Question During Freespins account get closed down, BetSpin.com

[AffGency]

I just wanted to have your input

I opened an accopunt at betspin on the 6th April and deposit on the 12th April

I played Hall of Gods and got the Freespin Feature as my account got blocked ....

I found out that Guts.com and Betspin.com are the same company and i have self excluded myself from Guts.com

Now im okay that my account are closed down ... But i think as i bet and won the Freespins this would still belong to me, thats 50-150 € maybe even more , maybe even less, hard to say

Im not sure here if that i should have them or is Betspin right to have it closed and i can say goodbye to this freespins ?

Any input here ?

 

[Valhalla]

They will refund any deposits you have made (as they have done already for a number of players), and quite rightly close your account.
Self-exclusion from one is the same as self-exclusion from the other.

Regarding the free spins round, I'm not 100% certain but I do believe any winnings are void and only your deposits are refunded to you at the time of closure. It's a licensing issue and something Betspin and Guts are VERY strict about (because they could lose their gambling license by allowing an excluded player to continue gambling).

 

[AffGency]

They will refund any deposits you have made (as they have done already for a number of players), and quite rightly close your account.
Self-exclusion from one is the same as self-exclusion from the other.

Regarding the free spins round, I'm not 100% certain but I do believe any winnings are void and only your deposits are refunded to you at the time of closure. It's a licensing issue and something Betspin and Guts are VERY strict about (because they could lose their gambling license by allowing an excluded player to continue gambling).

i understand ... but i think its not easy to follow up whats the company names from each casino operator ...

giving the 6 days between opening and depositing there shld be someone coming up and saying , hey u can't play here because..... xxxxx

i need to say, they gave back the funds i had in my account , it was more as i deposit.

But i would like to have the freespins ... i lost a lot at guts.com before i self excluded myself , its not hurting them at all

 

[Betspin - Phil]

I just wanted to have your input

I opened an accopunt at betspin on the 6th April and deposit on the 12th April

I played Hall of Gods and got the Freespin Feature as my account got blocked ....

I found out that Guts.com and Betspin.com are the same company and i have self excluded myself from Guts.com

Now im okay that my account are closed down ... But i think as i bet and won the Freespins this would still belong to me, thats 50-150 € maybe even more , maybe even less, hard to say

Im not sure here if that i should have them or is Betspin right to have it closed and i can say goodbye to this freespins ?

Any input here ?

Hi AffGency,

At present if you are self excluded at Guts you will not be permitted to play at Betspin, as we are currently operating under the same license.
As such as soon as it was brought to our attention that you had self excluded at Guts, we had no option but to close your account down and return your deposits.

As unfortunate as this situation may be we just simply could not allow you to resume and continue playing as soon as this was brought to our attention.
As Valhalla mentions this is very much a licensing issue which we would not like to jeopardize in anyway shape or form.

I hope this helps.
Thanks,

Phil.

 

[AffGency]

Hi AffGency,

At present if you are self excluded at Guts you will not be permitted to play at Betspin, as we are currently operating under the same license.
As such as soon as it was brought to our attention that you had self excluded at Guts, we had no option but to close your account down and return your deposits.

As unfortunate as this situation may be we just simply could not allow you to resume and continue playing as soon as this was brought to our attention.
As Valhalla mentions this is very much a licensing issue which we would not like to jeopardize in anyway shape or form.

I hope this helps.
Thanks,

Phil.

but you see there was 6 days between sign up and deposit... anyhow everything is fine, i just want to play down my freespins

dont open it, login into my account and play them down and send me the winnings ??

 

[AffGency]

or better question, will i have still the freespins once my self exclusion is over ?

 

[dunover]

Hi AffGency,

At present if you are self excluded at Guts you will not be permitted to play at Betspin, as we are currently operating under the same license.
As such as soon as it was brought to our attention that you had self excluded at Guts, we had no option but to close your account down and return your deposits.

As unfortunate as this situation may be we just simply could not allow you to resume and continue playing as soon as this was brought to our attention.
As Valhalla mentions this is very much a licensing issue which we would not like to jeopardize in anyway shape or form.

