Spinoloco Casino - Player's winnings have been incorrectly settled.

My problem is that the casino incorrectly settled my gaming winnings. Twice in one day, it credited my balance with an amount less than I won in bonus rounds. The first time, I had 150 PLN in my bankroll and won bonus rounds in a game from the developer: Evoplay. In the bonus round, I won a total of 753 PLN. After claiming my winnings, my balance was 388 PLN, so they only credited 238 PLN to my balance. Where is the missing 518 PLN? After checking the chat, support wrote that I supposedly won 387 PLN (which already shows I received a different amount). Of course, I sent a screenshot of the conversation showing the game ID and the winning amount. The conversation ended with support sending a support ticket to technical support, and I was to wait for their response.

The second situation with an incorrectly credited balance occurred a few hours later in a game from the provider: Pragmatic Play. When I received the bonus, I had 102 PLN in my balance, and the final bonus amount was 403 PLN. After settling the bet, my balance showed 350 PLN, which shows that only 248 PLN of my winnings were added, so where is 155 PLN?

. This time, I learned in the chat that the maximum payout per spin is supposedly 250 PLN. I know that the terms and conditions says this but it only applies to deposit bonuses. However, my bonus is a no-deposit bonus. After collecting 200 coins, I exchanged them in the store for a mini game: Forest Rush, in which I had 15 spins.

The terms and conditions for these promotions don't specify a maximum winnings per spin, which I also noted during the support conversation, including sending all necessary screenshots confirming this. I was again informed that the matter had been reported to the appropriate department and that I should await their contact. In my case, I didn't feel any willingness to help from them, unfortunately, not for the first time.

I'm starting this dispute because such situations should be treated as a priority, considering that I have until February 10th to redeem the bonus, which means it will expire soon, and the total amount in dispute is almost 700 PLN. I've never encountered an incorrectly settled bet at any casino. In my opinion, this is very important to resolve the issue as quickly as possible, and extending and canceling it is a blatant disservice to the player. I felt like I was being cheated. The bonus will expire, and I haven't heard from them yet. I'm asking for help in resolving this issue.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Kamiliowa1769,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the incorrect settlement of your winnings at the casino.

To better understand your situation and assist you effectively, could you please provide further details on the following:

• What specific date and time did the incidents occur?
• Can you provide the names of the games in which the issues arose?
• Have you received any further communication from the casino's support team regarding your tickets?

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,

Petra

Hello. The first incident occurred on February 7th at 2:21 PM in the game "Candy Craze" from Evoplay. The second incident occurred the same day at 6:04 PM in "Club Tropicana" from Pragmatic Play. Unfortunately, since the dispute was opened, a third incident occurred in which the winnings were incorrectly calculated, resulting in a total of 873pln missing from the balance. This incident occurred on February 8th at 11:52 AM in the game "Sugar Rush" from Pragmatic Play. I'm attaching screenshots of this incident along with the response. Unfortunately, I haven't received any response from the casino yet, despite contacting support after each of these incidents, and they assured me they would get back to me.

Dear Kamiliowa1769,

Thank you for your reply. I have checked no deposit bonus policy, and this is what I found:

No Deposit Bonuses: Unless stated otherwise in the specific promotion's Terms and Conditions, all no deposit bonuses are subject to a wagering requirement of 45x.

No Deposit Free Spins: Winnings from no deposit Free Spins are subject to a wagering requirement of 40x, unless specified otherwise in the promotion’s Terms and Conditions. A maximum win limit of €100 applies.

"All "no deposit Bonuses" have a maximum winning amount of five (5) times the Bonus amount. This limit applies to the total winnings generated during the entire bonus session. The maximum winning amount of 5x the bonus applies after wagering requirements are met. he maximum winning amount (5× the bonus) applies after the wagering requirements are met. Any winnings exceeding this limit will not be transferred to the player’s Real/Actual Balance and will be forfeited.

