PirateSpins Casino - Player’s winnings are being confiscated.

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Dear player, 

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

I have checked the terms and conditions of the casino and have found the following rule:

13. Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 8 NZD, 32 PLN, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 15 NZD, 60 PLN, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion.

Our position is closely explained in Fair Gambling Codex: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. 

Can you please specify if you have any VIP level at the casino? What was your deposit amount and the value of the bonus? If you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is natalia.b@casino.guru. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards, 

Natalia

Good morning Natalia,

apologies your reply notification went to spam.

I have requested full gameplay history in pdf format as screenshots only show 5 transactions and there is lot to go through. And I need to total up spend where they claim wrong doing. However the casino has not responded to my request.

I know that there are rules and I try adhere closely to them. The bonus amount was 50% of deposit. £30 deposit so £15 bonus.

I remember checking my balance status and bonus cash said 0 and all monies were showing in cash balance. I have taken some screenshots and when I get chance later I will email them adding an explanation for each.

Dear player, can you please update me regarding your issue? Were you able to get the game history from the casino? Please, send it to natalia.b@casino.guru. If the casino refused to provide you with the document, could you please forward me your request and their response anyway? Thank you!

I requested during a lengthy email exchange and no they haven’t provided it as of yet. I have sent another request this morning. I have tried to screenshot but there is just to many.

I have forwarded the email exchange from today they were refusing to send stating they only have 7 days which I know is untrue as last week I could see right back to June. I have made a DSAR request with them although I don’t hold much hope.

Did you receive my email

Casino continue to refuse to provide information requested. Say they can’t access it which contradicts their own t&c’s and privacy policy!!

I have managed to take screenshots and a recording. I will try and make it make sense and get it over to you

Dear player, thank you for the emails. Do you remember what bets you were placing? Could you please share the screenshots of your gameplay that you were able to make? You mentioned them in your first message. Please attach them here or send them to my email address at natalia.b@casino.guru.

Dear bx4chgnb5y,

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,
Natalia
Casino.Guru