Saint90

Hi @cocopop3011, First of all, I hope you are feeling better now. Thank you for getting back to me. Regarding your question: yes, the casino accused me of having a duplicate account. According to them, one account was allegedly created on February 1st, and another account was created on February 21st. I can prove that I created my account on February 21st through AskGamblers. However, I cannot prove that I did not create an account on February 1st unless the casino provides the email address that was allegedly used for that account. To be clear, I am not asking for the email address because I expect to recognize it. I am already sure that I will not recognize it, because I did not create a second account. I need the email address so that I can contact the email provider and try to find out when, where, and by whom that email address was created or controlled. If this email address is somehow linked to my name, then I need to know what email address the casino is referring to. The accusation itself does not make sense to me. Why would I create an account on February 1st, make no deposit, use no bonus, and simply leave the account unused — only to create another account 20 days later on February 21st, deposit money, claim a bonus, and start playing? Am I supposed to have completely forgotten within 20 days that I had already created an unused account at the same casino? That simply makes no sense. I created my SpinHub Casino account on February 21st via AskGamblers, and before that I did not even know this casino existed. So please tell me what else I can do. How am I supposed to prove that I did not create an account on February 1st if the casino refuses to provide the key information behind the accusation? Thank you again for your help.

I honestly find the whole situation a bit strange and frustrating at this point. I know that Coco, who normally handles these matters, is currently not doing well, and I am genuinely very sorry to hear that. It really sucks, and I sincerely hope things get better for him soon. However, the last response I received here was almost three weeks ago, and the whole issue has now been going on for over a month. I honestly don’t know what I am supposed to do at this point. If Coco is currently unable to deal with this, which I completely understand given the circumstances, then could someone please tell me what I should do instead or who else I should contact? I don’t want to be insensitive about Coco’s situation at all, but at the same time, it feels a bit strange to simply be left without any further information for weeks. Am I just supposed to accept the situation and move on? I honestly don’t know what I am expected to do here. I would really appreciate it if someone could at least let me know how I should proceed.

Hi @cocopop3011 and @Afi4wins - Any updates at all :D????

@Afi4wins Hi, I'm really sorry to hear that. I hope he's doing a bit better now, given the circumstances. Wishing him all the best. Regarding my case, should I assume that no representative from the casino is going to contact me or that nothing else is going to happen? Right now, it just feels like nothing is moving forward.

Helllo, is @cocopop3011 on holiday or should this be moved in the right section? @Afi4wins if you have information regarding this. would be appreciated.

Okay, so is a Casino representative gonna respond to these accusations :D? or can @cocopop3011 say something regarding this :D? Best regards

Hello, is this gonna be moved or is this staying here?

Hello, sorry, I really did not mean to open a duplicate complaint/thread. I was unsure where exactly I should post this so that the issue gets proper attention. That is why I opened two different posts. Could you please tell me where this topic would be best placed so that it can be seen, taken seriously, and hopefully brought to the attention of other people as well? Thank you in advance. @Blackjax - Thanks for the heads-up. I’ve already corrected it. I am indeed referring to SpinHub Casino.

I have honestly never experienced anything like this before, and I urgently need to speak with a representative. The casino is making extremely serious accusations against me, including the claim that I allegedly created a duplicate account. I strongly deny this. I did not create any duplicate account, and I want to see the alleged evidence that was used against me. I am being completely ignored by the KYC team, while the casino apparently submitted screenshots or documents that I have never been shown and that I therefore cannot properly challenge. From my perspective, anything submitted to support these accusations must be manipulated or fabricated, because the accusations are simply not true. What makes this even worse is that my complaint was closed, and I can no longer respond or defend myself. That means the casino was allowed to make accusations, submit alleged evidence privately, and the player was not given a fair opportunity to see it, comment on it, or challenge it. I am asking AskGamblers to please review this again and allow me to speak with a representative. It cannot be fair that a complaint is closed in this way while the player is left completely in the dark. How can a casino continue operating with no visible impact on its rating or reputation when several complaints appear to involve similar accusations and the players are not properly allowed to defend themselves? At this point, I fear that my money is gone, but AskGamblers should not simply ignore what happened here. I am asking for a fair review, transparency regarding the alleged evidence, and a chance to respond properly.