To withdraw winnings from all "no deposit Bonuses" and "no deposit free spins", you must have made at least one deposit to your account. This is required to verify the payment method and confirm the ownership of your payment method.

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.

• Could you kindly share a link or a screenshot related to the Bonus with us?
• Additionally, is there any other pertinent information that could support your case regarding the unfair capping of your winnings?

Thank you for your cooperation

The bonus amount I had and wagered was approximately 350 PLN, so if the terms and conditions state that the winnings limit is 5x the bonus amount, then my winnings are within that limit. 5x approximately 350 PLN = approximately 1750 PLN.

So I don't understand why they weren't credited. During the days I wagered the bonus, I had larger winnings in the game and they were added to my balance. I can't find and list which games these were and when because I don't take screenshots every time, and the game history on the casino website is quite vague.

This doesn't change the fact that my winnings were within the limit but weren't credited to my account.

Thank you for your reply and for providing the previous details, Kamiliowa1769.

• Could you kindly share a link or a screenshot related to the Bonus with us?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello, regarding the bonus, I only have the screenshots I'm attaching. I had more detailed access to the bonus description in the "Bonuses" panel under the exclamation mark that appeared next to the bonus. The exclamation mark disappeared on the first day of bonus turnover, and I didn't have time to take a picture, but I did manage to read the information.

I've only contacted the casino via chat—four times. I haven't even tried email anymore. I've been discouraged enough by the chat conversations. I haven't received any response yet—total ignorance from the casino. I sent the screenshot via email.

Best regards.

Dear Kamiliowa1769

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 Peter (peter.c@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,

Petra

Hello there,

Thank you Kamiliowa1769 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spinoloco Casino for their help in resolving this complaint. We would like to know what the issue is with the player's winnings and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We are sorry to hear that the player experienced discomfort due to a misunderstanding regarding our Terms and Conditions.

We would like to clarify that, as previously explained by our agents, the player was using an active bonus at the time of the gameplay. This bonus includes a maximum winnings limit of 250 PLN, as stated in the promotion rules.

Once the player reached winnings while using this bonus, the system automatically applied the maximum winnings limit associated with that promotion, and the amount of 250 PLN was credited to the player's account accordingly. This process was carried out in full compliance with the bonus terms that were accepted upon activation.

We understand that bonus rules can sometimes be confusing, and our support team is always available to assist and clarify any questions before or during the use of a promotion.

Should the player require any further clarification, we will be happy to assist through our official support channels.

Spinoloco Team

I know perfectly well what I accepted and I carefully read the regulations at that moment... and the regulations did not include any limit on the amount of PLN 250. I understand that this limit was newly introduced at the time, but this does not excuse the fact that you did not ensure that everything was updated in each section of the regulations, and something like this grossly misleads the player. adding to this the fact that while trading the bonus, I had several situations where I won more than PLN 250 in the bonus game and your system awarded me the entire amount, even what was above the limit, which was also a huge mistake. this also shows how much you have to work on your casino and your work. your explanation does not satisfy me at all because your mistakes make me feel cheated and disappointed.

We would like to clarify that this standard limit was already established even before you used the bonus.

We are sorry to hear that you felt disappointed, but we are always available via email or chat to provide any clarification before the use of your bonuses.

We would also like to reinforce that when winnings exceed the limit, the system respects the limit and reflects the corresponding winnings in your account. This means that, as shown in the screenshot you sent, in that round you obtained winnings of PLN 435.60. However, since you were using a bonus with a PLN 250 limit, the system added PLN 250 to your bonus balance.

We remain fully available through our chat should you wish to receive any additional clarification.

