The player from Latvia had deposited €20 at Spinbara Casino and received a deposit bonus but found himself limited to winning only 10 times the bonus amount, which he claimed had not been clearly stated on the website or in prior communications. He raised concerns about this rule being enforced selectively after a long history of playing and receiving bonuses. The issue was resolved after communication with the Complaints Team, who confirmed the resolution with the player. The complaint was marked as resolved following the player's confirmation, with no further action required.
Spinbara Casino - Player believes he has been scammed by bonus restrictions.
Resolved
Our verdict
Case closed
Amount: €620
Spinbara Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
Hello. Yesterday I played at Spinbara Casino, deposited €20, and received a deposit bonus. I wagered the bonus and had €620 left, and most of it was gone, leaving only €154. I contacted the casino, and they said you can only win 10x. I asked where it was written in the rules that it was 10x, since it wasn't written on their website. They said that an email is sent with each bonus stating the rule. I looked and was redirected to their page, which doesn't mention anything about it. I was concerned because I've been playing at this casino for a long time and have received deposit bonuses many times and wagered them frequently, but this is the first time I've only been able to win 10x. I think I've been scammed. Therefore, I ask you to look into this matter.
Automatic translation:
Public
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3 weeks ago
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3 weeks ago
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 kindly confirm the amount of your winnings both before and after the cap was implemented?
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
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Sergejs15,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
