Spinrollz Casino - Player's winnings have been capped.

Hello.

I deposited 35€ to this site because it had 200% bonus. I wagered the bonus and when i finished the wager i had 1200€ in my balance. It changed to 700€. I contacted support and they said the bonus had 10x max cashout but when i read the terms and conditions theres nothing about 10x max cashout. Im demanding i get the 500€ they took from me. I took screenshots when the 1200€ changed to 700€.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me the exact link or screenshots of the bonus you activated and played with, along with its specific Terms and Conditions?
• Have you activated any other bonuses at this casino before?

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

Veronika

Here is a screenshot of the bonus. I've deposited to this site a couple of times and took bonuses but i have not been able to win anything.

Where did you find the bonus you activated and played with? Was it available on the casino website, was it available directly in your account, was it available on some third-party website, or did you receive an email with the promotion?

It was in the my bonuses tab when i logged in to the site.

Dear domicc

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, Michal (michal.k@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,

Veronika

Hello domicc,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to Spinrollz Casino to participate in this discussion.

Dear Spinrollz Casino,

Could you kindly provide clarification regarding the course of events and explain why the player's winnings were capped?

If there are any factors influencing this situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru.

Dear Casino Guru,

The evidence has been emailed to Michal.

Please review it at your earliest convenience.

Kind Regards,

Spinrollz Team

Thank you for the evidence, Spinrollz Team.

Dear domicc,

I was provided with the evidence regarding this matter including which bonus you have claimed and utilized including the accompanying rules of that bonus.

While the bonus might have been available directly in your account it was also a email bonus which was most likely available only to certain players for a limited time.

This is the screenshot you provided:

And this is the bonus promo email including the accompanying rules...

With this in mind, the casino team seem to have acted in accordance with the bonus rules, which you agreed to when creating your account and claiming the bonus, as it required active action on your part to be activated.

Please let me know if this clarifies the matter or if you need assistance with anything else.

Haha thats crazy i've not been aware of any emails about that bonus. I think thats crazy that they do not include the "real bonus terms" on their website and they just hide the terms in some email 😀. I guess i just got scammed lmao. You can close the case.

Dear domicc,

I understand that my previous response may not have met your expectations. However, most bonuses are subject to specific terms and conditions unless they are explicitly advertised as "no rules" bonuses, which is not the case here.

It is unclear why you believe the bonus rules were hidden in an email. As mentioned previously, while the bonus may have been available directly in your account, it was also distributed via email and likely targeted to selected players for a limited time.

Based on the information provided, the bonus terms were available on the casino’s website, and as per the industry standard requirement it is the player’s responsibility to review and comply with them prior to claiming the bonus. These terms were most likely similar to those of the current, comparable bonus available here: https://spinrollz3.com/en/promotions/casino/welcome-bonus

Overlooking or perhaps ignoring the rules does not exempt anyone from their applicability.

With this in mind, the casino team seem to have acted in accordance with the bonus rules, which you agreed to when creating your account and claiming the bonus, as it required active action on your part to be activated.

As such, no wrongdoing on the casino part been identified and you have received the amount according to the bonus rules.

I will now proceed in closing this complaint as Unjustified.

For the future, I strongly recommend familiarizing yourself with the bonus rules before claiming them or cheek with the casino support team about any limitations to avoid disappointments like this.

Best Regards,

Michal

Casino Guru