Spinoloco Team

You claim it's fixed, but it's a shame you couldn't include it in the description and terms of my bonus. Since you set limits, they should be included in the terms and conditions of all bonuses (to which they apply). I personally only saw this update in the deposit bonus description, but not in mine. Each bonus has its own description and terms and conditions, so they can be updated regularly. You haven't done that yet. That's the truth. You've now corrected this error on the website, from what I've seen. It's a shame you couldn't do it at the time, but it's not a problem for you—you didn't lose anything, so I'm just happy. I prefer to respond here rather than in the chat because I already had many open conversations. I was supposed to wait for contact, which is also visible in the screenshots from the chat conversations. I haven't received them yet, nor have I received any help from you.

Best regards!

Thank you to both parties for the update.

Dear Kamiliowa1769, you have provided my colleague with screenshots from your conversation with the casino representative; however, the quality of the pictures is not very good, so I can't tell if the pictures you have provided also show the missing max win limit rule. Would it be possible to provide the screenshots once again? I believe if you make a smaller image, you will be able to post it directly in the thread for both parties to see. Thank you in advance for your cooperation!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I would like to emphasize that our terms and conditions are publicly available on our website, both in the "Terms and Conditions" section and on the promotions page, which specifies the terms of each promotion. Additionally, all promotions sent by email also include the corresponding terms and conditions, allowing you to consult this information at any time.

We understand that questions may arise, and for this reason, our agents are available 24 hours a day, 7 days a week, to provide any necessary clarification.

Spinoloco Team

Ten wasz zalosny regulamin tak jak i te wasze zalosne kasyno pouzupelniane wszystko po czasie to jest jedna wielka żenada, tak samo nie wspominając o juz o tym waszym wsparciu na czacie, powinni was wykasować z kasyno !!

A kto mi odda moje pieniądze ? Tak wam bardzo przykro za nawet na personelu oszczedzacie , jedno wielkie dno

Do niczego to nie prowadzi bo ciągle jest wam przykro , ależ z jakiego powodu Dziady jedne ! ?

Po prostu brak słów dużo by tu jeszcze pisać oprócz tych sytuacji co źle kwoty dopisuje do salda...

Miedzy innymi o zamykaniu konta gracza gdzie na saldzie też było z 300 zł

I sobie stwierdzilam ze konto zamknę, patologia patologia patologia

Temat rzeka

WSZEDZIE GDZIE BEDZIE TO TYLKO MOZLIWE BEDE WAM WYSTAWIAC TAKA OPINIE NA JAKA ZASLUGUJECIE !!!

A co najlepsze ze sami wierzycie w te brednie co piszecie..

Ręce opadają

Nie wykwalifikowany personel który nawet nie potrafi rozróżnić jaki bonus jest używany czy jakim bonusem się obraca z depozytu czy bez

JEDNO WIELKIE DNO

Dear Kamiliowa1769, you have still not provided me with the requested screenshots from your conversation with the casino representative. The quality of the pictures is not very good, so I can't tell if the pictures you have provided also show the missing max win limit rule. Would it be possible to provide the screenshots once again? I believe if you make a smaller image, you will be able to post it directly in the thread for both parties to see. Otherwise, you can send it to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

I'm having trouble splitting the screenshot into several parts because zooming in blurs the conversation. On the phone on which I took the screenshots, everything was clear when zoomed in, but it is being repaired. I will try to send clear photos as soon as possible. To answer the question about the screenshot showing my bonus and the lack of information about the limit, I don't have one. I mentioned it at the very beginning of the dispute opening - I didn't have time to take a photo because while playing the bonus, the option to expand the description and terms and conditions of this bonus disappeared in my profile, strangely enough, this option disappeared at the same time as I started reporting problems to the live chat. This is what I wrote at the beginning. I don't have any drops because I wasn't prepared for the situation that would arise, I didn't think they would be needed, unfortunately. I will also add that during each live chat conversation, the operators, after reading my information that there was no limit for my bonus, irritated the topic with information that they were reporting the problem to the appropriate department. So, maybe even the chat operators were not informed enough about the limits being introduced? this is how it looked like...

Greetings

Dear Kamiliowa1769,

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,
Peter
Casino.Guru