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I requested a withdrawal at spincasino.mx they asked me to send documents and I did not receive the deposit contact customer service and they congratulate me on my winnings that I will soon reside my withdrawal, ok I make a transfer to play while they pay me and it is not reflected I make a deposit with my card waiting for the transfer to come later and it is never reflected, I contact the service and they ask me for proofs and I send them and they tell me that they solve it. And today I am going to verify and I cannot enter my account, contact the service and they tell me that they have canceled my account since in the contract it says that they can do it for any reason.

and here I am trying to recover my money, how can you help me?

Thanks in advance

Solicite un retiro en spincasino.mx me pidieron enviar documentos los envíe y no me llegó el depósito contacto a servicio a clientes y me felicitan por mis ganancias que pronto residiré mi retiro , ok hago una transferencia para jugar mientras me pagan y no se ve reflejada hago un depósito con mitarjeta esperando que la transferencia entre después y nunca se refleja, contacto a servicio y me piden comprobantes los envío y me dicen que resuelven. Y hoy voy a verificar y no puedo entrar a mi cuenta contacto a servicio y me dicen que han cancelado mi cuenta ya que en el contrato dice que lo pueden hacer por cualquier motivo.

y aquí estoy intentando recuperar mi dinero, como me pueden ayudar?

gracias de antemano

Dear buzzardmx,

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. Have you made any successful withdrawals before? Have you received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

Was the reason behind the closed account explained by the casino? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello

*I have not made withdrawals

*I have not received confirmation of successful verification although I have already sent all the requested documents.

The winnings were with a bonus where your deposit was doubled. I won a jackpot of 56,000 pesos and I had to play until I was able to release the bonus, so I only had those 19,000 left that I am claiming.

im in touch

Hola

*no he realzado retiros

*no he recibido confirmación de verificación exitosa aunque ya envié todos los documentos solicitados.

las ganancias fueros con un bono donde te duplicaban tu depósito gane un jackpot de 56,000 pesos y tuve que jugar hasta que logre liberar el bono por eso solo me quedaron esos 19000 que estoy reclamando.

im in touch

Dear buzzardmx,

Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1), and submit a complaint to them. The next step would be contacting the Mexican Gaming Authority (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submitting a complaint to them. I am sorry I could not be of more help on this occasion.

Best regards,

Kristina