The player from Switzerland had pending withdrawals worth 4800 USDT at Betspins.io when the account was suspended for allegedly violating newly changed bonus terms. Withdrawals had been pending for a long time, and the discrepancy between old and new maximum bet limits raised concerns. Despite the Complaints Team's efforts to contact the casino, there was no response from Betspins.io. Consequently, the complaint was marked as 'unresolved,' potentially affecting the casino's rating negatively. The player was advised to contact the Antillephone Gaming Authority for further assistance.
Betspins.io Casino - Player’s account was suspended and his withdrawal was delayed.
Black points: 755
Amount: 4,800 ₮
Betspins.io Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
4 months ago
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5 months ago
Translation
Dear Casino Guru Team,
I had pending withdrawals worth a total of 4800 USDT at Betspins.io when I received a straightforward customer support email this morning that stated I had violated the bonus terms and conditions. They claimed my bets were above the limit, despite the fact that I had gone through all the bonus terms and conditions beforehand. When I checked the site, I was horrified to find that they had promptly changed the maximum bet limits in the T&Cs. It's unfortunate that the bot on the site didn't catch this fraud. The discrepancy between the old and new maximum bet limits should raise some serious concerns.
My account was also immediately suspended. I received this email this morning, right after I requested the withdrawal of the last part of my balance yesterday. They probably realized that I wasn’t going to gamble the money away. The first tranche of my withdrawal had been pending for quite some time.
I've always found DAMA NV to be an upright group and enjoyed playing there regularly. I never thought that fraud would occur here as well. This is my first complaint in all these years, and I hope it will be my last.
Thank you in advance for your help.
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5 months ago
Dear BlackPeter1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:
Any issued bonuses are by default limited to a maximum bet during wagering: 0.0000015 BTC or equivalent currency unless otherwise specified. Maximum bet limit includes bets doubling after a game round has been completed, as well as bonus rounds (purchased within the game).
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you believe the maximum allowed bet was different before you activated the bonus?
- Do you have any proof to confirm this?
- When did you activate the bonus?
Thank you very much in advance for your reply.
Best regards,
Kristina
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5 months ago
Translation
Hello Kristina,
First of all, thank you for the speedy processing. I activated the bonus from Sunday to Monday night. The first payout had been pending since Monday lunchtime. I then requested a payout of the remaining balance last night and received the email with bad news this morning. Unfortunately, I don't have any screenshots of the previous version of the terms and conditions, but they were definitely not updated on May 26th, but only recently. So the date is also a lie. As you correctly wrote, the current maximum stakes with or without bonus are 0.0000015 BTC, which corresponds to 0.1 USD (!) at today's rate. The chatbot also still has the actual limits, as can be seen in the screenshot. This is 0.00015 BTC, which makes more sense at the equivalent of 10 USD. The whole thing is pretty cheeky.
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5 months ago
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Good morning,
I have new evidence to provide. The sitemap of Betspins.io shows that the last changes to the bonus terms and conditions were made on June 11th. However, the last change date is given as May 26th. So changes were made without changing the date or a date from the past was deliberately entered. In addition, I requested the last withdrawal on June 11th.
By the way, I now have access to my account again, but otherwise have not heard anything from them.
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5 months ago
Thank you for your reply, BlackPeter1. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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5 months ago
Translation
Hello Kristina,
I have sent you the communication. I would like to note that Betspins has removed all tournaments from the website. Also, I have not received my reward for last week's tournament. Seems like there are various things going on or the casino is close to insolvency.
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4 months ago
Thank you very much, BlackPeter1, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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4 months ago
Hi BlackPeter1,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Betspins.io Casino to the conversation to participate in the resolution of this complaint.
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4 months ago
Translation
Good day everyone,
The confiscated amount was credited back to my gaming account without explanation or apology, but now there are problems with the withdrawal. The first withdrawal request was canceled because I have to be verified first. I have submitted all documents. ID and address were also confirmed quickly, but the verification of the deposit has already taken over two days. The withdrawals show the status pending.
Regarding the unpaid tournament reward, when I asked in the chat I was told that someone would get back to me. However, I haven't heard anything since.
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4 months ago
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Hello everyone,
I asked in the chat today, all documents seem to have been submitted and are OK. What is alarming, however, is that they are not sure whether the payout will be made by July 2nd. There was no answer to the question of how and whether anyone will still process payouts after the casino closes. I am therefore asking you to take quick action. I have sent you the transcript by email.
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4 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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4 months ago
Hi BlackPeter1,
As it seems, the casino won't be responding here. Has there been any news?
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4 months ago
Hi BlackPeter1,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-3) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.
Best regards,
Peter
