SpinsUp Casino - Hráčský účet je uzavřen, výhry jsou zabaveny.

Hi, I had no available funds on my debit Mastercard. I gave my father $400 cash and he let me use his bank card to deposit the $400. I won some money $2055 and proceeded to withdraw. After placing the withdrawal button i was immediately locked out of my account. My account was disabled. I was unable to contact the support team to follow up the withdrawal. I sent several emails but never got a response. 3 weeks passed and I decided to use my other email to sign in so I could find out what was happening with my withdrawal. The agent on the casino chat advised that because I used a third party to make the deposits I was not intitled to the winnings and that my dad would be reimbursed the $400 once I send my fathers scared details and his ccv and a copy of my ID, proff of address and the cards bsb and account number. When I signed up to the casino I didn't read anywhere that I was not allowed to deposit money from anyone else's account other than mine. If I had known that I would have never used my dads card. I tried for 3 weeks to contact them. But unsuccessful. I received an email yesterday which to me seems like a scam email. I don't know what to do. Im so disappointed and sad.

Dear games2025,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please refer to the casino's rules: https://www.spinsup.com/terms-and-conditions

10.3 Using third party payments is prohibited. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Also, note the casino might request KYC documents when processing withdrawals and refunds. I would encourage you to confirm the email you received is from casino support if you have doubts about its legitimacy.

Thank you very much in advance for your reply and understanding.

Best regards,

Tomas

Dear games2025,

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 Tomas,

Thank you for your prompt response and for helping me navigate this situation. I genuinely appreciate your assistance in trying to recover my winnings from the online casino.

I am writing to confirm that I accept the casino's decision to not pay out my winnings, albeit with a heavy heart. I understand now that using my father's card was a breach of the terms and conditions, and I assure you that it was never my intention to engage in any fraudulent activity. Being new to online gambling, I was unaware of this rule and regret the oversight.

However, I remain concerned about why my account is still disabled and why the casino is requesting further details about my father's card, including the CVV number, proof of residential address. This request seems unnecessary, especially since i believe is a breach of privacy has! I have not sent a copy of the back and front of my father's card nor proof of his residential address.... why is that required? And why don't they just return the funds back on his card?

This situation has been quite distressing for me, and I hope it can be resolved soon. I have tried to act in good faith and follow all necessary steps since realizing my mistake. The delay is causing significant anxiety for both me and my father.

Thank you again for your understanding and cooperation. I look forward to your guidance on how to proceed from here.

Best regards,  

Games2025

Thanks for your reply.

Online casinos will ask for verification documents when processing payouts or refunds. On the screenshots you provided, the CVV is not being requested but if it was, I would advise against providing this particular information to the casino. Other information you cited or mentioned in the screenshots you submitted earlier is usually requested during verification.

Unfortunately, our options to help you in this situation are exhausted and the complaint will be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.