The player from Austria faced issues with withdrawing winnings after mistakenly wagering 10 euros instead of 2 euros while using a deposit bonus. He reported the incident immediately but received no clear response and was left waiting for verification with 1,200 euros withdrawn. The Complaints Team intervened, facilitating communication with the casino and ensuring the player's concerns were addressed. Ultimately, the issue was resolved to the player's satisfaction, leading to the complaint being marked as resolved.
SpinsUp Casino - Player’s withdrawal is delayed due to wagering issue.
Resolved
Our verdict
Case closed
Amount: €1,200
SpinsUp Casino
Safety Index:HighCase summary
Discussion
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1 month ago
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Ladies and Gentlemen!
I played with a 100% deposit bonus that I received via email. I know the terms and conditions and I know that the maximum bet when wagering is 5 euros. My highest bet while playing was 3 euros. I then went to a game of Take 5 by Gamomat that I hadn't played before. I wanted to play with a stake of 2 euros and the stake was 2! After 2 rounds of play I noticed that it was actually 10 euros! I stopped immediately and described the problem in the live chat. After checking I was told that nothing could be said about my problem, but only after the withdrawal. I asked again because I had a balance of over 1000 euros what the point of making transactions and withdrawals was, and during the check it was seen that I had wagered 10 euros twice and it was canceled because of the terms and conditions! Then I was told again there was nothing I could do, they wait for the verification. It is difficult for me as a customer in a casino when I don't get an explanation after reporting my mistake immediately!? This happened to me at another casino years ago, and it wasn't a problem after I reported it immediately in the chat! I've now wagered and withdrawn €1,200, and I have no idea whether I'll receive my winnings, as there's basically no way to report my situation to anyone who would get an answer! I would be happy if the Casinoguru team could help me! Thanks and kind regards! I'll let you know if I receive my winnings!
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1 month ago
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.
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.
- Have you placed only two bets exceeding the maximum allowed limit of €5?
- Did you make these two bets immediately after starting the Take 5 game, or did you place smaller bets in this game before that?
- Were these two bets winning or losing ones? Please forward me a screenshot of your game history showing these two bets and their results.
- When was the last time the casino’s customer support contacted you regarding this issue?
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
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1 month ago
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Hello! 1 Yes, I only placed two bets before I noticed the real stake.
2 I made the deposit immediately after the start because I thought I was playing with a stake of 2 euros.
3 They were losing bets.
4 Only the last 50 bets are visible in the game history, since I continued playing and wagered.
5 When I immediately reported my problem in the chat I was just told they couldn't help me and that I should cash out! I then said how were the auditors supposed to know about the problem I had stated? They only see the 2 stakes that were too high in special cases. Then I was sent the terms and conditions again in the chat, which I am aware of! That's why I contacted them in the chat. Unfortunately it's confusing when stake 2 is shown; you think it's 2 euros. I would never have bet 10 euros because these stakes are too high for me anyway! Last point: the payout is pending and I hope that I will receive my winnings! Thanks and kind regards, ferenzano!
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1 month ago
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Dear Casinoguru team!
I just received an email saying that my €1,200 winnings have been canceled because I violated the terms and conditions! From my perspective, I didn't do this because, as stated, the stake was 2, and I wasn't aware that it was €10! I reported it immediately! I know things like this can happen, and it would be fair to the customer to acknowledge them! Dear Veronika, please help me further! Thank you and kind regards, ferenzano!
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1 month ago
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Hello, I've just written again in the chat! I haven't received a response via support email! I was informed the following: Please note that you exceeded the maximum bet of €5 while playing with the *100% "THANKS" bonus*. Therefore, the winnings and bonus amount were deducted from your balance. We ask you to read our bonus terms and conditions and be more attentive next time. https://www.spinsup.com/bonus-terms-and-conditions We apologize for any inconvenience, and we hope for your understanding.
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1 month ago
Thank you for your responses. I understand how distressing this situation must be for you. After you placed the two losing €10 bets and noticed your mistake, did you lower your subsequent bet amounts when you continued playing? Could you please specify what bets you placed later on in Take 5?
If you do not have access to your gaming history, kindly request the casino to send you the gaming history in Excel format, starting from the moment you activated the deposit bonus, up to the moment you submitted a withdrawal request that has been declined, and then forward it to me at [email protected]. Thank you for your cooperation.
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1 month ago
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Hello! I placed two bets as described! Then I immediately went into the chat. I stopped playing that game and played another one. I don't remember which one, but the bet was correct! I'll try my luck to see if I can get the game history, because the casino isn't happy with me at the moment! Best regards, ferenzano!
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1 month ago
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New information: I asked in the live chat for the game history in Excel format. I was told to send an email to support, which I did! After hours I asked in the live chat because I didn't get a reply. I was told to look everywhere in my email folders, they sent me an email, but I couldn't find anything!? I said the only thing I get from the casino is advertisements, they're there!? Then there was no reply in the chat for 15 minutes. Then I was told that another email had been sent for the second time, but unfortunately I couldn't find anything again! Then after 45 minutes I was forwarded to a colleague Thomas who looked at the chat history! He said it was a technical problem and I should wait! OK, now wait! Kind regards, ferenzano!
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1 month ago
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Hello! Received an email with this text: Dear Manuel,
In accordance with the provisions of paragraph 64 and Article 12.6 of the EU General Data Protection Regulation (GDPR) and taking into account the amount and nature of the information, we must additionally confirm your identity to ensure the security of your data.
All information will be used solely to confirm your identity.
We therefore kindly request that you reply to this email with the following personal information from your account:
- Name
- Birth date
- Address
- Telephone number
- payment methods used
- Games you have played most often with us.
Once you have done so, we will provide the requested information.
We would like to inform you that, pursuant to Article 12.3 GDPR, a response to your request should be received within one month. This period can be extended by up to two months if necessary. Thank you for your understanding and patience!
Best regards,
SpinsUp Casino Support
I have provided the required information via email!
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1 month ago
Thank you for providing me with the additional information. Have you received your game history yet? Please keep me updated on the most recent developments in your case.
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1 month ago
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No, unfortunately, I don't! I also don't understand why it should take a month or even months!!!??? Such processes should actually be visible to players on the casino website, I think!? I know casinos that claim there aren't any, which is also a big legal issue for me! Sincerely!
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1 month ago
Thank you very much, ferenzano, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 month ago
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Okay, I understand! Thank you for the wishes! And all the best!
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1 month ago
Dear ferenzano,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from SpinsUp Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear SpinsUp Casino,
Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.
Thank you in advance for your cooperation and prompt response.
Best regards,
Kubo
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4 weeks ago
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Hello Kubo!
I received an email confirming that my issue with the casino's wagers was reviewed again, and I will now receive my winnings. This is a very important and accommodating step by the casino in my case, and I will update my review accordingly! Thank you to Casinoguru and Spins UP Casino for their kind assistance, and I hope things continue to go so well! Best regards, Ferenzano!
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3 weeks ago
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Hello, I received the money! The casino made an effort and showed goodwill! For these reasons, a very good rating! Thank you for your efforts and best regards!
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3 weeks ago
Hello,
We’re pleased that the winnings have been successfully received and appreciate the feedback. We consider the matter resolved and thank you for your assistance in reviewing this case.
Kind regards,
The SpinsUp Team
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear ferenzano,
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,
Kubo
