SpinsUp Casino - Player’s winnings have been confiscated.

I withdrew $1200 and it was confiscated for breaching terms and conditions however they were not made very clear and on every other casino ive ever played on it isnt possible to bet over the maxium bet.

i dont think this is fair,

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear Jaystack13,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus Terms and Conditions and I found this:

2.2. The maximum bet while wagering is 5 EUR, 5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, 100 ZAR, or the equivalent in other currencies, unless otherwise specified. For cryptocurrency bets, the maximum bet is determined by the crypto equivalent of 5 EUR at the time the bet is placed, based on the exchange rate provided by Coinbase Converter. Players are advised to check the exchange rate at the time of betting for accuracy. The maximum bet limit applies to all wagers, including those placed after doubling a bet following a completed game round or during bonus rounds purchased within a game. Violating this rule will result in the forfeiture of all winnings derived from the bonus.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is [email protected].

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Veronika

Dear Jaystack13,

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.

I dont have access to relevant information as they closed my account

Thank you for the information. I’m sorry to hear that your account has been closed. Are you aware that you might have exceeded the maximum allowed bet while playing with a bonus? Could you please specify what bets you placed?

No i am not aware sorry

 Could you please specify the amounts of bets you placed?

Honestly i cant even remember now

Please request the casino via email to send you your gaming history in Excel format, starting from the moment you activated the bonus, up to the moment your winnings were confiscated, and then forward it to me at [email protected]. Without reviewing your gaming history, we won't be able to move forward with the investigation of your case. Thank you for your understanding.

Dear Jaystack13,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.