CashSpins Casino - Player’s winnings have been cancelled.

Hi I deposited 20 euro on cash spins casino and won 120 euro on the slots doing 1 euro stake I then before I withdraw decided to do one spin on roulette something I do across all betting sites to boost winnings I bet 60 euro on row 2 and 3 and won 90 euro (30 profit) which gave me a total of 150 euro so I withdraw this amount. Then cashspinscasino took 130euro from me and rejected withdrawal due to betting over 30% of my deposit which is in there terms and conditions however I only won 30 euro from better over the other 120 euro was on slots which I have screenshots of game history when I contacted customer services they said no were taking all the winnings as it was over 30% but like I said only 1 spin was and I'm happy for them to take them winnings but not the 120euro I won on the slots. I have photos and chat transcript if needed.

Dear Christopher,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.cashspinscasino.com/general-terms-conditions/?lang=en:

"Betting rules

. It is the Player’s responsibility to know the rules of the game where he is placing wager.

. The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play or additional betting rules described in Terms & Conditions.

. "Irregular play" includes, inter alia:

. Placing bets or Purchasing in-game features including but not limited to free spins equal with the "total value" greater than or equal to 30% (thirty percent) of the smallest deposit in play."

Could you please confirm that you haven’t activated any bonus when depositing funds into your account? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Sorry Christopher, you meant no bonus just a standard deposit, correct?

Yes standard deposit with no bonus.

Thank you very much, Christopher, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Christopher.

I am very sorry to hear what happened to you. Unfortunatelly the rule about 30% max bet which was applied on real money, we consider to be a predatory rule and shouldn't be used by any casino. We warn players about such practice in our review, and rating 0/10 speaks for themself. I am very sorry, Christopher, but there is no way how we can help you in this situation. The casino has no license, and they believe that everything that they write into their terms, players needs to follow, doesn't matter how silly it is. We will, of course, publish this your complaint but lowering of the casino rating isn't possible they are already on the bottom of the pit. I am sorry for a bad news.

CashSpins Casino representative, please write to us your statement about this case.

Hi yes as I said previous the 30% rule only applied to 30 euro win not the other 120 euro that they took ?

We would like to ask the CashSpins 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’.

No, Christopher it applies to all bets and also all winnings.

Thank you for reaching out to us. As the casino advised the player, the winning were confiscated under the betting rules as follows:

9.2. The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play or additional betting rules described in Terms & Conditions.

9.3. "Irregular play" includes, inter alia:

9.3.1. Placing bets or Purchasing in-game features including but not limited to free spins equal with the "total value" greater than or equal to 30% (thirty percent) of the smallest deposit in play.

Unfortunatelly, Christopher, there is nothing we can do about it. We will, of course, publish your complaint as a warning for others, but the rating of this casino already reach a bottom. Please always check the review of the casino before you decide to play somewhere.

Because of all writren above we decided to close this complaint as "unresolved".

CashSpins Casino proves that they want to use predatory terms against the players, we already convinced many casinos to fix their mistakes and change this rule with the rule which only applies to bonus money and not affect players who play with real money. Unfortunatelly in this case they don't want to see what they are doing wrongly.