Hello AskGamblers, I honestly do not even know how to describe this properly, because I am still quite shocked by what has happened. I have always trusted AskGamblers and the way complaints are handled when casinos are contacted. However, in this case, I really believe someone from the AskGamblers Complaint Team needs to explain what is going on. I can see that there are several complaints against Spinhub Casino, and it appears that multiple complaints were marked as resolved because the players were allegedly lying, allegedly created duplicate accounts, or allegedly breached certain terms and conditions. I am sorry, but after the third or fourth similar case, should this not raise serious questions? In my case, for example, I did not create a second account. I also do not know what screenshots, documents, or “evidence” the casino allegedly provided. Nothing was shown to me, nothing was explained to me, and I was not given any real opportunity to respond to these accusations. From a player’s perspective, this feels extremely unfair. What worries me even more is that the casino’s rating does not seem to be affected by this. That means more players may continue depositing money there, while the same pattern could continue without proper consequences. I have now lost €10,200. I can accept that if there is truly nothing more that can be done, even though it is extremely frustrating. But what I cannot accept is that this casino may simply continue operating in the same way without serious scrutiny. For example, I noticed that in at least two different cases, the casino claimed that the exact same terms were breached by different players. As far as I understand, the same terms were mentioned in both cases. That alone should at least raise a major red flag and should be reviewed very carefully. I am not trying to annoy anyone, but I genuinely believe this matter deserves another look. I would really appreciate it if someone from the Complaint Team could respond and explain how these cases are being assessed, especially when the player is not allowed to see or challenge the alleged evidence provided by the casino. Thank you in advance.

Regarding question 1: this actually could be the case - but i dont get it why they wouldnt tell me this as a reason at all ? I would instantly rewoke this because the most i asked only could be a pause for my account for a couple of months or something like that. But it would be no harm to just tell me this as a reason. Regardonh question 2: No. I didnt do that at all. My "new" account created on a new dama nv casino, with a other email adress than my normal one hasnt been banned and still remains open. So it has nothing to do with the country restrictions.

Hello, The problem has been ongoing for over a year now. For some reason, whenever I create an account at Dama NV and HolyCorn NV casinos, I am immediately blocked without any explanation, and without having done anything. When I inquire about the reason, I am simply told that it’s an administrative decision and that they are allowed to do this according to their terms and conditions without providing any reasons. I currently don’t have any money in any Dama NV casino, so that’s not the issue. I would just really like to know the reason for this. Dama NV casinos are extremely secure and generally very good, with great deposit bonuses, and it’s more than unfortunate that I’m no longer able to use them. I was thinking that maybe an option would be to simply create an account with a different email address, of course only at new Dama NV casinos to avoid creating duplicate accounts at the same casino. I’ve already done this as a test, and the account with the new email address was not banned. Perhaps there are Dama NV representatives here who could help me or possibly find out the reason for this? Does anyone have any idea why I might have been blocked? Maybe someone can help me?

Update: The 2nd Withdrawal got processed and was credited to my bank account. But even though I am very pleased that it has indeed been confirmed that withdrawals have not only been approved once but multiple times and have actually been paid out, its insane how long it takes for one withdrawal to be processed. It cannot be expected of me to wait almost 3 months. Its not possible, as of now, to withdraw more than 500 euro per week, eventhough their limits are 500 per day , 1.500 per week and 5.000 per month. Any suggestions? Apart from the already openend complaint :D?

@Afi4wins true. I changed the title accordingly . But yeah, lets hope this ends well.

Update: The first withdrawal request of 500 Euro has been processed and the money reached me yesterday. Lets see how the other 10 Withdrawal requests goes. I think you could call this a glimpse of hope.