The player from Germany faced issues withdrawing funds after meeting the €2,000 wagering requirement for a bonus, only to see his balance arbitrarily reduced from €1,100 to €250. He believed the casino’s actions suggested fraudulent activity and disputed the justification given by support. The complaint was rejected due to the player's failure to respond to inquiries from the Complaints Team, which prevented further investigation into the matter.
Spinsy Casino - Player's winnings have been capped.
Closed
Our verdict
Player stopped responding
Amount: €850
Spinsy Casino
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
I received a bonus after making a deposit. I only activated this bonus after my real money was used up. The wagering requirements were €2,000.
When I reached this limit, I had €1,100 in credit. Just as I was notified that my balance was being converted into real money, my balance was reduced to €250.
I have already fulfilled the bonus wagering requirements at several casinos, but nothing has ever been deducted from my balance.
The explanation for this is also absurd and suggests fraud at the highest level. You can't just make up any terms and conditions and arbitrarily deduct almost 80% of your winnings when you meet the bonus requirements.
I'm attaching the response from support.
Automatic translation:
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7 months ago
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 a link or a screenshot of the bonus you activated and played with?
Have you checked the Bonus Terms and Conditions before activating this bonus?
Did you find the bonus on the casino website, was it available in your profile, or did you receive a promotional email from the casino with the offer?
What types of games did you play with this bonus?
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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7 months ago
TranslationUnfortunately, I don't have a picture or anything else of the bonus anymore. They told me I had to wager it 20x, or €2,000. When I reached €2,000 (you can see this with active bonuses), only €250 of the €1,100 shown on the screen was credited to me as real money, and the rest was simply deducted. Normally, this always worked, but here, a large portion was simply deducted...
This is not stated anywhere in Spinsy's terms and conditions.
I don't know why money is simply being deducted here.
Unfortunately, I don't have any recordings because it worked otherwise.
I played Big Bass Secrets of the Golden Lake.
Are there any recordings I could get from the casino to prove that I had 1,100 euros after wagering 2,000 euros?
Automatic translation:
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7 months ago
Please send me a screenshot of your bonus history so that we can check the exact name of the bonus you activated and played with. Please note that bonuses often come with a cap on the maximum allowed winnings. If such limitation is mentioned in the Terms and Conditions, the casino's decision to cap your winnings to the maximum allowed amount is generally fair from our point of view. According to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limits to be unfair and predatory only when they are applied to a real money game; however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