I hope this helps.
Thanks,

Phil.

Which if casinos took some notice of what I suggested here:
https://www.casinomeister.com/forums/threads/clarity-of-related-casino-terms.66725/
would result in less of this type of bitch-and-moan topic....
This is a case-in-point.

 

[AffGency]

i checked all terms and there was nothing mentioned either that Guts belong to them or even that any self exclusion will result that your account get closed down at all websites they operate .

 

[dunover]

i checked all terms and there was nothing mentioned either that Guts belong to them or even that any self exclusion will result that your account get closed down at all websites they operate .

Exactly my point! Accredited casinos (and others) are basically FU-ing players due to a lack of clarity and completeness in their terms. Good job you didn't win 10k...

So, I take it that their terms:

1. Fail to mention the link between Betspin and Guts.
2. Fail to mention their stance on whether using the self-set exclusion-time function at one of these sites should be construed as (i) 'taking a break' thus not necessarily for problem gambling reasons or (ii) using this function is considered absolute exclusion for gambling-related reasons and will therefore void play at the other site(s).

It's about time this nonsense was sorted out for the protection of both casino and player.

 

[AffGency]

for all fairness , i deposit 486€ and had a account balance of around 726€ ( round about ) they did send me the account balance ... FYI

But i also don't think im greedy here asking to let me play the freespins down .. its already hard enough to get such features

 

[Valhalla]

for all fairness , i deposit 486€ and had a account balance of around 726€ ( round about ) they did send me the account balance ... FYI

But i also don't think im greedy here asking to let me play the freespins down .. its already hard enough to get such features

This is not something that is going to happen
I reckon once your self-exclusion is up (unless it was permanent?), you will be able to open the game and play these free spins.

 

[Betspin - Phil]

Hi Guys,

Just to clarify here we did not void any winnings. In fact not only did we return all of the deposits but we also credited the winnings which had been accumulated as well. Likewise once your self exclusion period has expired I would be happy to re-award you any outstanding free spins but if they are free spins received in game then this will prove to be more difficult.

In regards to making it clear that we are using the same license, I appreciate that this may not be that clear but at the same time if you self-excluded from Guts you should not have even been permitted to register at Betspin in the first place. Unfortunately as we can see from some of the cases on this forum that has not always happened, which is why we have been refunding all deposited funds with these incidents. If you actually look in the footer of our websites you can see that we share the same license but I also appreciate that the onus should not be on the customer to have to go and find these details.

In addition we would never void any accumulated winnings along the way as I don't feel that we would have legitimate grounds to do this. That being said as soon as we did notice that this had happened, we immediately prevented any further play, which I believe is the correct thing to do here.

Thanks,
Phil.

 

[AintWon1967]

This is not something that is going to happen
I reckon once your self-exclusion is up (unless it was permanent?), you will be able to open the game and play these free spins.

I am not 100% sure, but I don't think the free spin round will be there after exclusion is over because the bet that triggered the free spins was voided. The money spent for that bet has been returned to the player.

Connie

 

[Valhalla]

we also credited the winnings which had been accumulated as well.

Well you can't ask for more than that really.

 

[AffGency]

I am not 100% sure, but I don't think the free spin round will be there after exclusion is over because the bet that triggered the free spins was voided. The money spent for that bet has been returned to the player.

Connie

it was 10 freespins, i think i had 8 left when i got kicked out

 

[Valhalla]

I am not 100% sure, but I don't think the free spin round will be there after exclusion is over because the bet that triggered the free spins was voided. The money spent for that bet has been returned to the player.

Connie

That's a good point Connie.
We will just have to wait and see once his exclusion is up

 

[Betspin - Phil]

it was 10 freespins, i think i had 8 left when i got kicked out

OK I am presuming that these are in-game free spins. Like Valhalla says you may just be able to continue playing them when you next log in. I guess it all depends on how long you have self excluded for and also how long NetEnt would store these free spins for. I can of course ask them the question and let you know.

