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.

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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!