The player from the United Kingdom had won £3004 but faced withdrawal issues as the casino claimed she had breached their rules, offering only £400 as a goodwill gesture. The Complaints Team clarified that while the maximum bet rule was an industry standard, the casino's software should ideally have prevented such breaches. Unfortunately, the complaint was rejected due to the inability to penalize the casino for this situation.
Spin Million Casino - Player's winnings have been confiscated.
Closed
Our verdict
Unjustified complaint
Amount: £3,004
Spin Million Casino
Safety Index:Very lowCase summary
Discussion
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5 months ago
Won £3004 in good faith. Their system allowed me to play and win this amount. Now they say I have breached their rules and offered me £400 as a good will gesture
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5 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: 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.
However, 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 dominika.l@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,
Dominika
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5 months ago
Hi
Thanks for your response. Surely however it is their system which is at fault, as it allowed me to play in good faith, and win this amount?
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5 months ago
Dear player, we genuinely wish we could help further, as we fully understand how unfortunate this situation was. While we believe that a maximum bet limit should ideally be built into the software to prevent accidental breaches, this isn’t yet a standard across the industry, and we are not in a position to penalize casinos for this. I understand this may be disappointing, but I hope this helps clarify the situation.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
