Spinhub Casino Support and Complaints Thread

Hello olegs,

Please note that this type of documentation is not typically shared, and the casino is not required to provide it to players.

Based on the information and evidence we reviewed, we can confirm that the casino’s decision is justified.

If you still feel that the outcome is unfair, you may consider submitting a complaint to the casino’s licensing authority.

Hello,

Literally the same thing happened to me. I won €10,200, and the casino kept asking me for documents for around three months. Then, all of a sudden, my account was closed because I allegedly created one account on the 1st and another account on the 21st.

I have now seen at least four other people where the exact same accusation was made. At some point, this cannot simply be treated as a coincidence anymore. In my opinion, it is obvious that these alleged duplicate accounts are being used as a reason to avoid paying out larger winnings.

The logic in my case makes absolutely no sense. According to the casino, I supposedly created an account on the 1st, made no deposit, used no bonus, did not play, and did not use the account at all. Then, 20 days later, I supposedly created another account at the same casino, but this time I deposited money, used bonuses, played, and won.

That explanation is completely illogical. Why would anyone create an account, not use it at all, and then create a second account at the same casino 20 days later?

I understand that the representatives of LCB have to look at the alleged facts presented by the casino. However, my concern is that these “facts” are being deliberately manipulated by the casino in order to avoid paying out winnings, especially larger amounts.

I have honestly never seen a new casino where, within only a few months, at least five different people opened complaints or shared experiences online because their accounts were closed due to alleged duplicate accounts.

This pattern makes absolutely no sense and should be taken seriously.

Hi Thiemo Peger,

Thank you for sharing your experience with us, and we are truly sorry to hear that you have faced this kind of issue.

If you would like us to look into your case as well, please send us your casino username via private message and we will be happy to check it with the casino representative.

We understand where your concerns are coming from. However, what we can confirm is that we carefully review any evidence and information provided by the casino. Unfortunately, we do not have independent access to their internal systems or records, so we must rely on the information available to us during the investigation.

It is not uncommon for players to unintentionally create situations that trigger duplicate account checks, such as accessing accounts from the same IP address or device. This is why it is always a good idea to keep track of your accounts and account activity whenever possible.

I understand that users can make mistakes, and I also understand that there are certainly cases where someone may accidentally create a duplicate account at a casino.

Hi Thiemo Peger,

Thank you for sending us your casino username. Your complaint has been forwarded to the casino rep.

As soon as we have an reponse, we will let you know here in this thread.

Hi Thiemo Peger,

We have received a response, along with supporting evidence, from the casino representative regarding your case.

According to the casino, their Security Department conducted an investigation and determined that the account was in breach of their Terms 6, 5.4, and 5.6 and Conditions, as a duplicate account was identified.

As a result, the account was closed in accordance with sections 7.3 and 7.5 of their policy, and any associated winnings were removed.

The casino has informed us that you have already been officially notified of this decision via email.

As I said before, that is fake.

I have explained this logically several times now. The accusation simply does not make sense. If I had really created another account, there should be clear proof connecting me to it: the email address, verification, login activity, deposits, IP/device data, or any actual usage of that account.

Instead, I am only being told that a duplicate account allegedly exists, without being shown proper evidence that I created it, controlled it, verified it, or used it.

So again: I strongly believe this alleged duplicate account is fake, and I have already explained the reasons for that multiple times in a logical way. 

It also makes absolutely no sense from the account-opening timeline. According to the accusation, I allegedly created one account on 1 February and then another one on 21 February.

Why would I create an account on 1 February, not deposit anything, not play, not use a bonus, not verify anything, and then 20 days later create another account at the same casino with my real details and make my first and only deposit there?

That is not logical. If someone was intentionally trying to create duplicate accounts, they would usually try to benefit from it somehow. But there was no benefit, no activity, and no reason for me to allegedly open an unused account first and then create the real account later.

This is exactly why I believe the accusation is fake or at least not properly proven. The timeline itself makes no sense.

Hi Thiemo Peger,

As we already mentioned, the casino has provided us with proof supporting their findings, and after reviewing it, we can confirm that the casino acted in accordance with its Terms and Conditions.

The information provided shows that two accounts with similar details were registered on February 1st and February 21st, and were accessed from the same IP address.

We understand that it may not have been your intention to create or use multiple accounts. However, it is ultimately the player's responsibility to keep track of their accounts and account activity.

It is not uncommon for players to unintentionally trigger duplicate account checks, for example by accessing accounts from the same IP address or device. This is why it is always a good idea to keep track of any accounts you may have registered and used.

Based on the evidence we reviewed, we are unable to dispute the casino's decision in this case.

From our side, this complaint is considered resolved.

As I said before, I only became aware of this casino on the 21st. Therefore, it is impossible that I opened an account before that date. Completely impossible.

Hi Thiemo Peger,

We have already responded and explained everything regarding your complaint, and unfortunately, we do not have anything further to add.

Please note that the casino has the right to flag accounts as duplicates based on IP-related information alone. However, in your case, we were informed that there were additional matching data points beyond just the IP address.

At this stage, there is nothing further for us to discuss regarding this case, as the casino has made its final decision.

Thank you for your understanding.

Hi!Maybe can you tell me when my duplicate account was registered? I created my account on 23 February. Interesting to know if it's not confidential information.

My colleague in misfortune knows much more than I do about his duplicate account. I see we registered around the same time. Did the casino have technical issues back then, and the accounts got duplicated? After all, the casino was just starting out at that point.

Hello olegs,

We are sorry, but we are not able to share that type of information.

Please feel free to contact the casino's customer support directly via email. If they are permitted to share those details with you, they will be able to provide them directly.