Spin genie ignoring me

[Shaggy81]

Hi Iv been a member of spin genie for over a year now, made withdrawals no problem except now I tried to withdraw 300 no bonus involved, they requested documents of which I've sent then they blocked my acct, no one will talk to me! I'm not just going to let them take my money what can I do ?
Thanks Georgie

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[spintee]

Did you manage to get this sorted?

They are normally good, So something must of triggered the closed account, They have sister sites so have you excluded from any f them

Hi Iv been a member of spin genie for over a year now, made withdrawals no problem except now I tried to withdraw 300 no bonus involved, they requested documents of which I've sent then they blocked my acct, no one will talk to me! I'm not just going to let them take my money what can I do ?
Thanks Georgie

 

[vinylweatherman]

If they won't engage, time to use the ADR service. If this fails, a claim in the small claims court should force them to start responding.

This habit of simply taking the players' money and then refusing point blank to even discuss the issue does not comply with UK consumer protection law, which requires companies to have a formal complaints procedure, and also requires companies to inform customers if a deadlock has been reached with the internal process (which seems to be the case here), and then in the case of casinos, inform the player that they have the right to take the matter to the nominated ADR.

If this is a SE issue, there is a procedure to follow, and it does not involve completely ignoring the player and keeping the money.

An alternative approach for a UK player, where they feel the main issue is them being deliberately ignored, is to issue a formal Subject Access Request to the company for all data held on them. This does not give the company the option of ignoring the request, they are legally required to respond within 40 days, either with the data they hold on the player (the "subject" in terms of this law), or a response explaining why they need more time or are unable to comply. Failure to adhere to the regulations means the ICO can become involved and force the company to comply.

The SAR would also reveal the data that might have caused this problem, and if it is inaccurate the subject has a right to have it deleted or corrected, and also the right to have this data no longer "processed" in it's inaccurate form, which in practice means such data can no longer be used in making decisions about the player, such as the decision to close their account.