Betspins.io Casino - Player’s winnings have been reduced.

On the 9/6 I deposited 69.1 USDT took the welcome first welcome bonus finished it off, won the level 3 jackpot of 27.23 USDT which has zero wager. Lost the wager for freespins 3.84 USDT. Requested to withdraw 1000 USDT then get the balance reduced down to 25USDT. Got told by customer support that because of the level 3 jackpot has a max win of 25 USDT. How can a jackpot that dropped randomly gave me 27.23 USDT have a max win of 25 USDT when there was no wager requirement. Which makes no sense.  During the whole game play my balance never fell below 50 USDT. The funds came from the first deposit bonus. Therefore I’m entitled to withdrawal the requested amount . Support said that the financial team manually checked and made the corrections. If I was to win the 550,000 USDT jackpot then max win would be 25 USDT thats how it sounds to me.Theres no where in the bonus terms and condition that state it’s either. I keep getting the same response the manager hasn’t checked it to come back . I asked the support team what is the withdrawal for the jackpot and never get an answer or they say is your case is referred to the manager.My account is also verified. If you need any other details I’m happy to send.

Dear jaydennn2,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betspins.io Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please describe what your balance looked like after you finished wagering the first deposit bonus?
• At which point did you accumulate the winnings of 1000 USDT you wished to withdraw?
• Have you opted in to participate in the promotion or was your participation automatic? https://www.betspins.io/jackpots

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi, once the wager was completed I had about about 700 USDT. When I accumulated about 1060 USDT I went to withdraw 1000 USDT because I had came 6th place in the weekly tournament , Race bonus and got the prize of 83.58 USDT and 278.59 USDT . I knew it might get mixed up from the first deposit bonus. The jackpot the prize is randomly trigger when placing a bet of 1 USDT real money on pretty much a majority of the slot games.

From the screenshot of the conversation I sent support : Level 3 bonus has the max win in the amount of 25 AUD.

however the jackpot 27.33 USDT is equivalent to $41 AUD.

They even said it was manually checked and adjusted by the financial specialist department

There would be no point for the jackpot to win something big only to withdraw a small amount.

I have gone to a conclusion that they won’t pay out they went as far as changing their bonus terms and condition just to refuse to pay me.They went on saying that I violated the terms and bonus for the tournament bonus wager I told them it wasn’t relevant as it was different to the welcome bonus which I withdrew before activating the tournament bonus . Then made another excuse to now the terms and condition has changed and the max bet is 0.0000015 btc because it wasn’t like that at the time of playing. I went on the challenge them saying that it’s impossible because the equivalent currency for me is either in euro or usdt on the slot machine and that amount is less than 0.10 cents majority of slot machine doesn’t that have value. At the time of playing the max bet was 5 usdt even on guru site the max bet is 0.15 mbtc which is 10 usdt. No one in their right mind would take up a welcome bonus with a max bet of 0.0000015 btc it would take days of non stop playing to finish the wager. I read the terms and condition before playing made sure it was fair before depositing now it’s completely different

If you can send me an email address I can send the chat logs from different support making up from one excuse to another since I managed to expose each of their excuses to finally having to change their bonus terms and condition on. I’ve also taken a screen shot of the changed terms and condition just in case they try to change it again to something that makes more sense. Since they have now just changed to the max bet amount of less than 10 cents guru should have a warning for the welcome bonus for other players as it would set people up for a guaranteed loss

they limit even real money to 0.0000015 btc you lose as soon as you play

Thanks for your reply.

If the rule about max bet from real money is applied on a software level, and therefore the player is prevented from breaching the rule, we are not against it. If players' winnings were confiscated as a result of the breach of this rule regarding real money play, we would penalize the casino.

Since the winnings 1000 come from a welcome deposit bonus, we'll investigate what happened.

Please send me any relevant communication in the form of chat transcripts to my email at tomas@casino.guru

Alternatively, you can post screenshots here.

I only made one deposit and that was for the first welcome bonus. I have forward the email to you

I came 3rd for both the weekly tournament last week one for 0.00035 btc and the other for 0.009 btc. However there’s nothing about the tournament which is a little suspicious. As the week before that right after the tournament ended I received an email about my placing and the bonus awarded.

Thank you very much, jaydennn2, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

I received an email that the casino is closing on the 1st of July

Hello jaydennn2,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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.

Just an update the casino finally paid out the tournament prize of 183 USDT. However the initial prize was 409.79 and 819.58 USDT but I guess I’ll take it since they are closing on the in 3 days.

I am glad to hear that you got at least something from the casino.

What would you like to do with the complaint?

We can lower the amount and keep it as unresolved or close it if you are happy with the resolution.

Keep it as unresolved thanks

Thank you for confirming. I will update the case as unresolved in our system. Apologies for not being able to assist further.