By the end you will know each rung of the ladder and who rules on the last one.
Full account of events
Write to support with the dates, the amounts and the answers you already have. A clear account of what went wrong shortens the whole process. Do not send your password to anyone.
Two hours instead of two weeks
A reference number should follow within 2 hours by e-mail. Keep it, because every later step asks for it and it ties your case to one file.
Could a manager look again?
If the reply still misses the mark, ask for a manager to review the file. A senior handler re-reads the whole case and answers with a decision.
Spinplace Casino licence holder ruling
After that, a complaint can go to the Malta Gaming Authority, holder of licence MGA/B2C/228/2011. The regulator reviews disputes the operator has not resolved.
Six common questions
Read the answers to the questions players ask most
Given the way Spinplace Casino runs its desk, these are the questions we settle most often.
trustDo I need to speak another language for support?+
Help is handled in English, German, French, Finnish and Norwegian. A player in Australia is served in English, which is what our local number and inbox run on. Other languages are there for anyone who needs them.
trustDo I need to wait a long time for verification?+
Verification usually wraps up within about 63 hours once your documents arrive. Photo ID, proof of address and a payment card image are what we check. Sending clear copies first time keeps it close to that figure.
trustWhere do I go to close my account?+
Get in touch with the support desk and say you want to close your account. They confirm the request and talk you through any balance still sitting there. From then on the account is shut and stays that way.
trustWhy is support there at night and on weekends?+
Because our desk runs around the clock, someone is there late at night and across weekends. AEST is the clock we work to, so Australian players reach us in their own hours. No window closes on you.
trustCan I complain if the answer does not satisfy me?+
If an answer leaves you unhappy, ask the person to take it further and put your complaint in writing to the complaints inbox. The support desk tries to resolve it first. Failing that, you can take it to the Malta Gaming Authority.
trustWhat if I want a copy or deletion of my data?+
A request for a copy or deletion of your personal data goes to the privacy inbox. We confirm what we hold and act on it as the law allows. Remember that a copy of your data is not the same as closing your account.
Who runs the casino
Checking the company before you play
Reach for this block when you want the company name or the licence number for a record.
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