answer. They didn't specify anything, just these bullet points; they probably don't know what I violated!

Best regards

Erfolgreich verifiziert habe ich mich vor circa einer Woche, nachdem ich vor hatte einen Teil auszahlen zulassen.

Einen Bonus hatte ich einige Male beansprucht. Mit den Regeln bei aktivem Bonus bin ich vertraut.

Zu dem Zeitpunkt meines Problems hatte ich jedoch keinen aktiven Bonus beansprucht!

Mit dem Casino E-Mail Support habe ich zuletzt gestern gesprochen, nach der von mir kopierten Antwort des Casinos kam keine weitere Antwort. Spezifiziert haben sie auch nichts, lediglich diese Stichpunkte, vermutlich wissen sie selber nicht gegen was ich verstoßen habe sollte!

Liebe Grüße

Hello MaKo96,

Would it be possible to forward the whole conversation with the casino regarding this issue to nikolas.b@casino.guru?

Of course I will!

Before the block, I had initiated a withdrawal of €800 (that's the monthly maximum). I received this money 2-3 days ago. Everything is very strange, live support says my account remains blocked and refers me to email support, and they haven't answered me since it was opened.

I will forward the correspondence to the email you specified!

Thank you very much & kind regards!

Klar mache ich!

ich hatte vor der Sperre eine Auszahlung veranlasst in Höhe von 800€ (das ist das monatliche maximum) dieses Geld habe ich vor 2-3 Tagen erhalten. Alles ganz merkwürdig, live Support sagt mein Konto bleibt gesperrt und verweist mich auf den Email Support, und dieser antwortet mir seit Eröffnung dieses falls nicht mehr.

Ich leite den Schriftverkehr an die von Ihnen genannte Email weiter!

Vielen dank & liebe Grüße!

Dear MaKo96,

As you said that the withdrawal was processed, do I understand it correctly that you had no remaining balance on your account when it got blocked?

Yes, I still have a remaining balance of around €3000.

Doch, Ich habe noch ein Restguthaben in Höhe von ca 3000€ drauf.

Thank you MaKo96 for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you!

Vielen Dank!

Hello MaKo96,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite SpinsBro Casino to join the conversation and participate in the resolution of this complaint.

Dear SpinsBro Casino,

Can you please comment on the player's issue? What is the reason for blocking the player's account and withholding their winnings?

Thank you.

Kind regards,

Tomas

Casino.Guru

Hello MaKo96 and Casino Guru Team!

After a deep investigation, we decided that the mistake was made on our side. In this clause, missing money will be transferred to the player.

From our notes, the total correction from the player account was 3497.47 EUR and the refund was 830 EUR, so 3497,47 - 830 = 2667,47 EUR will be transferred to you.

Unfortunately, we can't reopen your account so please confirm that we can transfer all this money to the same payment details as the refund was made.

If needed I can post IBAN that was used over here for confirmation. Of course, only after your approval cause this data is very sensitive.

Best regards,

SpinsBro Casino Team

Hello MaKo96,

I hope this is good news! Can you please confirm your payment details with the casino so they can proceed with the transaction?

Thank you both for your cooperation.

Hello!

Yes Perfect! I didn't expect that! Thanks!

Should I write my complete IBAN here? Surely this is publicly visible to everyone?

If this is enough to confirm *891, these are the last 3 digits of my IBAN, which is also where the first payout was made!

Thank you!

Hallo!

Ja super! Damit hätte ich nicht gerechnet! Danke!

Soll ich meine komplette IBAN hier reinschreiben? Dies ist doch öffentlich für jeden einsehbar?

Falls dies zur Bestätigung reicht *891 , dies sind die letzten 3 Ziffern meiner IBAN, dort wurde auch die erste Auszahlung getätigt!

vielen Dank!

Dear SpinsBro Casino,

It appears that the player has confirmed the payment details. Are they satisfactory for you to proceed with the payment?

Thank you.

Hello MaKo96 and Casino Guru Team!

Yes, these 3 digits are enough for us to confirm.

We will start the withdrawal process immediately.

Best regards,

SpinsBro Casino Team

Payment done

I already have the payment in my account! Many thanks to both sides!

Have a nice weekend!

Habe die Zahlung auch schon auf dem Konto! Vielen Dank an beide Seiten!

Schönes Wochenende!

Dear MaKo96,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru