Need For Spin Casino - Player's withdrawal is delayed due to max cashout dispute.

This casino will not honor what they told me.

I asked BEFORE I deposited, what is the max cashout on the 70% telegram bonus in my account and they said very clearly 10x the bonus.

I deposit $300. Instantly they change the terms and say max cashout is $450.

I would never ever deposit to only have a chance to basically only win my deposit back.

This is a blatant scam. I asked for them to fix this and showed them the screenshot and they refuse and say I didnt use the proper bonus wording. WTF? My question WAS VERY clear.

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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 clarify how you found out about the bonus offer? Was it communicated to you via Telegram?
• If that is the case, could you kindly provide how the offer was presented to you?

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 there.

I went into my account to deposit and saw this bonus available. I then went and asked support how much the max cashout was. And as you can see it was very clear even using the words "telegram bonus in my account. 70%"

And they told me 10x.

I then won like $1500. And after wager was done they took it all but left $450 and said sorry you need to be more clear next time. This was actually for DIFFERENT telegram bonus. Oh ya right. Sure. I dont even use telegram lol

I had one bonus available in my account called "telegram bonus 70%" and I super clearly asked how much the 70% telegram bonus on my account was max cashout.

And then when I won...they said max cashout is $450 for this bonus? Huh? Deposit $300 and max cashout after $10,000 wager is $450??

This is clearly not true at all. And even if it was, they clearly enticed me to deposit and lied to me.

Hello,

Thank you for the additional information.

To properly assess whether the casino applied the correct maximum cashout rule, we need to verify exactly how the promotion was presented to players. Could you please provide either:

• a direct link to the promotion, or
• a screenshot/landing page showing how the offer was advertised before you claimed it?

Thank you for your patience and cooperation.

Best regards,

Attila

Hi there

It was listed on my cashier deposit option

I went to deposit in the casino and it said "70% telegram bonus or choose no bonus"

I then went and asked support about the bonus details of this bonus on my account before depositing since details were not listed on the casino and I did not get an email.

It looks like this. But instead of what it shows now..it showed 70% telegram bonus

Thank you very much for your response and the additional information.

To help us review the case more thoroughly, could you please provide a screenshot of your bonus history?

Additionally, please send any evidence demonstrating how the winnings were capped. For example, screenshots of your balance before and after the adjustment, your transaction history, or any communication from the casino explaining the deduction and the application of the maximum cashout limit.

This information will help us better understand how the casino applied the bonus terms and assess the situation accurately.

I look forward to your reply.

Hi there. Here you go. This shows them removing the $1162 amount and only giving me $446

This is their reasoning which is outrageous. Considering I said the exact words of how much is the max cashout of the telegram bonus. 70% reload in my account.

So there is no way this can be mistaken for anything else at all as I was super specific and super clear and there was only ONE bonus available on my account. This cannot be confused with anything else at all.

They are saying I needed to be more specific with the name of the bonus? Huh?

I asked with clear and direct details. They looked at the bonus and then told me max cashout was 10x.

So was there another telegram bonus on their end? Maybe. I guess so. I have no idea.

I had ONE bonus available on my deposit/cashier page. And I asked about it BEFORE depositing.

This should be a clear cut case. That if a mistake was made, its their fault as I did 100% my due dilligence on this by asking for all the details first.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello LeMessican,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

I would like to invite Need For Spin Casino to join the conversation.

Dear Need For Spin Casino,

I would kindly ask you to provide a detailed outline of the sequence of events relating to this matter.

In particular, it would be helpful if you could clarify:

• which publicly available Terms and Conditions were associated with and applicable to that bonus at the time it was claimed;
• and the reasoning behind the apparent winnings cap applied to the player's winnings, particularly if such a limitation was not communicated to the player in a clear and transparent manner prior to the activation of the bonus.

As the player has stated that only a single bonus was available in their account at the relevant time, it is difficult to reconcile this with the explanation provided by the live chat agent, namely that the player failed to specify the correct bonus name when making the inquiry.

Under such circumstances, it is natural for the player to assume that the information provided by the support team relates to the only active or available bonus on their account and to rely on that information when making decisions to participate. Consequently, the player may reasonably expect that the guidance received through official customer support channels is accurate, complete, and sufficiently clear.

To enable us to assess this complaint fairly and comprehensively, I would appreciate your clarification on the above points, together with any supporting evidence you consider relevant.

If there are any additional factors relevant to this matter that maybe cannot be disclosed publicly, I would greatly appreciate it if you could share them directly with me at michal.k@casino.guru, along with any supporting evidence, for an independent review.

Thank you in advance.

Dear Michal,

We have successfully provided all the details and evidence regarding this case. Please let us know if you require any further information or additional documentation from our side.

Best regards,

Need For Spin Casino Team

Please note.

The chat logs are very clear where I asked prior to depositing for very specific details.

I am also a pretty heavy depositor in wild tokyo and needforspin.

All deposits will be paused until a reasonable and acceptable solution is met.

I would also like to add my question was very clear and direct and at no point did chat suggest there could be any other type of bonus this could be for. They simply answered my detailed question with a detailed response.

The casino cannot have live chat, which is their day job, to respond to very thorough questioning and then claim after I win, oh sorry this was for another bonus. When in fact, I only had one bonus on my cashier and that is the one I asked about.

Therefore, the fault does not lie on the player as I did my due diligence as a player and asked all the questions I was supposed to.

Thank you for your time and understanding in the matter.

