SpinGreen Casino - Player's bonus situation leads to account issues.

Hey, I was playing in this casino , and i was playing a slot game called "zeus the invincible" from mascot gaming, and then the game started giving error when i landed into a feature in the game, i complained about the error to the live chat and they said it will be fixed in some time, so i went to sleep and when i woke up i checked the game , they gave me 10$ as a compensation for the error , and it had 40x wager. i dont like to complete wager, so instantly said "i dont want this 40x wager i dont want this bonus" on email, then i checked the slot and it worked and i won 47$ in it , now they are refusing to cancel the bonus, that was given to me without consent on there own terms which i did not accept. and they say if i want to cancel my bonus , they will take the whole balance.

they claim i should have declined the bonus before collecting win? huh? does it make sense? there is not even a button to cancel the bonus , and i have not even played with a single cent of bonus money

Dear whoseguys1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the slot game "Zeus the Invincible" and the issues with the bonus you received.

To better understand your situation and provide the best possible assistance, could you please clarify the following:

• What specific error message did you receive during the game?
• Do I understand correctly that you haven't started playing with the bonus?
• Are your winnings (47$) still in your casino account?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Kristina

Hey, So what i end up doing is , I completed the wager given by them and placed a withdrawl of 24$, and then i deposited again and played and and placed another withdrawl of 78$ and the casino has failed my withdrawl and there support replies very late and very unhelpful am attaching some scrrenshots of how they help with vague answers.

the first transaction was canelled by me so it shows declined and they failed the 2nd one, i trusted this casino cuz it was listed on casino guru, i thought they are legit , but they are not everything about them is unprofessional , and kind of scammy.

Thank you for your reply, whoseguys1. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do you currently have any pending withdrawals?
• Have you made any successful withdrawals before?
• Could you please advise if you have passed the KYC verification?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you.

Dear whoseguys1,

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,
Kristina
Casino.Guru