 

[AffGency]

Hi Guys,

Just to clarify here we did not void any winnings. In fact not only did we return all of the deposits but we also credited the winnings which had been accumulated as well. Likewise once your self exclusion period has expired I would be happy to re-award you any outstanding free spins but if they are free spins received in game then this will prove to be more difficult.

In regards to making it clear that we are using the same license, I appreciate that this may not be that clear but at the same time if you self-excluded from Guts you should not have even been permitted to register at Betspin in the first place. Unfortunately as we can see from some of the cases on this forum that has not always happened, which is why we have been refunding all deposited funds with these incidents. If you actually look in the footer of our websites you can see that we share the same license but I also appreciate that the onus should not be on the customer to have to go and find these details.

In addition we would never void any accumulated winnings along the way as I don't feel that we would have legitimate grounds to do this. That being said as soon as we did notice that this had happened, we immediately prevented any further play, which I believe is the correct thing to do here.

Thanks,
Phil.

Hi Phil

i have stated this many times that you indeed returned the account balance and also very fast

The correc thing would be here:

1. To prevent me from signing up
2. To prevent me from depositing

and if you could not act before

3. to send Support in Live Chat and telling me that we will now block your account because of any given reason, than i could have said .. give me 2 minutes till the feature is played through and close down now !


But just stopping from nowwhere without giving any reasons i think its not the righ thing to do

I forgot to mention that I have never received anything from betspin saying why my account was suspended and even Support didnt told me, It was me who found it out because i got a weird email from guts.com saying my self exclusion period is over and i have acess now to all games :


Thats the email i got shortly before you suispended my account

Dear XXXXXX,

This email is to confirm your 1 year self exclusion period has expired and all features of your account are now enabled.

Please do not hesitate to contact us if you have any queries at [email protected]


Kind Regards

Guts.com Customer Support Team

 

[AffGency]

OK I am presuming that these are in-game free spins. Like Valhalla says you may just be able to continue playing them when you next log in. I guess it all depends on how long you have self excluded for and also how long NetEnt would store these free spins for. I can of course ask them the question and let you know.

that would be great .. i think they only store them for 48 hours but i dont know if that is true

My self exclusiuon was made in February and is for one year @ Guts.com

 

[Valhalla]

that would be great .. i think they only store them for 48 hours but i dont know if that is true

My self exclusiuon was made in February and is for one year @ Guts.com

I can't imagine 48hrs to be true. What if your internet got cut off by maintenance work over an entire weekend? Some bonus games can be worth an absolute fortune but a player might lose their connection for some absurd reason beyond their control for a pretty long time. Can you imagine the uproar? Honestly, I seriously doubt they will be erased after 48hrs.
I know I've went back to a Microgaming game over a year later to find I had left a bonus game running. I actually won £200 from that too when I finally played it

 

[AffGency]

I can't imagine 48hrs to be true. What if your internet got cut off by maintenance work over an entire weekend? Some bonus games can be worth an absolute fortune but a player might lose their connection for some absurd reason beyond their control for a pretty long time. Can you imagine the uproar? Honestly, I seriously doubt they will be erased after 48hrs.
I know I've went back to a Microgaming game over a year later to find I had left a bonus game running. I actually won £200 from that too when I finally played it

support told me that its only there for 48 hrs ... but u can never trust the support

 

[AffGency]

OK I am presuming that these are in-game free spins. Like Valhalla says you may just be able to continue playing them when you next log in. I guess it all depends on how long you have self excluded for and also how long NetEnt would store these free spins for. I can of course ask them the question and let you know.

ofc they are ingame freespins

for some freespins awarded for depositing or anything i wouldnt ask at all

 

[Finn]

I found out that Guts.com and Betspin.com are the same company and i have self excluded myself from Guts.com

These texts can be found at the bottom of almost every section at Guts and Betspin web sites, making them the most repeated and most visible texts on both web sites.

