Spintropolis Casino - Spelaren kämpar för att ta ut sina vinster.

Hello, I basically created an account about two weeks ago on Spintropolis Casino, without realizing how scam it was. I deposited € 40 and played the slot machines, winning a total of € 52 (including deposit). When I asked for a withdrawal, the operation failed and after contacting customer service several times, they informed me that according to the casino T&C, (which I can't even read because the screen always freezes when loading) the minimum withdrawal for the Casino is € 100. Now, in addition to filing a complaint hoping for your help, I would like to ask you for info as you are certainly more experienced than me. If I deposited another € 50 into my account, the total account value would go up to € 102 at this point. In your opinion, could I withdraw the money without problems in this case, leaving aside the complaint and everything else? I would like to avoid giving my money away to such a scam casino. I hope for your reply and thank you for your work.

Buongiorno, in pratica ho creato un’account circa due settimane fa su Spintropolis Casino, senza rendermi conto di quanto truffaldino fosse. Ho depositato 40€ e giocato alle slot machine, vincendo per un totale di 52€ (Compreso il deposito). Quando ho chiesto per un prelievo, l’operazione è fallita e dopo aver contattato il servizio clienti svariate volte, mi hanno informato che secondo il T&C del casino, (che io neanche riesco a leggere perchè la schermata si blocca sempre in fase di caricamento) il prelievo minimo per il Casino è di 100€. Ora, oltre a sporgere un reclamo sperando in un vostro aiuto, vorrei chiedere a voi una info dato che sicuramente siete più esperti di me. Se io depositassi altri 50€ sul mio account, a questo punto il totale del valore dell’account salirebbe a 102€. Potrei secondo voi prelevare i soldi senza problemi in questo caso, lasciando perdere il reclamo e tutto il resto? Vorrei evitare di regalare i miei soldi ad un casino tanto truffaldino. Spero in una vostra risposta e vi ringrazio per il vostro lavoro.

Dear Jacopo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that limits for deposits and withdrawals are not managed by the casino exclusively. The payment providers may impose limits for the transactions. I have checked general terms and conditions, and this is what I found https://www.spintropolis.com/withdrawal-policy/?lang=en:

"Withdrawal Limits

The minimum withdrawal amount is €100 per withdrawal."

In regard to an additional deposit, please bear in mind that every deposit has to be wagered at least once before you can request a withdrawal.

"You can only deposit funds for the purpose of playing games on the website. Any suspicious use of this website will result in you being immediately reported to the relevant authority and may lead to us freezing the funds and closing the account."

"Any funds deposited must be utilised for the placing of bets. For withdrawals of funds that have not been fully put into play we reserve the right to refuse a refund if we suspect you of fraud."

Please let us know if this advice was helpful. Looking forward to hearing from you.

Best regards,

Petronela

Perfect thank you so much for the explanation, so basically if the limit is € 100 and I have already put € 40 at the beginning and won for a total of € 52, if now I insert let's say another € 50 and I play like € 2 on slots machine, would I have 100 € left right and could I withdraw it this way?

I would like to know if there are valid alternatives to withdraw my money safely without having to risk losing it.

I would also be willing to give up the initial win and withdraw only the € 40 I had deposited at the beginning if possible, it would be a win-win solution, right?

Perfetto grazie mille per la spiegazione, quindi in sostanza se il limite è di 100€ e io ho già messo 40€ all’inizio e vinto per un totale di 52€, se adesso inserisco diciamo altri 50€ e gioco tipo 2€ sulle slot machine, me ne rimarrebbero 100€ giusti giusti e potrei ritirarli in questo modo?

mi piacerebbe sapere se ci sono alternative valide per ritirare i miei soldi in maniera sicura senza dover rischiare di perderli.

sarei anche disposto a lasciar perdere la vincita iniziale e ritirare solo i 40€ che avevo depositato all’inizio se possibile, sarebbe una soluzione win-win no?

I’m afraid, Jacopo, that if you deposit another €50 you need to place bets in the same amount before you will be able to request a withdrawal.

So there are no ways to withdraw that money without risking losing it by playing?

not even notify the casino that my € 40 is enough and that I am willing to give up winning the extra € 12?

Quindi non esistono modi per ritirare quei soldi senza rischiare di perderli giocando?

neanche avvisare il casino che mi bastano i miei 40€ e che sono disposto a lasciar perdere la vincita dei 12€ in più?

Since minimum withdrawal is €100, I believe it won’t be possible. However, we have nothing to lose if we try contacting the casino. Please remember, even if your request will be denied we can’t punish the casino. 

I will now transfer your complaint to my colleague Viliam who will be at your assistance.

Hello Jacopo,

I looked at your complaint and will do my best to help you. I would like to invite Spintropolis Casino into this conversation. Can you please specify what is player supposed to do in order to withdraw his winnings?

Thank you very much Viliam, as mentioned I am also willing to leave my winnings at the casino and withdraw only the initial deposit of € 40.

We await the response from the Casino.

Grazie mille Viliam, come detto io sono disposto anche a lasciare al casino la mia vincita e ritirare solamente il deposito iniziale di 40€.

Attendiamo la risposta del Casino.

Dear Jacopino01

As stated we do not allow any withdrawal request below the minimum amount.

However, in this case we will process the withdrawal and your account will be closed. In order to receive the funds in your account you have to complete the KYC or document verification.

Here are the list of documents you must provide:

• Identification - driver's license, passport or any government issued photo identification
• Proof of address such as utility bills
• Back and front of the credit card ending 9070 [Please block out the middle digits of the credit card number, leaving the first 6 and last 4 digits visible (e.g., 512345XXXXXX7890). Please block out the 3 digit security code on the back of the credit card. The card must be signed].
• Latest bank statement with IBAN for the nominated receiving account.

Kindly send the requested documents to support@spintropolis.com

Regards

Spintropolis Casino

Hello, I have already contacted you via email but you don't answer me, is there a problem?

Buongiorno, vi ho già contattato via email ma non mi rispondete, c’è un problema?

Hi Jacopino01

Please be advised that you must provide the documents as requested above.

As you stated on your communication to the casino, you no longer have the credit card in your possession, therefore, you must provide a screenshot of the transaction from your account or credit card statement.

4.3. You may be requested and agree to provide identifying personal documentation to aid the Casino in the fulfilment of its requirements. These documents include but are not limited to a valid passport or other government issued identification document, proof of residence, and proof of ownership of financial accounts.

Awaiting for your response.

Spintropolis Casino

Good morning Spintropolis Casino

I will provide you with what you asked for in the last email plus the screenshot of my old credit card transaction, now I am writing to you and waiting for an answer, thank you.

Buongiorno Spintropolis Casino

Vi fornirò ciò che avevate chiesto nella scorsa email più lo screenshot della transazione della mia vecchia carta di credito, adesso vi scrivo e attenderò una risposta, grazie.

Thanks for the update.

Kindly continue to communicate with the casino via email.

Dear Jacopo,

I'll extend the timer to 7 days, please keep me updated.

Good morning,

I confirm that the situation has been resolved and that today I received the disputed sum.

I thank you at Casino Guru for helping me resolve this situation and I thank the people at Spintropolis Casino for agreeing to cooperate.

Good job everyone.

Jacopo

Buongiorno,

confermo che la situazione si è risolta è che oggi ho ricevuto la somma contesa.

Ringrazio voi di Casino Guru per avermi aiutato a risolvere la situazione è ringrazio le persone di Spintropolis Casino per aver accettato di collaborare.

Buon lavoro a tutti.

Jacopo

Dear Jacopo,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam