Do I have any hope?

[princess1982]

My partner and i recently opened an account with spin and win. we deposited £50 and was playing for at least an hour and won a fair amount of money. I made two withdrawals one of £710 and the other for £50. An hour or so later i logged back in only to see my account had been locked. I contacted them through live chat to ask why and they said i had a duplicate account, and because of that they closed the new account. I then asked what would happen to the withdrawals, they checked and said as the payment details were not in my name but my partners that i have breeched the terms and conditions therefor would not recieve any withdrawals only my intial deposit. Stupidly i did not read the terms and conditions prior to depositing but i thought as i was able to enter my partners name in the card payment section and the card was registred at the same address it was fine and as the deposit went through then everything was ok. I have since read the terms and condition and it seems they can only refuse to pay winnings if they were in the player account which they were not as they were withdrawn sucessfully. The most it seems they can do is close my account and block me from playing on the site.
These are the terms i found

9.9 We may at any time without prior notice to you terminate your use of the Online Casino and block your Player Account if it considers that you are in breach of any of the terms and provisions of this Agreement or that you are otherwise acting illegally. We will not be under any obligation in such circumstances to refund or otherwise reimburse you for any of the funds in your Player Account. Scenarios include, but are not limited to, the following:

9.9.1 If there is evidence to suggest that you have more than one active account for the Online Casino.

9.9.2 If the name on your Player Account does not match the name on the credit card(s) used to make purchases on your Player Account.

correct me if i am wrong but it does say they are not obligated to refund the funds in player account and not keep withdrawals, and as my winning were withdrawn they were not in the player account.

[ValDes]

Hi princess1982 and welcome to the forum

 

Now on your question. In order to get a decent answer you should give enough details. The way, you've described the current situation, it's a little difficult to get the whole picture, to be completely honest. Despite this, I can assure you that if you have ever breached even one of the casino terms and conditions and it is proved in undisputable way, then I'm afraid, you don't have any chance! Why do I think so:

Scenario 1: You have more than one account - this is strictly prohibited from ANY online casino, your accounts will be locked and ONLY your deposits will be refunded

Scenario 2: You have one account and your partner has one account, but they are both registered with one and the same address - only ONE of you may benefit from casino bonuses and promotions. If both of you two have used any bonus, then your accounts will be locked and ONLY your deposits will be refunded.

Scenario 3: The name of the credit card, used for depositing is different from the name of the registered account - your account(s) will be locked and ONLY your deposit(s) will be refunded. This is a rule without ANY EXCEPTIONS, otherwise the casino will be accused immediately of helping money laundering!

 

Sorry to disappoint you, but better know the truth and facts, before wasting time and nerves, while chasing "the mission impossible"!

 

Let me know if you need further assistance.

[princess1982]

Hi Valdes

Thanks for your reply, sorry about it not being clearer.

Basically i opened the account and there was already one open, tbh we have registered at lots of online casinos recently and get a little mixed up with who and when we did it. Usually upon regestration it says there is account already registred with those details blah blah blah. So we genuinely did not realise, secondly the card used to deposit was my partners and as i was allowed to pop his name in the card holders name box we thought that to be ok and when the deposit was made sucessfully we had no reason to believe there was a problem as i thought the account would be closed instantly rather than 3 hours or so later. I have spoke to them on the phone and refuse to do this anymore as they are quite patronising and are treating me like some kind of idiot so its been really hard not to lose my temper but i've been quite good at keeping fairly cool .

So instead i have been emailing alot, what grates on me is the fact that each reply is always a diffrent excuse not to pay. I've admitted fault about the duplicate account and the card details. But when i explained to them that in the terms its says that they do not have to reimburse any funds in the player account and they have right to close my account and block me and thats fair enough i hold my hands up to my mistake and foolishness.

But my argument was that when i made the withdrawals its said withdrawals were succesful therefor the money had been removed from the player account and withdrawn.

This is one of the replies i was given

Thank you for your e-mail.

We understand the situation may be frustrating for you however when you sign up to Spin and Win.com, you agreed to the below Terms and Conditions.

5.4 You must keep your Username and Password confidential and should not disclose these details to anybody. You may not use anyone else password. You shall be responsible for all transactions conducted in relation to your Player Account using your Password. Every person who identifies him/herself by entering your correct Username and Password is assumed by us to be you and all transactions where the Username and Password have been entered correctly will be regarded as valid.

I don't even understand how this is relevant as for one they know its my account and its just my partners card so how can they suggest that i have done this? and also it states all transaction where the name and password have been entered correctly the transaction will be regarded as valid and they are regarding mine as void.

so sorry i am so confused as i have never had any problem withdrawing funds before

[princess1982]

Just to clarify no bonuses were taken on the account

[ValDes]

Hi princess!

 

Now, with all the details, is much easier to give you an answer!

 

...

Basically i opened the account and there was already one open, ...

Even that half a sentence is more than enough for any casino out there to close your accounts, to confiscate all your winnings, to refund your deposit(s) and to finish with you once and for all!

 

...

Usually upon regestration it says there is account already registred with those details...

To be honest, ONLY a few gambling platforms would do such a check upon registration, while the rest will let you register as much accounts as you want. Don't let me comment on that - it's too obvious! Why do you think, the first thing I do when joining a casino, is to speak with the live support and ask them to check my details...?!

 

...

So we genuinely did not realise, secondly the card used to deposit was my partners and as i was allowed to pop his name in the card holders name box we thought that to be ok and when the deposit was made sucessfully we had no reason to believe there was a problem as i thought the account would be closed instantly rather than 3 hours or so later...

 

I already answered that question, princess. If the name of the credit card, used for depositing is different from the name of the registered account - your account(s) will be locked and ONLY your deposit(s) will be refunded. This is a rule without ANY EXCEPTIONS, otherwise the casino will be accused immediately of helping money laundering! Not to mention, what would happen if the credit card is stolen for example?! It is impossible for any casino to check immediately, upon the very transaction, for such rules. That happens on a later stage, usually upon requesting a withdrawal, and is made by the security department.

 

So, dear proncess, you have breached not only one, but two of the casino terms and conditions. And I'm not going to lie to you - you don't have any chance. Yes, the casinos can (and must if you ask me) do it much better, regarding such misunderstandings, by supplying their customers with enough security procedures, which are able to discover such misunderstandings like duplicate accounts for example in advance.

 

So, heads up, move ahead and next time better check some details, before joining!