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I deposited funds into my Spin Slots account using PayPal. Immediately after the deposit, I was informed that my account was self-excluded due to linked restrictions associated with Betway / related operators.

Because of this, I was unable to gamble, access the deposited funds, or use the account in any way. No gameplay took place after the deposit was made.

I contacted support immediately and provided all requested documents, including:

- Photo ID

- Proof of PayPal transaction

- Verification information

Despite supplying everything requested, I have received little to no meaningful communication regarding the return of my deposit.

My concern is that the operator’s system clearly recognised the self-exclusion immediately after the deposit was accepted. If the exclusion was already active across the operator network, the deposit should not have been processed in the first place.

I am simply requesting a full refund of the unused deposit back to the original PayPal payment method.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spin Casino UK.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any previous deposits in the casino?
• Could you please share with me your communication with the casino when attempting to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Also when you got to live chat it send you to there jackpotcity website and the chat on there I have emailed jackpotcity, Betway , spin casino and yet not an answer or anything I have screen shots of the emails asking and repeating myself even with proof yet I get nothing , what I don't understand is why let me deposit if in self excluded which I didn't know and didn't realise that they was part of so Many casinos and that I probably self excluded many years ago , all I would like of my £20 that I deposit as I didn't play anything or have a chance to do anything , as that's my money , it maybe a small amount but it's the principle, we don't go shopping and give money and walk out with nothing , there customer service is very poor and they know of there issues and the AI is a joke as when you want to talk to alive agent it just says AI is the fastest way and when you wait over 30minutes it Chuck's you out

Kind regards

Also just got this from there Malta licensing

Which I get but I signed up on spin casino

Also just wanted to add I deposited on Spin Slots/Spin Casino, however the PayPal transaction identifies Betway Limited and subsequent support communications directed me to Betway.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Cem3283,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas