By the end you will know exactly who reads your complaint and who reviews it next.
A reference to quote
Your message to the complaints inbox should carry dates, amounts and what you expected. A written reply comes with a reference, and nobody asks for your password.
Reply in the same thread
Someone from our team answers in writing, usually within six hours. If a question is still open, reply in the same thread and the agent picks it up.
A second pair of eyes
When the reply does not settle it, ask for the case to go to a manager. A fresh reading of the facts ends in a written decision.
Our answer first, then theirs
Only after our final answer can the case go to the Malta Gaming Authority, the regulator that licences us. Bring the reference from your messages with you.
Need answers now
Spinfever Casino: the questions we hear most
Straight answers on closing up, licensing, night hours, checks, languages and your data.
accountWhat happens when I close my Spinfever Casino account?+
Say the word to live chat and the team shuts it, then confirms by email to the address on your account. Promotion e-mails stop at once, and the one-account rule still bars you from opening a fresh profile later without asking us first. Any balance left is handled with you before the closure goes through.
accountWhy should I care which licence covers this site?+
Because your money and your complaint sit under a named regulator. Spinfever Casino Ltd. trades on Malta Gaming Authority licence MGA/B2C/115/2018, and that watchdog handles disputes we cannot settle between us. Should you ever feel shortchanged after our own complaints team has answered, the Authority is the next stop.
accountWhat happens if I need help at three in the morning on a Sunday?+
Someone is at the desk. Support runs 24 hours a day, 7 days a week, in Australian Eastern Standard Time, so a public holiday Tuesday lunchtime gets the same cover as a quiet Wednesday night. Live chat typically answers in three minutes, phone in five, and email within six hours.
accountDo I need to wait long once I send my papers?+
Usually no. Checking photo identification, proof of address and payment method confirmation takes about 14 hours from the moment all three land, not one at a time. Sending clear photos cuts it further, and the verification desk replies to [email protected] if something is unreadable.
accountWhat happens when I write in and English is not my first language?+
You are covered in four. Our team answers in English, German, Finnish and Norwegian, so mention your preferred one in the first line and we route you to a speaker. English is always available on chat, phone and email.
accountWhat happens if I want a copy of my data or want it erased?+
Write to [email protected] and request either. Copies are sent to your registered e-mail after we confirm it is really you, and deletion follows once legal record-keeping duties allow. Nothing is actioned from a chat message alone.
We use cookies to ensure the site works properly and to improve your experience. By continuing to use Spinfever Casino, you agree to our cookie policy.