AllSpins Casino - Player's withdrawal is confiscated.

I am filing this complaint against AllSpins Casino regarding the unfair confiscation of my €500 withdrawal.

Case Details:

1. I activated a Welcome Bonus and successfully completed the 35x wagering requirement in full compliance with the primary terms (max bet €5, eligible games).

2. After requesting a withdrawal of €500, the casino cancelled the payment and voided my winnings of €492.16, citing Clause 14.2 of their Bonus Terms ("wagering Casino bonus whilst Real Money is locked in pending Sportsbook Bets").

My Arguments for Dispute:

• Lack of Technical Enforcement: The casino’s platform is fully integrated. At no point did the system block me from placing sports bets while a casino bonus was active, nor did it restrict casino play while a sports bet was pending. There was no warning or notification.

• Predatory "Trap" Terms: Allowing a player to spend hours completing a 35x turnover, only to seize the funds upon withdrawal based on a non-enforced rule, is a predatory practice. According to fair play standards (industry-wide), any strictly prohibited action should be technically restricted by the software to prevent accidental breach.

• Good Faith: I played in good faith and followed all clearly communicated rules. Confiscating legitimate winnings after the risk of play has passed (Unjust Enrichment) is unacceptable.

Requested Outcome:

I request that AllSpins Casino reinstates my winnings and pays out my €500 withdrawal in full.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

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

Best regards

Attila

Hi Attila,

Thank you for getting back to me and for your willingness to help with my case.

As requested, I am attaching the screenshot of the specific bonus I activated and the complete communication I had with the casino regarding this issue.

I would like to emphasize a few key points regarding my situation:

• Good Faith: I played in total good faith. I made sure to read the terms and conditions before making my deposit and activating the bonus.

• Hidden Rules: I did not see the specific rule they are now citing (regarding spin behavior/saved bets) anywhere in the visible terms during my play. It feels like an unfair "trap" hidden in fine print.

• Lack of Precedent: I have played at many online casinos in the past, and I have never encountered a rule like this before. It is highly unusual and, in my opinion, designed to void legitimate winnings.

I believe the casino is using these obscure conditions as an excuse to avoid paying out my rightful winnings.

I hope this information helps you move forward with the investigation. Please let me know if you need anything else from my side.

Best regards,

[Redacted]

Dear Player,

Thank you for your response.

Could you kindly provide information regarding the timeline of the events? Specifically, when was the bonus activated and when was the sports bet placed? Additionally, I would appreciate it if you could clarify whether the bet in question was a winning one. If it was, did you receive the winnings while the bonus was still active?

Thank you for your cooperation.

I don't have a timeline. I explained the situation completely above.

I'm very sorry but you haven't answered any of my previous questions. Please check my previous reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.

Dear kevin1921,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru