SpinsUp Casino - Player has had winnings confiscated.

I deposited and won, had a bonus, when I made a withdrawal the amount I had deposited was credited to me, the rest was gone, I ignored the maximum bet, although I never play for more than €1, every slot has a high starting bet, so you accidentally touch it when changing the bet, so I asked support to delete the account

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Dear Osmane1453,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with SpinsUp Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate? Do you need help with your account closure? Could you please explain in detail what the disputed amount of EUR 380 represents in your situation?

I will be waiting for your reply patiently. 

Best regards, 

Katarina

The money isn't a problem. It annoys me to be ripped off. Who would knowingly break the rules when they know that their winnings are gone? It's not the first time I've played in online casinos. I've had problems like this before, but then it was my own fault. Only here it wasn't my fault because I didn't do anything consciously. It can't be that the starting stake for every slot is higher than the terms and conditions. Regards, Sezer

Dear Osmane1453,

thank you for your message.

We understand your frustration with the situation. Adherence to the casino's terms and conditions is required for all gameplay. As you indicate in a previous message, similar incidents have already occurred, suggesting a potential lack of attention to the stated rules. Ultimately, reviewing and understanding these terms remains the player's responsibility.

You mentioned requesting account deletion in your initial communication. Could you please confirm whether your account has been closed?

We can assist with account closure if you feel gambling is causing undue stress or if you are concerned about potential gambling addiction.

Looking forward to your reply,

Katarina

Dear Osmane1453,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Osmane1453,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina