All Spins Win Casino - Player’s winnings from a bonus were confiscated.

I first withdrew $350 & kept playing. Then I won $1600 so withdrew that but was told the to a bonus that I couldn't. That was fine so I kept playing another 2 days. I then got an email asking for pics of  both my bank cards, passport & power bill. After this all went through I was told I would have to withdraw again & that all ids went through. So I then only withdrew $1800 so I could play some more. Another email came & said it was all approved & would be in my account with in 48 business hours. Tonight I get another email saying they had decided to void all my winnings due to the bonus that I had breached by over betting above $2.40. This is so wrong!! Surely there is something or someone that can help me? I have kept all emails, messages & msgs from them plus screenshots of my winnings, withdrawals etc. Is there no laws against them too? Especially when it was only on the 2nd go that I was allowed by them to withdraw! Never mentioned any breach at all!! 

Dear Kelly,

Thank you for submitting your complaint. I am very sorry to hear about your problem with confiscated winnings. I am afraid that if you won those $1,800 playing with the bonus and you really placed a bet higher than 20% of the active bonus, there is nothing we can do for you. It is clearly stated in the casino’s Bonus T&Cs. 

This is also explained in a screenshot of an email which the casino sent you. There, it’s written that you placed a bet of $4 and $6 while playing with a bonus, and the maximum allowed bet in your case was $2.40. I would really like to help you, but I would need a proof that you didn’t breach this term. This could be, for example, a screenshot of your gaming history.

Please note that we would like all casinos to technologically enforce the maximum bet rule, as we mention in our fair gambling codex (https://casino.guru/fair-gambling-codex-for-casinos#max-bets), but most casinos don’t do that yet.

Thank you in advance for a reply.

Best regards,

Kristina

While I was aware I had a bonus (& I kept playing & playing till it "allowed" me to withdraw, I've have never known that I couldn't go over $2.40 bets. If this is the way it is why are we able to place bigger bets, or even be allowed to withdraw in the 1st place? As i would have kept playing with my winnings if I'd know that!! Then when we win we go through all the ID checks etc, get cleared & then get told it's voided!! How cruel is that? 

Hello Kelly,

I agree with you, and as I already mentioned in my last message, all casinos should technologically enforce the maximum bet rule (so you cannot bet more than it is allowed and avoid situations like this). I am really sorry, but I can't help you with this problem even though I would really love to. 

This rule (maximum bet must be less than 20% of the bonus value) isn't hidden, it is clearly stated in the casinos T&Cs and you as a player should always read them and make sure you understand them. 

I apologize, but I am rejecting your complaint, because you breached the casino's terms and in this case, there is nothing we can do. The only thing I can do for you now is to recommend you to be more careful in the future and if you don't understand any point of T&Cs or you aren't sure, please ask the support.

I hope you won't come across a problem like this again.

Best regards,

Kristina