The player from Portugal experienced difficulties withdrawing 900 euros, as the casino claimed he breached the bonus terms despite him ensuring to bet no more than 5 euros. He had previously faced similar issues with canceled withdrawals due to alleged bonus violations. The Complaints Team reviewed the evidence and concluded that the maximum bet limit had been exceeded on multiple occasions, which led to the inability to process his withdrawal request. Consequently, the complaint was closed.
Spinoloco Casino - Player’s withdrawal is delayed due to bonus claims.
Closed
Our verdict
Unjustified complaint
Amount: €900
Spinoloco Casino
Safety Index:LowCase summary
Discussion
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4 months ago
Translation
This morning I sent a message to my casino manager who gave me a 100 percent bonus. I deposited 100 euros but as there have been problems before saying that I violated the bonus and they canceled my withdrawal, this time I made sure that I wasn't betting more than 5 euros per bet. I won 900 euros and they told me I had breached the bonus, but I'm sure they didn't. As it happened before, I made sure I didn't wager.
Automatic translation:
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4 months ago
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4 months ago
Dear 89rafaelfernandes,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Spinoloco Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- How long have you been a player at this casino?
- Have you passed the KYC verification, please?
- Do you have an access to your game history, please? Could you please share it with me? My email is katarina.d@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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3 months ago
Dear 89rafaelfernandes,
thank you for your reply and emails.
Based on the evidence you so kindly provided, it is apparent that the breach of max bet has occurred.
- Were you aware of this rule?
- How many times in total have you breached this rule?
- Was this your first bonus with this casino, please?
- Additionally, do you have an access to your full game history? If so, could you kindly share it with me?
Looking forward to your reply,
Katarina
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3 months ago
TranslationGood morning Catherine. But I'm sure I didn't break the rules. I know I couldn't bet more than 5 euros. Something happened, but I'm sure I didn't break the rules.
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3 months ago
Dear 89rafaelfernandes,
thank you for your reply.
Based on our review, the evidence indicates that the maximum bet bonus limit was exceeded on multiple occasions. As a player, you agreed to adhere to the bonus terms and conditions, which clearly outline the betting limits. Compliance with these terms is the responsibility of the player. Unfortunately, due to these violations, we are unable to proceed with your request.
This complaint will now be closed.
Katarina
