Betspino Casino - Player’s winnings have been lost and account has been blocked.

I played on Betspino en won 24.000 euro.

When I try to withdrawal the money, only 5000 euro was max.

I waited 4-5 days when they payed.

In the time I played with the orther money like 19.000 euro in Sugar Rush 1000 and buyed 500 euro bonusgames, the result i lost everything.

My complaint is that there is NO care of beware of reckless gaming or responsible gaming. Everytime I refund the withdrawal and now i lost everything in a gamble rush.

This is a fault of the casino and they dont look at me as a player.

I hope that I can refund a part of the money like 5000-10.000 euro of gesture of goodwill.

Also I am a Dutch player, so they need to follow also responsible gaming. No possibilities to lock the withdrawal.

I hope they can refund me this amount ortherwise i will make a complaint at the KSA Kansspelautoriteit.

I tell the case at the VIP manager and now my account is blocked.

Kind regards,

M. B.

Dear MrHolland,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Terms and Conditions of Betspino Casino and this is what I found:

WITHDRAWALS

3.The maximum withdrawal amount for non-jackpot winnings is capped at 20000 EUR or its equivalent in other currencies per month, split over 5000 EUR or its equivalent per week. Withdrawal limits may be increased, depending on the player’s VIP-level.

I understand how frustrating it must be to wait several weeks for all your winnings to be paid out. However, based on these terms, it appears that Betspino Casino is operating within its stated withdrawal policies. If you've lost your balance while playing, we regret to inform you that we're unable to offer any compensation from the casino. If you're struggling to control your gaming behavior, I suggest requesting a cool-off period or self-exclusion from the casino.

Moreover, Betspino operates with a license issued by Curacao. This licensing authority does not request casinos to provide the players with the option to lock their balance while waiting for a withdrawal.

Please let me know if there is anything else I can assist you with. Thank you for your understanding.

Best regards

Veronika

Hello,

The CasBit Group isn’t anymore at Curacao do the penalty’s from de KSA in the Netherlands.

I was a VIP player from the winning, after 1 withdrawal i make more, every day, the there was the problem it take 4-5 days until they sent is.

So, then the game, how is a RTP possible of losing 20.000 euro!

I hope that a gesture of goodwill maybe help, also for other players like a warming for the casino and to take care over players.

When there is no solution i will also a complaint to the KSA, but for both parties it is not the best situation.

Thank you for the information.

I'm sorry to hear that you lost such a significant amount in such a short time. However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance. 

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me at veronika.l@casino.guru if there is anything else I could do for you regarding your complaint.

Dear MrHolland,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.