Guts

Guts Casino is operated by MT SecureTrade Limited, a company registered in Malta with company registration number C56545 and registered address in GB Buildings, Penthouse, Level 4, Watar Street, Ta’ Xbiex XBX 1301, Malta. MT SecureTrade Limited is licensed and regulated by the Malta Gaming Authority under the following licences: MGA/CL1/954/2014 (issued on 19th May 2014) and MGA/CL1/955/2014 (issued on 19th May 2014). Guts Sports is licensed and regulated by the Government of Curacao under license no: 1668/JAZ (CEG-IP/2014-0110). For UK residents Guts Casino is licensed and regulated by the UK Gambling Commission (account reference number 39575).

Betspin

Betspin.com is operated by MT SecureTrade Limited, a company registered in Malta having company registration number C56545 and its registered address GB Buildings, Penthouse, level 4, Watar Street, Ta’ Xbiex XBX 1301 Malta. MT SecureTrade Limited is regulated by Malta Gaming Authority under license numbers LGA/CL1/954/2014 and LGA/CL1/955/2014 issued on 19th May 2014 and the Gambling Commission of Great Britain for with reference number 39575 N.V. Secure Trade is regulated by the Government of Curacao under license no: 1668/JAZ (CEG-IP/2014-0110).

You can never be a customer of a domain name, but you are the customer of the actual company, operating under certain licenses. The company/license information is the most visible and most repeated information on almost all Malta based sites. But I guess it would be better if in addition to that the connection and it's consequences would be made clearer more directly.

 

[dunover]

Hi Guys,

Just to clarify here we did not void any winnings. In fact not only did we return all of the deposits but we also credited the winnings which had been accumulated as well. Likewise once your self exclusion period has expired I would be happy to re-award you any outstanding free spins but if they are free spins received in game then this will prove to be more difficult.

In regards to making it clear that we are using the same license, I appreciate that this may not be that clear but at the same time if you self-excluded from Guts you should not have even been permitted to register at Betspin in the first place. Unfortunately as we can see from some of the cases on this forum that has not always happened, which is why we have been refunding all deposited funds with these incidents. If you actually look in the footer of our websites you can see that we share the same license but I also appreciate that the onus should not be on the customer to have to go and find these details. In addition we would never void any accumulated winnings along the way as I don't feel that we would have legitimate grounds to do this. That being said as soon as we did notice that this had happened, we immediately prevented any further play, which I believe is the correct thing to do here.

Thanks,
Phil.

Excellent, an honest acknowledgement of the problems created by this situation. The system failed to spot a SE'd player and also admitted the player couldn't reasonably be expected to know the licence link between Betspin and Guts. The player paid his winnings too up to that point so no unjustified FU no-pay used either. This is creditable and what we'd expect from Guts and Betspin so they haven't let the player or themselves down.
It does however underline why casinos MUST clarify this to prevent further incidences.

My suggestion is a couple of lines tagged under the 'take a break' or self-set SE button' (whichever the casino considers the button to be) explaining that:

"This SE will apply to both this site and xxxx and yyyy" (list as applicable.) You will not be able to log-on to any of these sites for the duration you requested. Contact Customer Service if you have any outstanding monies to be withdrawn during this period."

 

[Finn]

support told me that its only there for 48 hrs ... but u can never trust the support

Microgaming already saves game information for a very long time and restores it at the beginning of new session, the reel positions are the same as they were at the end of last session.

A new NetEnt session always starts from default reel positions, except if there was interrupted free spin/bonus session.

So it wouldn't be surprising if there was a difference in how long the free spins were preserved.

 

[AffGency]

These texts can be found at the bottom of almost every section at Guts and Betspin web sites, making them the most repeated and most visible texts on both web sites.

Guts


Betspin


You can never be a customer of a domain name, but you are the customer of the actual company, operating under certain licenses. The company/license information is the most visible and most repeated information on almost all Malta based sites. But I guess it would be better if in addition to that the connection and it's consequences would be made more clear more directly.

Sorry but are you joking ?

the most visble and repeated texts ?

