When dealing with online casino transactions, few events are as disruptive as a chargeback. If you’re a player at Spinpolo, understanding the chargeback policy and its consequences is essential to protecting your account and funds. This guide explains exactly what happens when a chargeback is filed, the documents you will need, and the potential outcomes.
What Is a Chargeback and How Does It Apply to This Casino?
A chargeback is a reversal of a payment initiated by the cardholder’s bank. Players sometimes file chargebacks when they feel a transaction was unauthorized or when a dispute with the casino cannot be resolved directly. At this platform, chargebacks are treated extremely seriously. Terms clearly state that any disputed transaction may result in immediate account suspension, forfeiture of bonuses, and possible legal action. The process involves your bank and the operator’s payment processor, typically taking 30–90 days to resolve. The casino requires all players to contact support before initiating any bank dispute. The average RTP across slots here is 96.5%, but that does not apply to funds tied up in a chargeback investigation.
Step-by-Step Chargeback Process
- Contact support via live chat or email to report the issue. Provide your username, transaction ID, and a clear explanation.
- Wait for an initial investigation—usually 24–48 hours. Support may request additional documents.
- If unresolved, gather evidence: transaction confirmations, communication logs, and account statements.
- Submit the chargeback to your bank or payment provider (Visa, Mastercard, Skrill, Neteller, or bank transfer).
- The bank opens a case; the casino freezes your balance and pending withdrawals.
- If the bank rules in your favor, funds are returned, but the casino deducts an equivalent amount from your account and may impose a chargeback fee of €25–€50.
- If the bank rules against you, you lose the amount and your account is permanently closed.
Required Documents and Verification Details
When filing a chargeback through the spinpolo support team, you must provide specific documentation. The table below shows each step, the required document, and typical processing times.
| Step | Action | Required Document | Processing Time |
|---|---|---|---|
| 1 | Submit initial complaint | Username, transaction ID, description | 24–48 hours for acknowledgment |
| 2 | Identity verification | Government-issued photo ID (passport, driver’s license, or national ID card) | 1–3 business days |
| 3 | Proof of address | Utility bill or bank statement dated within 90 days | 1–3 business days |
| 4 | Transaction proof | Deposit receipt or bank statement showing the original transaction | 2–5 business days |
| 5 | Bank chargeback confirmation | Chargeback notification from your bank | 30–90 days total for bank resolution |