Dear Need For Spin Casino Team,

Thank you for your email. I have responded back with my thought and am looking forward to you response in the complaint thread.

Dear LeMessican,

I have received additional information and evidence that shed new light on the matter.

It has been confirmed that there was indeed a different bonus available in your account at the relevant time and that your enquiry was, in fact, related to that separate promotion rather than the bonus currently in dispute.

Furthermore, it appears that the information you received through the live chat was provided by an AI assistant rather than a human support representative. This distinction may be relevant when assessing the context and reliability of the information communicated to you during your interaction with the livechat support.

Nevertheless, I expect the casino team to provide a more detailed clarification regarding the sequence of events. This should offer a clearer understanding of the circumstances surrounding the matter and, ideally, help identify a solution that could lead to a mutually satisfactory resolution for both parties.

Dear Casino Guru Team and Player,

Thank you for reaching out and allowing us to clarify the situation regarding the player's complaint. We would like to provide a detailed sequence of events and explain the context behind this misunderstanding.

First and foremost, we would like to point out that the response the player received prior to their deposit and bonus came from "Aventodor." This is not a human customer support agent, but our AI chat assistant. Before any user enters the live chat, there is an explicit notice stating that they are interacting with an AI bot, meaning that information could occasionally be misinterpreted or misunderstandings may arise.

The specific bonus available in the player's cashier was officially named the "Telegram Hidden Bonus," whereas the player inquired about a "telegram bonus 70%." Because the exact name was not used, our AI agent processed the query as a question regarding the regular promotions running directly inside our official Telegram channel, which indeed carry completely different terms and conditions (such as the 10x maximum cashout). If the player had provided the correct name of the bonus or requested to double-check the terms with a human agent, they would have instantly received the correct parameters for the cashier offer.

While the player did receive the 10x max release information from the AI bot, they still had full access to the correct terms immediately after making the deposit. All applicable conditions for this specific offer were transparently detailed right inside the player's profile under the "My Bonuses" tab. The bonus card explicitly and clearly stated that the maximum release for this offer was 450 CAD. The player had to visit this tab, view the terms, and activate the bonus to start wagering. Had they noticed the discrepancy at that moment and contacted us immediately, we would have gladly resolved the issue right away, explained the terms, or credited an alternative bonus. Instead, the player accepted the terms on the screen, played through the entire wagering requirement, and the issue has been raised after the automated system capped the winnings upon completion.

We would like to emphasize that there was absolutely no malicious intent or deception on our part, and this situation stems entirely from an automated AI misinterpretation caused by an incorrect bonus name.

Nevertheless, we highly value our players and genuinely want to show goodwill in resolving this matter. Since the player did make a substantial deposit and relied on the information provided in the chat, we are prepared to accommodate them. As a gesture of goodwill, we are ready to restore the confiscated funds to the player's account in the amount of $1166.72 CAD.

If you consider our decision to restore the funds to be fair, please let us know, and we will credit the amount to the player's account immediately.

Kind regards,

Need For Spin Casino Team.

Hi there.

Thank you for doing what is right. I have played alot in your casino groups and have been an avid player so I do appreciate this.

The $1100 is not very much money as I play for tens of thousands across various casinos, its just whether I know I can trust a casino when something happens.

Because of this I will remain a loyal player as you have proven that you are willing to work with the player when a situation arises.

In the future I will make sure I do everything possible to find out the terms.

Thank you very much for proving you are a trusting and legit casino and I will be sure to make positive reviews and a positive post in your thread so players who review this website see you are a good standing casino.

I would also like to apologize for jumping the gun and calling the casino a scam and suggesting it was purposely misleading. I have dealt with various casinos and usually when this happens, that is the case. I now believe it was just a miscommunication and no ill will was meant.

Thank you casinoguru and needforspin.

I accept the return of the funds

Dear LeMessican,

Thank you for your kind words and for understanding the situation.

We truly appreciate your loyalty and are glad we could resolve this misunderstanding together. We would like to inform you that the balance of $1166.72 CAD has already been credited to your casino account.

We want to thank both you and Casino Guru for your cooperation and patience throughout this process, and we look forward to providing you with the best possible gaming experience moving forward.

Kind regards,

Need For Spin Casino Team.

I am pleased to see that the circumstances of this case have now been sufficiently clarified and that a fair and mutually acceptable conclusion has been reached.

Dear LeMessican,

As per the casino team's response, the C$1166.72 has already been credited to your casino account and is available for you. Please let me know if I can consider this case resolved or if you need assistance with anything else.

Hi there. Thanks very much again to both parties.

Can the casino make it so the amount can be withdrawn? Im trying to make a withdraw and its says balance available for withdraw is 0. So I cant withdraw any of it

Thank you

Dear LeMessican,

Thank you for letting us know about this.

We have thoroughly checked everything on our end and made sure that the funds are fully available for withdrawal from our side.

Please refresh your page or log out and log back into your account, check your balance again, and try placing the withdrawal request once more.

Kind regards,

Need For Spin Casino Team.

Now it works, thanks for fixing it.

I would like to let Casinoguru know this is resolved and the casino did a great job in this situation

Dear LeMessican,

Thank you for the confirmation. I am glad that our involvement played an important role in resolving this matter.

I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation.

I would also like to particularly commend the casino's fair and cooperative approach throughout the resolution process. Their willingness to engage constructively and work towards an amicable resolution is appreciated and reflects positively on their commitment to addressing players' concerns.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you might know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru