Bspin.io Casino - Player's winnings were confiscated due to the max cashout rule.

I am got 20FS upon registration. played and earned about 2$.bonus have wagering 35×. I am finished wagering with that starting 2$. or 82uq(uq =casinos some kind of cryptocurrency) bonus was expired, and disappeared from my account. in that point I am had about about 150$. then i am contacted bspin support for explanations about casinos fee and taxes. Ozzy from support is told me they chargers 10× of requested withdrawing amount.then they suddenly take it from my account about 120$ , left me 20$ with explanation that is max cashout. but that is max cashout for 20fs. and I didn't cashout money from FS. that bonus is expired that moment when I am finished wagering. and money is become real balance. but that guy Ozzy was offended to my complaints on 10× fee. he is just take away money. I know its decision by one man, not casino. And I know they haves in their T&C for every possible situations. but still, it was no be any terms violation how its he said. Casino looks very good and its probably fair with good RTP, and I dont want to sunds vinny, but I am earned that money from nothing.

Dear dancerreddevile,

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

Do I understand it correctly, that you have accumulated your winnings purely from Sign-up Free Spins?

Could you please advise if the maximum win rule was part of the terms and conditions of the bonus that was credited to your account?

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

The moment when the maximum limit is applied to a player's balance can be different, the most common moments are when the wagering of the bonus is complete and the bonus is converted to real money balance, or when a player requests a withdrawal of their winnings.

If there is any additional information that would support your case, please do not hesitate to contact us.

Best regards,

Tomas

Dear Thomas,

I did not express myself or describe the case so that you would understand why I objected. The problem arose when I wanted to withdraw money. I did play with the bonus money at first, but when I finished the conditional spin I didn't even have $15. then the money went to "real balance" and I continued to play. only then I made 150$ and it lasted for days. I wrote an email to their customer service, to find out about the commission that the casino charges for withdrawals, because I have already read several complaints from players about the predatory commission on the withdrawal of any money that is not from the deposit. Ozzy, That's how the bar is signed, he told me that it can be 10x of the payout. when I replied that I had not seen it anywhere until now, he just got offended, suddenly took about $120 from me and said that now I can withdraw the $20 that was left on the account. I earned about $2 from the 20 FS received, when I finished the conditional trade I had maybe $15 at most. his excuse is that they can charge a 10x commission on a payout. regardless of what they have in the T&C I think it's unfair! they have everything in the T&C, even that they don't have to pay me anything.

Thanks for the explanation.

Do you have your interaction with the casino representative saved? Please send me the chat transcript or screenshots to my email at tomas@casino.guru for review, alternatively, post the information here.

Dear dancerreddevile,

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.

Dear Thomas,

all the transcript from bspin was deleted, because I moved their answers to unwanted messages. I also wrote to lcb.org, but they contacted the casino rep. and got the answer that it is an ordinary "player bonus" and that it is all nicely written in their T&C. But now I ask you nicely; when the money from the bonus goes to the real balance,,? I don't know what is not clear here?! the moment I made the required 35x spin, I had $20 in my account. then I received an automatic message that the bonus was closed, and that the money was transferred to the real balance, but not enough for the minimum payout. then I continued to play with "real balance", and after maybe ten days I had maybe $150. only then did I write a mail to bspin support, because I saw on many forums that players complain about too high commissions. The lady from bspin replied that they charge up to 10x for the first payment?!! and so they took off about $120, left $20 and said now you can withdraw your money. it's not about bonus money at all, because I continued to play with the $15 I got from the bonus, and reached 150. The bonus was over a long time ago, at least that's how I got the automatic message. Now bspin claims it's just bonus money after all?! But it didn't. maybe I'm not expressing myself properly so you don't understand me. from 20 spins I earned $3. after i played 35x conditional spin , i had $20 maybe. not enough for minimum payout. i continued playing, and when i made 150$, bspin acts like i got it from free spins. I really don't know what is so complicated here? I see that bspin has hedged with its famous T&C. they also have an item that they don't have to pay anything, if they find it appropriate, in a given situation?! they also have an item where they charge a commission of ×10. on $100 they will charge $1000 for the first payout?!!? what is that, if that's not predatory, I don't know what is. who else charges that? and they are a casino from the metaspin group?! one player somehow manages to make $100 out of their $3, and they won't even pay that?! What if I won $10,000?

I understand the situation, thanks again for your reply.

Please understand we are asking only for supplementary information to illustrate your case as it's much more pertinent to have a complete picture of the situation when confronting the casino.

Thank you very much, dancerreddevile, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi dancerreddevile,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Bspin.io Casino to join this conversation and share more information regarding the case.

Could you provide an explanation for why the player's winnings have been capped even after fulfilling the wagering conditions?

Thank you.

Best regards,

Tomas

Hi guys,

Let me jump in and thanks to dancerreddevil for coming out with an issue so we can resolve it.

The T&C state that the maximum withdrawal amount from gameplay with bonuses is 10x the bonus amount. This means that if the player had won 150$ with 20FS he would have been able to withdraw 10x this amount so even 1500$ would be allowed. In this case the player won 3$ with the bonus and is able to withdraw 30$. Ofc this is after they go through the wagering requirements for a particular bonus. You have to understand that this kind of a bonus is real money non deposit bonus and without such precautions it would not be sustainable to have them in offer. But having said this we should really think of a better way to enforce this rule without withdrawal of any amount from the player account as I understand it might be frustrating having a certain amount and than withdrawn. 😕

hi bspin, you really seem professional when you respond so quickly. but this statement of yours will not go over here like you did ns lcb.org. it's not the bonus money you took from me. there is the exact amount I had in the account, when I completed the conditional turnover of 35 ×. and it's bonus money, everything after that i earned is real balance. so now I invite you to tell the correct information here. When I finished the conditional trade, I didn't even have the minimum payment. that was bonus money, $20! as I continued to play, I still had no conditional turn. the bonus closed and I received the mods to be able to request a payout. you first told me that you charge a fee of 10x of the winnings, and then you started the story about the famous bonus. Come on, please explain when the bonus ends, and when it switches to a regular account without any further conditions. I also invite you to explain why you are charging 10x the payout?! what casino still charges that? for this very reason, there is also an international law on betting shops, which says that you cannot do whatever you want. the fact that you wrote your T&C, it's a shame for that Meta group. Such a powerful corporation, and you're messing around here for $100. And I see on various forums that I am not the only case, and that many players complain about taxes and confiscation of money. Maybe we should all get together and write a petition first to your Meta gaming, then a joint lawsuit in the Curacao court. If you are not in a position to pay out winnings, put netflix instead of slots and we will pay you to watch series, and everyone will be happy...

This is exactly why we are happy to have a third party arbitrage player requests so we can get an honest resolution.

Please @Tomas let us know if you need more information to resolve this.

Also, *Minimum withdrawal at Bspin is approximately 0.75$"

would you be so kind @bspin.io to answer my questions.

1. How much money did I have when the bonus and conditional turnover ended?

2. what are you charging a fee of 10x on the payment?!

I am also glad that there is someone like Casino Guru, who stands with the people against the evil imperialist corporations.

1. How much money did I have when the bonus and conditional turnover ended?

It appears you had 20$ when you finished the wagering requirement for the 20 no deposit Free spins offer. This would be eligible for withdrawal right away as you would be allowed up to 30$ withdrawal. You kept playing and reached 150$ but the withdrawal cap is 30$ due to your bonus win amount of 3$.

2. what are you charging a fee of 10x on the payment?!

This is not a fee. Itt a cap on withdrawal amount for free bonuses as described above.

Also, evil imperialist corporation comment really hurts our feelings as we run the entire operation on crypto predominately Bitcoin.