You do not have permission to view link Log in or register now.

i come to a landingpage where there is none info ... nothing just a woman in a train station or so tipping anything in her mobile

there are no infos of any company

Just always Open Free Account

click on this :

You do not have permission to view link Log in or register now.

you get again no infos about any company


Im not sure what eyes you have but if its human eyes its impossible to figure that out .... i even didnt know the company name of guts.com

 

[AffGency]

also at betsson you can self exclude from there but still play at betsafe and any other room

I never had any problems with depositing, cashing out ect. with them

Im not sure if they have the same licence but you can not ask your customer to check the licence for every room you play or want to play

 

[AffGency]

Excellent, an honest acknowledgement of the problems created by this situation. The system failed to spot a SE'd player and also admitted the player couldn't reasonably be expected to know the licence link between Betspin and Guts. The player paid his winnings too up to that point so no unjustified FU no-pay used either. This is creditable and what we'd expect from Guts and Betspin so they haven't let the player or themselves down.
It does however underline why casinos MUST clarify this to prevent further incidences.

My suggestion is a couple of lines tagged under the 'take a break' or self-set SE button' (whichever the casino considers the button to be) explaining that:

"This SE will apply to both this site and xxxx and yyyy" (list as applicable.) You will not be able to log-on to any of these sites for the duration you requested. Contact Customer Service if you have any outstanding monies to be withdrawn during this period."

Not only for the protection of the Player but also to protect the Casino

Everyone knows you are very fair ( Betspin/Guts.com)

So they can just self exclude them at guts.com go to betspin, deposit maximum and hope for a big cash ... knowing you will pay at least the deposit back !!

( i just played 2€ spins and won a full Thor with two wilds - 4000 coins is the outcome ( Hall of Gods ) .. thats why i was in plus )

 

[dunover]

Not only for the protection of the Player but also to protect the Casino

Everyone knows you are very fair ( Betspin/Guts.com)

So they can just self exclude them at guts.com go to betspin, deposit maximum and hope for a big cash ... knowing you will pay at least the deposit back !!

( i just played 2€ spins and won a full Thor with two wilds - 4000 coins is the outcome ( Hall of Gods ) .. thats why i was in plus )

Good point and an example of why it would be fair play to BOTH parties.

 

[vinylweatherman]

These texts can be found at the bottom of almost every section at Guts and Betspin web sites, making them the most repeated and most visible texts on both web sites.

Guts


Betspin


You can never be a customer of a domain name, but you are the customer of the actual company, operating under certain licenses. The company/license information is the most visible and most repeated information on almost all Malta based sites. But I guess it would be better if in addition to that the connection and it's consequences would be made clearer more directly.

The MGA have a system whereby unrelated operators can share a licence. We have had reps from other casinos vigorously complaining that we have WRONGLY concluded that they are related because they share the same MGA licence, so it is unreasonable to expect even an expert, let alone a customer, to use the licence information to verify relationships between individual casinos.

There are a few casino owners who are VERY ANGRY about being linked to one another through the MGA licences, and it's often due to one "honest" casino being linked to a rogue one because they share the same licence, with the rep for the "honest" casino doing their best to demolish the view that they are even slightly related. One debate got so heated that CM himself had to caution players against making the assumption that casinos could be said to be connected because they share the same licence at the MGA without some other corroborating evidence.

 

[AffGency]

We already have Monday .. Phil i guess you should have get an answer already from NetEnt ??

I mean how long can this take ?

 

[Betspin - Phil]

We already have Monday .. Phil i guess you should have get an answer already from NetEnt ??

I mean how long can this take ?

Hi,

Yes, I received a response. For the game in question the free spins should be saved for 12 months.

So when your account is re-opened you should be able to just go in and finish them off.

If this doesn't happen of course please do let me know.

Cheers,
Phil.

 

[AffGency]

Hi,

Yes, I received a response. For the game in question the free spins should be saved for 12 months.

So when your account is re-opened you should be able to just go in and finish them off.

If this doesn't happen of course please do let me know.

Cheers,
Phil.

awesome ... i guess so when guts.com reopens for me .. im able to login at betspin too right away ?

thanks again for the news and asking !!

 

[Betspin - Phil]

awesome ... i guess so when guts.com reopens for me .. im able to login at betspin too right away ?

thanks again for the news and asking !!

Exactly