@tomas you got the data now. bspin.io question for you: can I play with bonzs money in your casino, and then rebalance? or do I have to wait for payment, as soon as we reach the conditional turnover?

and when do you think the FS bonus ends? the moment I completed the conditional spin, my bonus showed as expired. I ask you now, am I still a bonus player after that, or do I become a standard player without any conditions? don't be contradictory sir. pleonasm and pluralism prevail in your sentences. and my comment is a reflection on your behavior towards me. I'm sorry, that's how I perceive you, and I feel like Oliver Twist with his iconic line. 10x commission,?! it's your payment escape door.

Dear all,

Kindly grant us additional time to complete the investigation. We will provide an update once we have reached a conclusion.

Thank you.

Kind regards,

Tomas

Dear dancerreddevile,

Before we proceed, could you please confirm if you received the FS bonus without making any deposit? Basically, I'm asking if it was a no-deposit bonus.

Thank you.

Kind regards,

Tomas

yes it was a no deposit bonus of 20 spins for the fruit zen game. bet per spin was maybe $0.2 but not sure. It is actually often a bonus, which is obtained by mining. 5 spins are given every hour for activity on the site.

Dear Bspin.io Casino,

Can you please clarify which rule you used to cap the player's winnings? I only found the rule applicable to reload and deposit bonuses:

"Article 5.12

Where any type of reload or deposit bonus has been granted to you, subject to you having met all wagering conditions, you might be limited to a maximum withdrawal value of 10 times your deposit amount. Any remaining balance will be considered forfeited. This clause will only be applied at the discretion of the management. Progressive jackpot wins are exempt from this clause."

Thank you.

Kind regards,

Tomas

Hello Tomas,

8. INSTANT BONUSES

Article 8.1

• Any bonus that is cash or bonus received from the casino, for example via Customer Support, is classified as an instant bonus. We reserve the right to limit any winnings from an instant bonus to 10 times the value of that instant bonus. For example, if you receive a 100,000 μBTC. instant bonus, a maximum of 1,000,000 μBTC. is eligible for withdrawal if we choose to enact this clause.

This was used.

Dear Bspin.io Casino,

Could you kindly clarify how the player received the bonus? I am curious to know if the player was informed about this rule being applied to the bonus. I have gone through your website and found that the rule is only mentioned in the T&Cs for deposit and reload bonuses.

Also, the link itself says so: https://bspin.io/home/depositbonustermsandconditions

Additionally, when a common user reads these terms, it seems to be quite confusing to understand that "Instant Bonuses" should refer to Free Spin bonuses, which at the same time could be No deposit bonuses as well. Let's have a look:

What I'm trying to clarify is whether players are made aware of the specific terms when the FS bonus is not available on the website.

Thank you in advance for your cooperation.

Kind regards,

Tomas

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.

Dear dancerreddevile,

Since the casino has stopped responding, we have no other choice but to consider their position as final. After consulting the case with my team, our position is a bit different though. Here's why:

From the casino's standpoint, you have violated a rule, entitling them to cap your winnings.

From our perspective, this particular case deserved better treatment. Although it was a no-deposit free spins bonus, meaning it was essentially free money for players, we believe that in this situation the rules should have been clearly communicated to you. Unfortunately, this was not the case. It is quite difficult to locate the terms for this bonus, as they are not visible on the website, and are instead hidden within the terms for the 1st deposit bonus, labelled as an "Instant bonus". Moreover, there are other terms for no-deposit and free spins bonuses that do not have a maximum cashout condition, which can be confusing even for experienced players.

Concluding all the information above, I am forced to close this case as unresolved. 'AGAINST FAIR GAMBLING CODEX'.

However, if the casino decides to react, we will reopen the complaint, and you will be notified by email. 

We can imagine finding some compromise at least, but without cooperation from the casino side, there is hardly something that can be achieved.

There might be one more way though. You can try to file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to info@gaming-curacao.com.

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas